FortiVoice Phone System 7.0.0 Admin Guide Sept8 2023

Administration Guide
FortiVoice Phone System 7.0 .0

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September 8, 2023
FortiVoice Phone System 7.0.0 Administration Guide
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TABLE OF CONTENTS
Change log 10
Introduction 11
Product offerings 11
Registering your Fortinet product 11
Customer service and technical support 11
Training 12
Documentation 12
Fortinet Knowledge Base 12
Feedback about Fortinet technical documentation 12
Scope 12
Conventions 12
IP addresses 13
Cautions and notes 13
Typographical conventions 13
Connecting to the FortiVoice GUI 15
Connecting to the FortiVoice GUI using default settings 15
Connecting to the FortiVoice GUI using custom settings 16
Navigating the FortiVoice GUI 18
GUI overview 18
Checking the system security 19
Configuring setups for phone users 22
Logging in to the user portal 22
Changing the voicemail PIN 23
Receiving and sending faxes 23
Using the operator console 23
Setting user privileges and preferences 23
Setting the feature codes 24
Using the dashboard 25
Viewing the dashboard 25
Customizing the dashboard 25
System Information widget 26
License Information widget 26
System Resource widget 29
Statistics History widget 30
Service Status widget 30
Recent Call widget 30
Viewing Call Statistics 30
Using the CLI Console 30
Monitoring the FortiVoice system 31
Viewing phone system status 31
Viewing active calls 31
Viewing parked calls 31
FortiVoice Phone System 7.0.0 Administration Guide 3

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Viewing conference calls 32
Viewing trunk status 32
Viewing DHCP client list 32
Viewing extensions and devices 33
Viewing extension status 34
Viewing FortiFone desk phones 34
Viewing FortiFone softclients 35
Viewing generic SIP phones 36
Viewing mismatched phones 36
Viewing activity details of hot desking extensions 36
Viewing unmanaged gateways 36
Viewing call detail records 38
Viewing generated reports 38
Viewing log messages 39
Displaying and arranging log columns 40
Using the right-click pop-up menus 40
Searching log messages 41
Viewing call directory 42
Blocking SIP device IP addresses 42
Setting the security parameters 42
Viewing recorded call and fax storage 42
Playing recorded calls 42
Viewing current fax accounts 43
Viewing archived faxes 43
Viewing fax queues 43
Configuring system settings 44
Configuring network settings 44
About IPv6 support 44
About the management IP 45
About FortiVoice logical interfaces 45
Configuring the network interfaces 46
Configuring static routes 49
Configuring DNS 50
Configuring DHCP server 51
Capturing voice and fax packets 52
Configuring administrator accounts and access profiles 53
Configuring administrator accounts 53
Configuring administrator profiles 56
Configuring RAID 56
About RAID levels 57
Configuring RAID 57
Using high availability 59
About high availability 60
About the heartbeat and synchronization 60
Enabling and configuring HA 62
Monitoring the HA status 63
Configuring the HA mode and group 66
Failover scenario examples: 72

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Working with system configurations 78
Configuring the time and date 79
Configuring system options 80
Configuring SNMP queries and traps 81
Configuring email setting 86
Customizing the GUI appearance 88
Selecting the call data storage location 89
Configuring single sign on 91
Configuring FortiVoice to join the Security Fabric 92
Configuring advanced phone system settings 93
Configuring SIP settings 94
Configuring the internal ports 97
Configuring external access 97
Configuring SIP phone auto-provisioning 97
Managing certificates 99
Managing local certificates 100
Obtaining and installing a local certificate 101
Managing certificate authority certificates 105
Managing the certificate revocation list 105
Managing OCSP server certificates 106
Managing APNs and VoIP services certificates 106
Maintaining the system 107
Maintaining the system configuration 107
Maintaining phones 109
Configuring phone system 111
Configuring phone system settings 111
Setting PBX location and contact information 111
Configuring PBX options 113
Customizing call report and notification email templates 116
Configuring system capacity 116
Configuring SMS 120
Prerequisites 120
Configuring SMS settings 120
Configuring inbound call routing for SMS 121
Configuring outbound call routing for SMS 122
Using the FortiFone softclient (desktop and mobile) to send and receive text
messages 123
Creating contacts 123
Viewing contacts retrieved from the LDAP server 124
Configuring speed dials 124
Managing phone audio settings 125
Uploading or recording sound files 125
Configuring music on hold 126
Uploading a prompt language file 126
Recording sound files using an audio software 127
Configuring LDAP settings 129
Configuring LDAP profiles 129
Configuring the LDAP connector 134

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Viewing LDAP contact list 137
Working with FortiVoice profiles 137
Configuring SIP profiles 137
Modifying caller IDs 139
Configuring phone profiles 141
Configuring programmable keys profiles 144
Configuring RADIUS authentication profiles 148
Configuring user privileges 148
Configuring emergency zone profiles 153
Scheduling the FortiVoice unit 154
Configuring devices 155
Configuring desk phones 155
Configuring multicell-phone FortiFone phones 157
Configuring single-cell FortiFone phones 160
Reviewing system configuration 164
Managing FortiVoice gateways, local survivability, and firmware 165
Managing FXO gateways 166
Managing FXS gateways 166
Managing PRI gateways 167
Configuring local survivability 168
Managing the firmware 170
Configuring security settings 171
Configuring intrusion detection 171
Setting password policies 172
Auditing the extension passwords 173
Configuring user privileges 174
Configuring account codes 174
Blocking phone numbers 175
Configuring extensions 176
Setting up local extensions 176
Configuring IP extensions 176
Modifying managed extensions 190
Modifying analog extensions (FVE-20E2 and FVE-50E6 models only) 192
Configuring remote extensions 194
Configuring fax extensions 197
Setting extension user preferences 199
Creating extension groups 205
Creating user groups 206
Creating extension departments 206
Viewing members of extension departments 207
Creating ring groups 207
Creating paging groups 209
Creating multicast paging groups 210
Creating message groups 211
Creating pickup groups 212
Creating business groups 213

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Creating SLA groups 213
Setting up a general voicemail 213
Working with virtual numbers 215
Configuring virtual number call handling 216
Configuring trunks 217
Configuring VoIP trunks 217
Testing SIP trunks 222
Creating a SIP trunk with FortiCall service 223
Configuring PSTN/PRI trunks 223
Configuring the T1/E1 span 225
Configuring analog voice trunks 228
Configuring office peers 230
Setting up routing rules for FXO and PRI gateways 236
Configuring call routing 237
Configuring inbound dial plans 237
Configuring direct inward dialing 240
Viewing office peers for inbound calls 243
Configuring outbound dial plans 243
Testing outbound dial plans 244
Creating dialed number match 245
Configuring call handling actions 247
Viewing office peers for outbound calls 248
Setting up a call center 249
Creating call queues and queue groups 249
Creating call queues 250
Creating queue groups 257
Configuring agents 257
Configuring IVR 258
Setting up an IVR 258
Configuring RESTful service 263
Configuring surveys 264
Setting up monitor view 265
Configuring other agent information 267
Adding agent skill sets 267
Creating agent skill levels 267
Modifying agent reason code descriptions 267
Configuring data service 268
Setting caller priorities 268
Configuring agent profiles 268
Working with call queue statistics 269
Configuring call center report profiles and generating reports 271
Configuring the report query selection 272
Configuring the report time period 272
Configuring report email notifications 272
Configuring the report schedule 273
Generating a report manually 273

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Working with Property Management System 274
Configuring hotel management settings 274
Configuring hotel room status 277
Configuring phone auto dialer 279
Setting up an auto dialer campaign 279
Creating a recorded broadcast message 280
Adding contacts and contact groups 280
Configuring auto dialer settings 281
Viewing auto dialer reports 281
Configuring call features 282
Configuring auto attendants 282
Configuring key actions 285
Mapping speed dials 286
Configuring conference calls 287
Recording calls 290
Configuring call recordings 290
Archiving recorded calls 292
Setting the file format for recorded calls 293
Creating call queues and queue groups 293
Creating call queues 294
Creating queue groups 298
Configuring call parking 298
Configuring fax 299
Receiving faxes 299
Sending faxes 301
Archiving faxes 305
Configuring other fax settings 306
Setting calendar reminder 307
Modifying feature access codes 308
Vertical service codes 308
Mid-Call/DTMF Codes 312
Floating code format 312
Configuring logs and reports 314
About FortiVoice logging 314
FortiVoice log types 314
Log message severity levels 315
Configuring logging 316
Configuring logging to the hard disk 316
Choosing which events to log 317
Configuring logging to a Syslog server or FortiAnalyzer unit 318
Configuring call report profiles and generating reports 319
Configuring the report query selection 320
Configuring report email notifications 321
Configuring the report schedule 321
Choosing a call rate 322
Generating a report manually 322

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Setting call rates 322
Submitting CDRs to a database 323
Configuring CDR submission 323
Modifying CDR templates 325
Creating CDR filters 325
Configuring SMDR 325
Configuring SMDR settings 326
Setting SMDR formats 326
Configuring alert email 327
Configuring alert recipients 327
Configuring alert categories 328
Integrating FortiVoice with third-party solutions 330
Integrating FortiVoice with Twilio 330
Integrating FortiVoice with Singlewire InformaCast 333
Configuring the FortiVoice 335
Integrating FortiVoice with Salesforce 338
Prerequisites 338
Workflow 338
Integrating FortiVoice with Microsoft Teams 343
Requirements 344
Topology 344
Uploading the FortiFone Teams App 345
Uploading the FortiFone Teams App using the Microsoft website 345
Uploading the FortiFone Teams App using Microsoft Teams 350
Installing the FortiFone Teams App 355
Working with the FortiFone Teams App 356
Managing the firmware 373
Downloading the firmware image file 373
Testing a firmware image 373
Upgrading the firmware 375
Verifying the configuration after an upgrade 376
Downgrading the firmware 377
Reconnecting to the FortiVoice unit 378
Restoring the configuration 379
Performing a clean firmware installation 380
Appendix A: Shared line appearance 383

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Change log
The following table lists changes made to this document. For information about software changes included in this
release, see the Release Notes.
Date Change description
2023-07-27 Initial release of the FortiVoice Phone System 7.0.0 Administration Guide.
2023-08-02 Updated the Supported accounts section in Appendix A: Shared line appearance on page
383.
2023-08-14 Updated the Supported accounts section in Appendix A: Shared line appearance on page
383.
2023-08-16 Updated Configuring SMS on page 120.
2023-08-31 Updated the description for call forward (*71) in Modifying feature access codes on page 308.
2023-09-08 Updated Importing a list of extensions on page 188.

Updated Configuring outbound dial plans on page 243.

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Introduction
The FortiVoice phone system enables you to completely control your organization’s telephone communications. Easy to
use and reliable, the FortiVoice phone system delivers everything you need to handle calls professionally, control
communication costs, and stay connected everywhere.
The FortiVoice phone system includes all the fundamentals of enterprise-class voice communications, with no additional
cards to install. Auto attendants, voice messaging, ring groups, conferencing and much more are built-in. In addition, the
FortiVoice user portal lets your staff view their call logs, configure and manage their own messaging, and access other
features, such as the operator console and the call center console.
This document describes how to configure and use the FortiVoice phone system.
This topic includes:
l Product offerings on page 11
l Registering your Fortinet product on page 11
l Training on page 12
l Documentation on page 12
l Scope on page 12
l Conventions on page 12
Product offerings
The FortiVoice phone system is available as a hardware appliance and virtual machine (VM).
Procedures in this guide are applicable to both product offerings unless otherwise specified.
For more details about the supported platforms for this release, see the FortiVoice Phone System Release Notes.
Registering your Fortinet product
Before you begin, take a moment to register your Fortinet product at Fortinet Support.
Many Fortinet customer services, such as firmware updates and technical support, require that you complete
the product registration.
For more information, see the Fortinet Knowledge Base article Registration Frequently Asked Questions.
Customer service and technical support
Fortinet Support provides services designed to make sure that you can install your Fortinet products quickly, configure
them easily, and operate them reliably in your network.
To learn about the technical support services that Fortinet provides, go to Fortinet Support.

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Introduction
You can dramatically improve the time that it takes to resolve your technical support ticket by providing your
configuration file, a network diagram, and other specific information.
Training
Fortinet Training Services provides classes that orient you quickly to your new equipment, and certifications to verify
your knowledge level. Fortinet provides a variety of training programs to serve the needs of our customers and partners
world-wide.
To learn about the training services that Fortinet provides, visit the Fortinet Training Services website or email them at
[email protected].
Documentation
The Fortinet Documents Library website provides the most up-to-date versions of technical documentation for Fortinet
products.
Fortinet Knowledge Base
The Fortinet Knowledge Base website provides additional Fortinet technical documentation, such as troubleshooting
and how-to-articles, examples, FAQs, technical notes, a glossary, and more.
Feedback about Fortinet technical documentation
To provide feedback about this document, you can send an email to [email protected].
Scope
The majority of procedures in this document use the GUI to configure the FortiVoice unit. A few procedures use the CLI.
Conventions
Fortinet technical documentation uses the following conventions:

l IP addresses on page 13
l Cautions and notes on page 13
l Typographical conventions on page 13

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Introduction
IP addresses
To avoid publication of public IP addresses that belong to Fortinet or any other organization, the IP addresses used in
Fortinet technical documentation are fictional and follow the documentation guidelines specific to Fortinet. The
addresses used are from the private IP address ranges defined in RFC 1918: Address Allocation for Private Internets.
Cautions and notes
Fortinet technical documentation uses the following guidance and styles for cautions and notes.
Warns you about commands or procedures that could have unexpected or undesirable results
including loss of data or damage to equipment.
Highlights useful additional information, often tailored to your workplace activity.
Typographical conventions
The following table lists the typographical conventions used in this document:
Style Description Example

Italic font Used for GUI navigation. From Minimum log level, select Notification.
Go to Phone System > Setting > Location.
Courier font and Used for CLI input. config system dns
indentation set primary <address_ipv4>
end
Courier font Used for CLI output. FGT-602803030703 # get system Setting
comments : (null)
opmode : nat
Courier font Used for file content. <HTML><HEAD><TITLE>Firewall
Authentication</TITLE></HEAD>
<BODY><H4>You must authenticate to use
this service.</H4>
Courier font Used for text that you type. Type a name for the remote VPN peer or client, such as
Central_Office_1.
Blue font Used for hyperlinks to websites Visit the Fortinet Support website.
and publications. For details, see the FortiVoice User Portal Guide.

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Introduction
Style Description Example
<text_in_angle_ Describes a variable. Replace the FortiVoice user portal link: https://<IP_address_or_
brackets> <text_in_angle_brackets> with FQDN>/voice
the required information for your
setup.
Do not type the angle brackets.

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Connecting to the FortiVoice GUI
After physically installing the FortiVoice phone system, you need to connect to the FortiVoice GUI. Review the following
table and perform the procedure that applies to your scenario.
Scenario Procedure
You are connecting to the Perform the steps in Connecting to the FortiVoice GUI using default settings on
FortiVoice phone system for the page 15.
first time.
You have reset the FortiVoice Perform the steps in Connecting to the FortiVoice GUI using default settings on
phone system configuration to its page 15.
default state.
You are a returning user who has Connect to the FortiVoice GUI using the IP address, administrative access
completed the basic protocol, administrator account, and password that you have already configured,
configuration of the FortiVoice instead of the default settings.
phone system. Perform the steps in Connecting to the FortiVoice GUI using custom settings on
page 16.
Connecting to the FortiVoice GUI using default settings
To connect to the GUI of the FortiVoice phone system using its default settings, you must have the following hardware
and software:
l A computer with an RJ-45 Ethernet network port
l An Ethernet cable
l One of the recommended web browsers:
l Google Chrome version 114
l Microsoft Edge version 114
l Mozilla Firefox Standard Release version 114
l Apple Safari version 16
To connect to the FortiVoice GUI
1. On your management computer, configure the Ethernet port with the static IP address 192.168.1.2 and a subnet
mask of 255.255.255.0.
2. Using the Ethernet cable, connect the Ethernet port of the management computer to port1 of the FortiVoice phone
system.
3. Start your browser and enter the default URL https://192.168.1.99/admin.
4. To support HTTPS authentication, theFortiVoice phone system ships with a self-signed security certificate, which it
presents to users whenever they initiate an HTTPS connection to the FortiVoice phone system. When you connect,
your browser may display two security warnings related to this certificate:
a. The certificate is not automatically trusted because it is self-signed, rather than being signed by a valid
certificate authority (CA). Self-signed certificates cannot be verified with a proper CA, and therefore might be

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fraudulent. You must manually indicate whether or not to trust the certificate.
b. The certificate may belong to another website. The common name (CN) field in the certificate, which usually
contains the host name of the website, does not exactly match the URL you requested. This could indicate a
server identity theft, but could also simply indicate that the certificate contains a domain name while you have
entered an IP address. You must manually indicate whether this mismatch is expected or not.
Both warnings are normal for the default certificate.
5. Verify and accept the certificate, either permanently (the web browser will not display the self-signing warning
again) or temporarily. You cannot log in until you accept the certificate. For details about accepting the certificate,
see the documentation for your web browser.
6. In Name, enter admin.
7. Leave the Password field empty. In its default state, there is no password for this account.
8. Click Login.
With a successful login, the GUI appears.
9. Set the password for this account:
a. In the right corner of the GUI, click admin.
b. Click Change Password.
Enter an administrator password that is six characters or more. For better security,
enter a longer password with a complex combination of characters and numbers, and
change the password regularly. Failure to provide a strong password could
compromise the security of your FortiVoice phone system.
c. Enter a password in New password and Confirm password.

The password can contain any character except spaces.
d. Click OK.
Connecting to the FortiVoice GUI using custom settings
Connect to the FortiVoice GUI using the IP address, administrative access protocol, administrator account, and
password that you have already configured, instead of the default settings.
To connect to the FortiVoice GUI using single sign on
Single sign on (SSO) allows you to connect to the FortiVoice GUI and access the user portal without having to do a
second sign in.
1. Before using SSO, make sure to complete the configuration. See Configuring single sign on on page 91.
2. Start a web browser and go to the FortiVoice GUI URL.
The URL format is https://<IP_address>/admin
Where <IP_address> is the IP address of the FortiVoice phone system that you want to connect to.
If the FortiVoice phone system configuration is using a non-default HTTPS port, then add :<port_number> after the
IP address, for example:
https://<IP_address>:446/admin.
3. Click Single Sign On.
4. Enter the username and password associated with your SSO account.
5. Click Login.

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6. If the two-factor authentication is set up on FortiAuthenticator:

a. Check your email or SMS message for the token code.
b. Enter the token code.
c. Click Verify.
7. If you want to access the user portal, click the User portal icon in the top banner.
8. From the user portal, you can go back to the FortiVoice GUI by clicking the Administrator icon in the top banner.
To connect to the FortiVoice GUI without using single sign on
1. Start a web browser and go to the FortiVoice GUI URL.
The URL format is https://<IP_address>/admin
Where <IP_address> is the IP address of the FortiVoice phone system that you want to connect to.
If the FortiVoice phone system configuration is using a non-default HTTPS port, then add :<port_number> after the
IP address, for example:
https://<IP_address>:446/admin.
2. Enter the username and password associated with your account.
3. Click Login.
4. If the two-factor authentication is set up on FortiAuthenticator:
a. Check your email or SMS message for the token code.
b. Enter the token code.
c. Click Verify.

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Navigating the FortiVoice GUI
To help you navigate the GUI, this section includes the following topics:
l GUI overview on page 18
l Checking the system security on page 19
GUI overview
When you connect to your FortiVoice phone system using a web browser, you access the following GUI:
No. Description
1 To access the system security status and security audit details.

For detailed information, see Checking the system security on page 19.
2 To access the phone maintenance for updating phone configurations and rebooting phones.
For detailed information, see Maintaining phones on page 109.
3 To access the context-sensitive help (CSH) which opens the FortiVoice online documentation in HTML
format. You can download the PDF file from the HTML page. You can also access the CSH by pressing
the F1 key.
4 To access the CLI console.

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No. Description
5 To view the GUI in full screen mode without the top banner and menu items on the left.
6 Click to access the following functions:

l Change password
l Reboot
l Shut down
l Log out
7 To access the tabs associated with a selected sub-menu.

The Dashboard > Status includes areas called widgets (for example, System Information and License
Information).
8 Click a menu item to expand your selection and show related sub-menus.
9 The Search option allows you to search for keywords appearing in navigation menus, sub-menus, and
tabs and to quickly access the configuration pages.
How to search:
1. Go to the Search option and click the magnifying glass icon .
2. Enter the text that you want to find.
3. In the search results, click on a result to go to the configuration page.
How to clear a search:
1. Go to the Search option.
2. At the end of the search field, click x.
Checking the system security
To check the system security and display security audit details, click the security alert icon at the top right corner of
the screen. If there are any security issues, the icon has a red exclamation mark.
For information about security settings, see Configuring security settings on page 171.
GUI field or button Description
Passwords
Password If the SIP password and user PIN policy for administrators and extension users are met, the
Policy shield icon is green. Otherwise, it is red.
Click Edit Password Policy to set password policies. See Setting password policies on page
172.
Empty Admin If a password is required in the admin password field when logging in to the system, the shield
Password icon is green. Otherwise, it is red.
Allowed For information on selecting this option, see Setting password policies on page 172.

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Unsafe SIP This option counts the unsafe SIP passwords for IP and fax extensions only.
Password If any unsafe SIP passwords are found, the shield icon is red. Otherwise, it is green.
Count Click Password Auditor to verify the strength of IP and fax extension passwords. See Auditing
the extension passwords on page 173.
Unsafe PIN This option counts the unsafe voicemail PINs for any extension type that has a voicemail PIN.
Count If any unsafe voicemail PINs are found, the shield icon is red. Otherwise, it is green.
For information on configuring extensions, see Setting up local extensions on page 176.
Unsafe User This option counts the unsafe user passwords set in IP Extension > User Setting > Web
Password Access and includes all extension types except branch page extensions.
Count If any unsafe user passwords are found, the shield icon is red. Otherwise, it is green.
For information on setting user passwords, see Configuring IP extensions on page 176.
Unaudited This option counts the newly added extensions of which the passwords have yet to be
Password audited.
Count If any unaudited passwords are found, the shield icon is red. Otherwise, it is green.
For information on verifying the strength of extension passwords. See Auditing the extension
passwords on page 173.
Miscellaneous
Not Assigned This option counts the number of phones that have not been assigned to extensions yet.
Phone Count If any phones without extensions are found, the shield icon is red. Otherwise, it is green.
For information on assigning phones to extensions, see Configuring desk phones on page
155.
Clicking the delete icon removes all not assigned phones.
Secure TFTP This option monitors if the system TFTP is enabled.

System If TFTP is enabled, the shield icon is red.
If TFTP is disabled, the shield icon is green.
Clicking Edit allows you to enable or disable the system TFTP, which also enables or disables
TFTP settings in System > Advanced > Service/Auto Provisioning. For details, see
Configuring the internal ports on page 97 and Configuring SIP phone auto-provisioning on
page 97.
Secure TFTP This option monitors if TFTP is enabled on the port interfaces.
Interfaces If TFTP is enabled, the shield icon is red.
If TFTP is disabled, the shield icon is green.
If you have TFTP enabled on multiple ports, they will be listed and
you can click a link to disable it. For details, see Configuring the network interfaces on page
46.
HTTP This option monitors if HTTP is enabled on the port Interfaces.

Interfaces If HTTP is enabled, the shield icon is yellow (warning).
If HTTP is disabled, the shield icon is green.
If you have HTTP enabled on multiple ports, they will be listed and

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you can click a link to disable it. For details, see Configuring the network interfaces on page
46.
Administrator This option monitors if trusted hosts are configured on the system administrator account.
Trusted Hosts If trusted hosts are not configured, the shield icon is red.
If trusted hosts are configured, the shield icon is green.
APNS Push An iPhone running the FortiFone Softclient for iOS requires the following valid certificates on
Certificate the FortiVoice phone system:
l Apple Push Notification service (APNs): Used to receive notification messages.
l VoIP services: Used to receive incoming calls.

This option monitors those certificates.
For more details, see Managing APNs and VoIP services certificates on page 106.
Send Alert Click to email the security audit details to recipients configured in Log & Reports > Alert >
(button) Configuration.
For details, see Configuring alert email on page 327.

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Configuring setups for phone users
After physically installing the FortiVoice unit and completing the configuration of the unit, you can inform your phone
users about how to access the user portal and use the FortiVoice features.
The FortiVoice system provides a user portal where phone users can view their call logs, configure and manage their
own messaging, and access other features.
This section contains information that you may need to inform or assist your phone users so that they can use the
FortiVoice features.
This information is not the same as what is included in the help for FortiVoice user portal. It is included in this guide
because:
l Phone users need to know how to access the FortiVoice user portal and its online help.
l Phone users need to know the feature codes they can use on the phones.
l Phone users need to know how to change the voicemail password on the FortiVoice user portal and on the phone.
l Phone users may be confused if they try to enable a feature that you disabled (such as call waiting or do not
disturb).
l You may need to tailor some information to your network or phone users.
l Logging in to the user portal on page 22
l Changing the voicemail PIN on page 23
l Receiving and sending faxes on page 23
l Using the operator console on page 23
l Setting user privileges and preferences on page 23
l Setting the feature codes on page 24
Logging in to the user portal
When a user has a phone extension on the FortiVoice phone system, the web-based FortiVoice user portal allows this
user to perform the following tasks for their extension:
l Check the call history for received, placed, or missed calls.
l Check the voicemail including playing, deleting, forwarding, or saving voicemails.
l Manage the business and personal contacts, and view the business and corporate phone directories.
l Manage how the phone system handles phone calls.
l Check recorded calls including playing, deleting, or saving the voicemails.
l Receive and send faxes.
l Set up reminder events and invite guests.
l Add user conference call events in your calendar and invite attendees by email.
l View device details of desk phones and softclients, and set up programmable keys.
l Configure the extension according to your preferences.

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l Use the operator console to process organization calls.

l Use the call center console to process call queues.
To access the FortiVoice user portal, phone users need the following information:
l FortiVoice user portal link: https://<IP_address_or_FQDN>/voice
Where <IP_address_or_FQDN> is the IP address or the FQDN of the FortiVoice phone system.
If you have changed the access port, then you must also include the port. For example: https://<IP_address_or_
FQDN>:446/voice.
l Phone extension
l User password
For more information about how to log in to and use the FortiVoice user portal, see the FortiVoice User Portal Guide.
For information about adding extension numbers and user PINs, see Configuring IP extensions on page 176.
Changing the voicemail PIN
Inform the phone users how to change their default voicemail PIN. For more details, phone users can refer to the
FortiVoice User Portal Guide.
Receiving and sending faxes
Inform the phone users that they can receive and send faxes using the user portal. For more information, see
Configuring fax on page 299.
Using the operator console
If you have enabled the operator role for an extension, inform the extension user so that the user can process corporate
calls on the user portal. For more information, see Operator Role on page 149.
Setting user privileges and preferences
The call features each phone user can use is controlled by the user privilege and preferences settings associated with
the user’s extension. You may need to inform users of the features that they can use.
For information, see Configuring user privileges on page 148 and Setting extension user preferences on page 199.

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Setting the feature codes
By default, the FortiVoice unit has feature codes for users to access certain features by dialing the codes. You can go to
Service > Feature Code > Feature Code and double-click a feature name to modify its code and description, but that
does not change the mapping between the code and the feature.
For details, see Modifying feature access codes on page 308.

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Using the dashboard
Dashboard displays system statuses, most of which pertain to the entire system, such as CPU usage and call statistics.
This section includes:
l Viewing the dashboard on page 25
l Viewing Call Statistics on page 30
l Using the CLI Console on page 30
Viewing the dashboard
Dashboard > Status displays first after you log in to the web UI. It contains a dashboard with widgets that each indicate
performance level or other statistics.
By default, widgets display the serial number and current system status of the FortiVoice unit, including uptime, system
resource usage, license information, service status, firmware version, system time, and statistics history.
To view the dashboard, go to Dashboard > Status.
This section includes the following topics:
l Customizing the dashboard on page 25
l System Information widget on page 26
l License Information widget on page 26
l Uploading a license file on page 26
l FortiCloud access on page 26
l System Resource widget on page 29

l Statistics History widget on page 30
l Service Status widget on page 30
l Recent Call widget on page 30
See also Navigating the FortiVoice GUI on page 18.
Customizing the dashboard
The dashboard is customizable. You can select which widgets to display, where they are located on the tab, and whether
they are minimized or maximized.
To move a widget, position your mouse cursor on the widget’s title bar, then click and drag the widget to its new location.
To show or hide a widget, click Manage Widget and then select the widgets you want displayed on the Dashboard. If the
widget is greyed out, the widget will not display. Select Apply when you have made your selections.
To reset the dashboard to its default view, click Reset Widget.
Options vary slightly from widget to widget, but always include options to refresh, minimize, maximize, and close the
widget.

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Using the dashboard
System Information widget
The Status > Dashboard > System Information widget displays the serial number and basic system statuses such as the
firmware version, system time, and up time.
In addition to displaying basic system information, the System Information widget lets you change the firmware. To
change the firmware, click Update for Firmware version. For more information, see Managing the firmware on page 373.
The number of phones that are auto discovered but have not been assigned extensions are also displayed. If this
number is abnormally high, it may mean the FortiVoice unit is under MAC address flooding attack and its performance
will be compromised. You can remove the phones.
License Information widget
The Status > Dashboard > License Information widget displays the last queried license statuses for the number of
extensions supported (if you use FortiVoice VM), hotel management, and call center (if you have purchased these
options). This widget can also display active and expired entitlements.
Depending on the license you have purchased, when you first access the FortiVoice GUI, you need to upload the license
to enable the functions you need.
For complete details about purchasing, registering, and uploading a license, see Licensing in the FortiVoice Cookbook.
The Status > Dashboard > License Information widget also allows you to activate FortiCloud to manage the FortiVoice
remote access.
l Uploading a license file on page 26
l FortiCloud access on page 26
Uploading a license file
1. Place the license file on your management computer.

2. Go to Dashboard > Status.
3. In the License Information widget, click Update license.
4. Browse for the license (.lic) file.
5. Select the file, and click Open.
6. To confirm the upload, click Yes.
FortiCloud access
FortiCloud provides single-pane of glass management for your Fortinet products, including your FortiVoice phone
systems (hardware appliances and virtual machines). With FortiCloud enabled on your FortiVoice, remote management
becomes easy and convenient because you don’t have to remember various IP addresses or fully qualified domain
names (FQDN) to access your FortiVoice.
For this task, complete the following sections:
l Enabling FortiCloud access for FortiVoice on page 27
l Accessing FortiVoice from FortiCloud on page 28

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Using the dashboard
Enabling FortiCloud access for FortiVoice
Before you begin

l Make sure that you have your login credentials for your FortiCloud account. You will need them to complete the
steps in this section. If you need to register for an account, go to the Fortinet Support website. For FortiCloud
account details, see the New Account Onboarding document in FortiCloud Account Services.
l After purchasing your FortiVoice unit, complete the FortiVoice product registration at the Fortinet Support website.
For details, see Registering your Fortinet product on page 11.
l If you have deployed a FortiVoice VM, upload the VM license. For details, see Uploading a license file on page 26.
To enable FortiCloud access
1. In FortiVoice, go to Dashboard > Status.
2. In the License Information widget, go to FortiCloud and click Activate.
3. Enter the Email and Password associated with your FortiCloud account.
4. Click OK.
FortiCloud shows Activated.
5. In the License Information widget, go to Cloud Management and make sure that it displays Enabled.

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Using the dashboard
6. If Cloud Management shows Disabled:

a. Click Configure.
b. Enable Cloud Management.

c. Click OK.
Cloud Management shows Enabled.
7. Continue with Accessing FortiVoice from FortiCloud on page 28.
Accessing FortiVoice from FortiCloud
Before you begin

l Make sure to complete Enabling FortiCloud access for FortiVoice on page 27.
To access FortiVoice from FortiCloud
1. Go to the Fortinet Support website.
2. Click Login Now.
The FortiCloud login page displays.

3. Enter the Email and Password associated with your FortiCloud account.
4. Click Log in.

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Using the dashboard
5. Go to Asset Management > Products > Product List.
6. In the Serial Number column, click the FortiVoice instance that you want to access.
7. Scroll down to Manage Cloud Services and click Remote Access.
8. If your web browser asks you to select a certificate, click OK.

The FortiVoice login dialog displays.
9. Enter the Name and Password associated with the FortiVoice admin account.
10. Click Log In.
The FortiVoice GUI page opens.
11. You can start managing your FortiVoice through FortiCloud which works exactly like managing FortiVoice directly.
System Resource widget
The Status > Dashboard > System Resource widget displays the CPU, memory, and disk space usage. It also displays
the system load and current number of IP sessions.

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Using the dashboard
The system resources history can also be viewed in this widget by clicking History. The system resources history
contains four graphs. Each graph displays readings of one of the system resources: CPU, memory, IP sessions, and
network bandwidth usage. Each graph is divided by a grid.
If there are any mismatched phones under Generic phones > Mismatched, you can click View to display them. For
detailed information, see Viewing mismatched phones on page 36.
Statistics History widget
The Status > Dashboard > Statistics History widget contains charts that summarize the number of calls in each time
period that the FortiVoice unit recorded.
See also Viewing Call Statistics on page 30.
Service Status widget
The Status > Dashboard > Service Status widget displays the number of current calls, extension status, trunk status, and
device connection status.
Recent Call widget
The Status > Dashboard > Recent Call widget displays the calls processed by the FortiVoice unit, including phone
numbers, call directions, call starting time and duration, and call status.
The maximum call records shown is 8.
Viewing Call Statistics
The Dashboard > Call Statistics tab contains summaries of the number of calls by time and direction that the FortiVoice
unit recorded.
Using the CLI Console
You can access the CLI without exiting from the GUI by using one of the following methods:
l Go to Dashboard > Console.
l
Go to the top banner and click .
If you want to move the CLI Console into a pop-up window that you can resize and reposition, click the Open in New
Window button at the bottom of the page.

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Monitoring the FortiVoice system
The Monitor menu displays system usage, log messages, reports, and other status-indicating items.
l Viewing phone system status on page 31
l Viewing extensions and devices on page 33
l Viewing call detail records on page 38
l Viewing generated reports on page 38
l Viewing log messages on page 39
l Viewing call directory on page 42
l Blocking SIP device IP addresses on page 42
l Viewing recorded call and fax storage on page 42
Viewing phone system status
Monitor > Phone System displays all the ongoing phone calls, parked calls, conference calls, trunks, and DHCP clients.
l Viewing active calls on page 31
l Viewing parked calls on page 31
l Viewing conference calls on page 32
l Viewing trunk status on page 32
l Viewing DHCP client list on page 32
Viewing active calls
Monitor > Phone System > Active Call displays all the ongoing phone calls in realtime, including the callers and
receivers, the trunks through which phone calls are connected, the call status, and the call duration.
You can stop a phone call by clicking the Hang up icon.
The call statuses include:
l Ringing: The receiver’s phone is ringing.
l Connected: Callers are connected. The voice channel is established.
l Voicemail: The call goes to the voicemail.
Viewing parked calls
A parked call is similar to a call that is on hold, except that the parked call can then be picked up from any extension.
To view parked calls, go to Monitor > Phone System > Parked Call.

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For more information on call parking, see Configuring call parking on page 298.
Viewing conference calls
Monitor > Phone System > Conference displays the conference call records, including the name of the conference call,
the extension number of the call, the displayed name of the caller, and the call duration.
You can stop a caller from attending the conference call by selecting the caller and clicking the Kick Out icon.
For more information, see Configuring conference calls on page 287.
Viewing trunk status
Monitor > Phone System > Trunk displays all the trunks in realtime, including their names, IP addresses, types, status,
and registration/connection status with the voice over Internet Protocol (VoIP) or the public switched telephone network
(PSTN) service provider.
The trunk statuses include:
l Not registered: The trunk is not registered with the VoIP or PSTN service provider and is not in service.
l In service: The trunk is registered with the VoIP or PSTN service provider and is in service.
l Unavailable: The trunk is not reachable.
l Alarm detected: There is a problem with the trunk.
l Admin down: The trunk is disabled.
l Unmonitored: The trunk is not monitored.
You can stop a phone call by clicking the Hang up button.
The Registration/Connection column indicates if a trunk has been registered with or connected to the VoIP or PSTN
service provider. The Registration/Connection column can show the following icons:
l
: The trunk is registered. ((This icon is for the SIP trunk, office peer, and gateway only.)
l
: The trunk is OK. (This icon is for the PSTN only.)
l
: The trunk or trunk channel has a red alarm. (This icon is for the PSTN only.)
l
: The trunk or trunk channel is in service. (This icon is for the PSTN only.)
l
: The trunk or trunk channel has an alarm. (This icon is for the PSTN only.)
For more information, see Configuring trunks on page 217.
Viewing DHCP client list
Monitor > Phone System > DHCP displays all the DHCP-enabled devices connected to the FortiVoice unit in realtime.
After a DHCP-enabled phone connects to the FortiVoice unit and is auto-discovered, the FortiVoice unit assigns an IP
address to the phone and sends the basic PBX setup information to it.
For the supported DHCP-enabled phone to connect to the FortiVoice unit:

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l In the FortiVoice DHCP server configuration, select DHCP option 66 (an advanced option on the GUI) and include
the IP address of the FortiVoice interface connected to the same network as the SIP phones to be auto-provisioned.
For more information, see Configuring DHCP server on page 51.
DHCP server option 66 identifies a TFTP server and includes the IP address of the TFTP server and downloads the
TFTP server identity to the device that gets an IP address from the DHCP server. DHCP option 66 is defined in RFC
2132.
l If using your own DHCP server, set the DHCP server option 66 to the FortiVoice unit’s TFTP server (Opt66) value.
For more information, see Configuring DHCP server on page 51.
l If the FortiVoice unit and the SIP phone with an IP assigned by a DHCP server are on different subnets, proper route
should be set to make them reachable.
GUI field Description

Export Select to save the DHCP client list in csv format.
MAC Address The Media Access Control address (MAC address) of the DHCP client.
Interface The FortiVoice unit port to which the DHCP client connects. For information on FortiVoice
interfaces, see Configuring network settings on page 44.
IP The IP address of the DHCP client assigned by the FortiVoice DHCP server.
Expiry Time The expiration time of the DHCP client IP address.

Device Type The brand names of the DHCP clients.
Extension When a DHCP-enabled device connects to the FortiVoice unit, the FortiVoice unit assigns a
temporary ID to the device if it is a supported device. If an extension number is assigned to the
phone, the extension number appears. For information on assigning extensions, see Viewing
FortiFone desk phones on page 34.
Configuration l OK: The DHCP client is assigned to a new or an existing extension user.
Status l Not assigned: The DHCP client is not assigned to a new or an existing extension user.
l Misconfigured: The DHCP client’s configuration has errors.
Viewing extensions and devices
Monitor > Extension & Device displays all the extensions, the extensions configured for hot desking, FortiFone desk
phones, FortiFone software phones, and generic SIP phones.
l Viewing extension status on page 34
l Viewing FortiFone desk phones on page 34
l Viewing FortiFone softclients on page 35
l Viewing generic SIP phones on page 36
l Viewing mismatched phones on page 36
l Viewing activity details of hot desking extensions on page 36
l Viewing unmanaged gateways on page 36

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Viewing extension status
Monitor > Extension & Device > Extension displays all the extensions in realtime, including their statuses, numbers,
display names, types, IP addresses for SIP extensions, phone information, and if it has any auxiliary devices.
For more information, see Configuring extensions on page 176.
Viewing FortiFone desk phones
Monitor > Extension & Device > Phone lists the supported phones auto-discovered by the FortiVoice unit, assigned or
not assigned to any extensions.
After a phone with a Management status of Not Assigned connects to the FortiVoice unit and is auto-discovered, the
FortiVoice unit assigns an IP address to the phone and sends the basic PBX setup information to it.
After assigning an extension to the phone, the extension’s full configuration file will be sent to the phone if the auto-
provisioning option is selected in the user privilege applied to the extension. For details, see Setting up local extensions
on page 176 and Configuring user privileges on page 148.

New Click to add a new FortiFone desk phone. For details, see Configuring desk phones on
page 155.
Delete Select one or more SIP phone records and click this button to remove them all at once.
Action l Assign to New Extension: Select a phone with a Not Assigned management status
and click this option to add an extension and assign this phone to the extension at
the same time. For more information, see To assign a new extension user to a Not
Assigned phone on page 35.
l Assign to Existing Extension: Select a phone with a Not Assigned management
status and click this option to assign this phone to an existing extension. For more
information, see To assign a new extension user to a Not Assigned phone on page
35.
l Assign as Auxiliary to Existing Extension: Select a phone with a Not Assigned
management status and click this option to assign it to an existing extension as an
auxiliary device. For more information, see To assign an existing extension user to a
Not Assigned phone as an auxiliary device on page 35and Configuring IP
extensions on page 176.
l View Phone Configuration: Select a phone with an Assigned management status
and click this option display its configuration file.
l View accounts: For FortiFone phones to which multiple extensions can be
associated, such as FON-850/860/870 and FON-D70/D71/D72, click this option to
view the associated extensions. This option is only active when a FortiFone phone
has multiple extensions associated with it.
l Export: Select to save the extension list in CSV format.
Extension When a phone is registered with an extension, this column shows .
Some phone models, such as the FON-D71, can have multiple registered extensions. In
this case, the icon also shows the number of registered extensions. For example, .

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MAC Address The Media Access Control address (MAC address) of the SIP phone.
Phone Model The phone brand and model.
Phone Profile The profile for this phone. See Configuring SIP profiles on page 137.
Management Displays if the phone has been Assigned or Not Assigned to an extension.
Number The extension number of the phone.
Display Name The name displaying on the phone, such as John Doe.
Status Displays if the phone is registered with the FortiVoice unit. A registered phone is
assigned an IP address and basic PBX setup information.
IP The IP address of the phone assigned by the FortiVoice unit.
Phone Info The model, MAC address, and firmware version of the phone for this extension.
Version The firmware version that is installed on the phone.
To assign a new extension user to a Not Assigned phone

1. Go to Monitor > Extension & Device > Phone.
2. In the Management column, select a Not Assigned phone.
3. Click Action and select Assign to New Extension.
4. Review the extension details and click Next. For details, see Configuring IP extensions on page 176.
5. Review the phone details and click Next.
6. Review the summary and click Finish.
To assign an existing extension user to a Not Assigned phone
3. Click Action and select Assign to Existing Extension.
4. Select the extension and click Next.
To assign an existing extension user to a Not Assigned phone as an auxiliary device
3. Click Action and select Assign as Auxiliary to Existing Extension.
4. Select the extension and click Next.
Viewing FortiFone softclients
Monitor > Extension & Device > Soft FortiFone lists the FortiFone softclients auto-discovered by the FortiVoice unit.

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Viewing generic SIP phones
Monitor > Extension & Device > Generic Phone lists the third-party SIP phones auto-discovered by the FortiVoice unit.
Viewing mismatched phones
Monitor > Extension & Device > Mismatched Phone displays the phones of which the registration information does not
match the desk phone models and has caused registration failure.
You can select a phone registration failure record and click Delete to remove it to avoid the confusion that the system is
compromised.
Viewing activity details of hot desking extensions
Monitor > Extension & Device > Hot Desking displays details of hot desking users, including:
l Logout: Click to log out a Hot-Desked phone
l Renew: Click to refresh the expiration of the hot desk session.
l Status:The status of the hot desking extension: logged in or logged out.
l Number: The hot desking extension number.
l Display Name: The name displayed on the hot desking extension.
l Host Device: The extension number or MAC address (when a phone is identified as Not Assigned) that a hot
desking user logs into.
l Last Login: The last login time at the host device.
l Expiry: The login expiry time.
Hot desking enables users to log into another phone. However, unlike using Follow Me or Call Forwarding which simply
redirect a user's calls to another user’s phone, hot desking takes total control of another phone by applying all of the
user's own phone settings to that phone until the user logs out. Each user can log into another phone by pressing *11
and enter his extension number and user PIN following the prompts. To log out, a user can press *12.
Depending of the phone model, the host phone may reboot.
For information about configuring hot desking, see Hot-desking on page 151.
Viewing unmanaged gateways
Monitor > Extension & Device > Unmanaged Gateway lists the supported FortiVoice gateways auto-discovered by the
FortiVoice unit but not added to the FortiVoice unit.
After a gateway connects to the FortiVoice unit and boots up, it will automatically discover the FortiVoice unit through SIP
PNP.
For detailed deployment instructions, see the applicable gateway guide:
l FortiVoice FXO Gateway Deployment Guide
l FortiVoice FXS Gateway Deployment Guide
l FortiVoice PRI Gateway Deployment Guide

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Action l Create New Device: Select an unmanaged gateway and click this option to add the
gateway to the FortiVoice unit. The gateway record disappears from the Unmanaged
Gateway list. For more information, see To add a gateway to the FortiVoice unit on
page 37
l Replace Existing Device: If you need to replace a gateway for any reason, select the
gateway and click this option to find a new gateway for replacement. For more
information, see To replace an existing gateway on page 38.
Serial number The serial number of the unmanaged gateway.
Type The gateway brand and model.
IP The IP address of the unmanaged gateway assigned by the FortiVoice unit.
To add a gateway to the FortiVoice unit

1. Go to Monitor > Extension & Device > Unmanaged Gateway.
2. Select an unmanaged gateway.
3. Click Action and select Create New Device.

Enabled Select to activate the gateway.
Name Enter a unique name to identify the gateway.
Display Name Not required. You can leave this field empty.
Hostname/IP address Enter the hostname or IP address of the gateway.

If the FXO gateway is configured to use a non-default HTTPS port, then add
:<port number> after the IP address. For example, 192.168.1.21:4430.
l Get device information: Before you click this button, make sure to enter
the required information in the Admin user name and Admin password
fields below.
l Click this button to poll the gateway to get the serial number and the
MAC address of the gateway. This action can confirm that the
systems can communicate and that the password is valid.
l Connect Device: This procedure does not use this button.
Admin user name Enter the user name of the administrator account for logging in to the gateway.
The default is admin.
Admin password Enter the password associated with the Admin user name.
The default is no password.
Serial number The serial number of the gateway.
Type The type of gateway that you are adding to the FortiVoice phone system.
MAC address Enter the MAC address of the gateway.
Description Optionally, add any applicable comments for the gateway.
4. Click Finish.

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To replace an existing gateway

1. Go to Monitor > Phone System > Unmanaged Gateway.
2. Select the gateway to be replaced.
3. Click Action and select Replace existing device.
4. Select a new device to replace the old one.
5. Click Next.
6. Click Close.
Viewing call detail records
Monitor > Call History > Call Detail Record (CDR) displays all the phone calls made during a certain time period,
including time of the call, caller and receiver, call duration, call status, call direction, trunks used, call type, call
recordings, source departments, and destination departments.
Double-clicking on a call record displays the detailed call information, including the CDR flow.
You can filter the call record entries by making choices in the Direction, Disposition, Source Department, and Destination
Department dropdown lists.
Using the More Action dropdown list, you can do the following:
l Add to Contact: Select a caller or callee and add them to your contact list.
l Block: Select a caller or callee and block them.
l Flagged CDR: Show a list of flagged CDR calls. To save the list in the CSV format, click Export.
You can filter the call records display by clicking the Search button and entering criteria that records must match in order
to be visible.
You can also save the call records by selecting an option under Download. If you enable With call flow, you can
download call records with detailed call flow information.
See also Configuring call report profiles and generating reports on page 319.
Viewing generated reports
Monitor > Call Report displays the call reports and call center reports generated by the FortiVoice unit. You can delete,
view, and/or download generated reports.
FortiVoice units can generate reports automatically according to the report schedules that you configure. For more
information, see Configuring call center report profiles and generating reports on page 271.
To reduce the amount of hard disk space consumed by reports, regularly download then
delete generated reports from the FortiVoice unit.
To view call or call center reports

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1. Go to Monitor > Call Report > Report or Call Center Report.

Download Click to create a PDF or HTML version of the report.
Directory Lists the name of the generated report, and the date and time at which it was
generated.
For example, DeptReport-2022-06-27-154900 is a report named DeptReport,
generated on June 27, 2022 at 15:49:00. To view an individual section of the report in
HTML format, click + next to the report name to expand the list of HTML files that
comprise the report, then double-click one of the file names.
Last Access Time Lists the date and time when the FortiVoice unit completed the generated report.
Size (Byte) Lists the file size of the report in HTML format, in bytes.
2. To view the report in PDF file format, select a report and click Download. On the pop-up menu, select Download
PDF.
3. To view the report in HTML file format, you can view all sections of the report together, or you can view report
sections individually.
l To view all report sections together, select a report, such as CallReport-2022-06-27-2112-144843,
then click Download and select Download HTML. Your browser downloads a file with an archive (.zip) file
extension to your management computer. To view the report, first extract the report files from the archive, then
open the HTML files in your web browser.
l Each Query Selection in the report becomes a separate HTML file. You can view the report as individual HTML
files. In the row corresponding to the report that you want to view, click + next to the report name to expand the
list of sections, then double-click the file name of the section that you want to view, such as report1.html.
The report appears in a new browser window.
4. To view the report in CSV (comma-separated value) file format that can be viewed in a spreadsheet application
such as Microsoft Excel or Apache OpenOffice Calc, select a report and click Download. On the pop-up menu,
select Download CSV.
Viewing log messages
Monitor > Log displays locally stored log files. If you configured the FortiVoice unit to store log messages locally (that is,
to the hard disk), you can view the log messages currently stored in each log file.
Logs stored remotely cannot be viewed from the GUI of the FortiVoice unit. If you want to view logs from the GUI, also
enable local storage. For details, see Configuring logs and reports on page 314.
Monitor > Log displays the logs of administrator activities and system events as well as mail, voice, fax, hotel
management (with license only), call queue (with call center license only), call center (with license only), and phone
configuration.
For information about phone configuration update and firmware upgrade jobs, see Maintaining phones on page 109.
The log messages vary by levels. For more information, see Configuring logs and reports on page 314.
The log messages are also filtered by subtypes depending on log types.
To view the log files and their contents

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1. Go to Monitor > Log > System/Generic/Voice/Fax/Queue/Hotel/Call Center/Phone Configuration.

The list of the latest log files appears with the beginning and end of a log file’s time range and the size of a log file in
bytes. The queue log files display more information.
2. To view messages contained in logs, double-click a log file.
To view the current page’s worth of the log messages, right-click and select Export. You can then open or save the
.csv file. See Using the right-click pop-up menus on page 40.
3. To search the log files, click the Search button and enter criteria that records must match in order to be visible.
Unlike the search when viewing the contents of an individual log file, this search displays results regardless of which
log file contains them. For more information, see Searching log messages on page 41.
4. To view all log files, click List.
All log files display. You can select a log file to view, delete, or download it. Click Back to go to the list of the latest log
files.
5. Click the Configure View icon to show or hide columns, save the customized view, or reset the view to default. When
you save a customized view, future log message reports appear in this view.
Displaying and arranging log columns
When viewing logs, you can display, hide, sort and re-order columns.
For most columns, you can also filter data within the columns to include or exclude log messages which contain your
specified text in that column. For more information, see Searching log messages on page 41.
By default, each page’s worth of log messages is listed with the log message with the lowest index number towards the
top.
To sort the page’s entries in ascending or descending order
1. Click the column heading by which you want to sort.
The log messages are sorted in ascending order.
2. To sort in descending order, click the column heading again.
Depending on your currently selected theme:
l The column heading may darken in color to indicate which column is being used to sort the page.
l A small upwards-or downwards-pointing arrow may appear in the column heading next to its name to indicate
the current sort order.
To display or hide columns
2. Click Configure View(icon) > Show/Hide Columns.
3. Mark the check boxes of columns that you want to display.
4. Click OK.
To change the order of the columns
2. For each column whose order you want to change, click and drag its column heading to the left or right.
3. Click Configure View (icon) > Save View.
Using the right-click pop-up menus
When you right-click on a log message, a context menu appears.

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Log report right-click menu options
View Details Select to display the content of the log message.

Select All Select to select all log messages in the current page, so that you can export all messages
to a table.
Clear Selection Select to deselect one or multiple log messages.
Export Select to export the selected log messages as a .csv file.
Searching log messages
You can search logs to quickly find specific log messages in a log file, rather than browsing the entire contents of the log
file.
To search log messages
2. Click Search.
3. Enter your search criteria by configuring one or more of the following:

Keyword Enter any word or words to search for within the log messages.
For example, you might enter GUI session to locate all log messages containing
that exact phrase in any log field.
Message Enter all or part of the Message log field.
Log ID Enter all or part of the log ID in the log message.
Match condition l Contain: searches for the exact match.
l Wildcard: supports wildcards in the entered search criteria.
Status This field is available for searching Phone Configuration logs.
Click + to select the phone configuration log status.
Date Select the Start time and End time of log messages to include in the search results.
Time span Select the time span of log messages to include in the search results.
For example, you might want to search only log messages that were recorded during
the two weeks and 8 hours previous to the current date. In that case, you would
specify the current date, and also specify the size of the span of time (two weeks and
8 hours) before that date.
Load Previous Setting Select to populate the fields with the settings entered previously.
4. Click Search.
The FortiVoice unit searches for log messages that match your search criteria, and displays any matching log
messages.

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Viewing call directory
Monitor > Directory lets you view phone directories. For more information, see Creating contacts.
Blocking SIP device IP addresses
The FortiVoice unit automatically blocks the IP addresses of the SIP devices that initiate the attacks against any
extensions based on the thresholds and parameters set. For more information on configuring security settings, see
Configuring intrusion detection on page 171.
For blocked IP addresses, you may select an IP address to delete it, add it to the exempt list if it is wrongly blocked, and
view its blocked history.
For auto exempt IP addresses, you may select an IP address to delete it if you find it suspicious.
To view the blocked IP addresses, go to Monitor > Security > Blocked IP.
To view the exempted IP addresses, go to Monitor > Security > Auto Exempt IP.
Setting the security parameters
You can use the CLI to set the threshold for blocking IP addresses and sending alert email (the default is 50 attempted
logins per minute), the time interval to check the phone call activities (the default is 60 seconds), and the maximum
notification emails to send after the threshold is reached (the default is 100).
config security sip-authentication-failure
set threshold
set interval
set max-notification
end
Viewing recorded call and fax storage
Monitor > Storage displays the recorded calls, faxes, archived faxes, and faxes in queue.
l Playing recorded calls on page 42
l Viewing current fax accounts on page 43
l Viewing archived faxes on page 43
l Viewing fax queues on page 43
Playing recorded calls
The Recorded Call tab lists the calls recorded by the FortiVoice unit.

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To listen to a call, go to Monitor > Storage > Recorded Call and double-click a call record folder to open the archived call
files. Select a call file and click the Play button.
To save a recorded call, go to Monitor > Storage > Recorded Call and double-click a call record folder to open the
archived call files. Select a call file and click the Download button.
To search recorded calls, go to Monitor > Storage > Recorded Call , click Search, then New, enter the search values,
and click Create. Note that under Recording type, Conference refers to calls recorded based on the phone numbers that
are conference call numbers. System refers to all other type of calls recorded.
For information about configuring recording calls, see Recording calls on page 290.
For details about how to manage the recorded call access by department, see the Managing the access to phone call
recordings in the FortiVoice Cookbook.
Viewing current fax accounts
Monitor > Storage > Fax lists the fax accounts created on the FortiVoice unit. For more information about creating fax
accounts, see Configuring fax on page 299.
To view fax accounts, go to Monitor > Storage > Fax. The fax accounts are listed with their names, numbers, display
names, storage sizes, and faxes stored.
You can double-click a fax account and view the detailed information on the faxes it stores.
l Forward: Select a fax, click this option and enter the extension to which you want to forward the fax.
l Download PDF: Select a fax and click this option to save it.
Viewing archived faxes
Monitor > Storage > Fax Archive lists the faxes sent and received through the FortiVoice unit. For more information
about fax, see Configuring fax on page 299.
To search archived fax, go to Monitor > Storage > Fax Archive, click Search, then New, enter the search values, and
click Create.
You can double-click a fax folder and view the detailed information on the faxes it stores.
Viewing fax queues
Monitor > Storage > Fax Archive lists the faxes waiting to be sent or having failed to be sent on the FortiVoice unit. You
can download the faxes. For more information about fax, see Configuring fax on page 299.

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Configuring system settings
The System menu lets you set up configurations of the FortiVoice operation system, including administrator accounts,
network settings, system time, SIP settings, system maintenance, and more.
l Configuring network settings on page 44
l Configuring administrator accounts and access profiles on page 53
l Configuring RAID on page 56
l Using high availability on page 59
l Working with system configurations on page 78
l Configuring advanced phone system settings on page 93
l Managing certificates on page 99
l Maintaining the system on page 107
Configuring network settings
The Network submenu provides options to configure network connectivity and administrative access to the GUI or CLI of
the FortiVoice unit through each network interface.
l About IPv6 support on page 44
l About the management IP on page 45
l About FortiVoice logical interfaces on page 45
l Configuring the network interfaces on page 46
l Configuring static routes on page 49
l Configuring DNS on page 50
l Configuring DHCP server on page 51
l Capturing voice and fax packets on page 52
About IPv6 support
IP version 6 (IPv6) handles issues that were not around decades ago when IPv4 was created such as running out of IP
addresses, fair distributing of IP addresses, built-in quality of service (QoS) features, better multimedia support, and
improved handling of fragmentation. A bigger address space, bigger default packet size, and more optional header
extensions provide these features with flexibility to customize them to any needs.
IPv6 has 128-bit addresses compared to IPv4’s 32-bit addresses, effectively eliminating address exhaustion. This new
very large address space will likely reduce the need for network address translation (NAT) since IPv6 provides more
than a billion IP addresses for each person on Earth. All hardware and software network components must support this
new address size, an upgrade that may take a while to complete and will force IPv6 and IPv4 to work side-by-side during
the transition period.

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The FortiVoice unit supports the following IPv6 features:

l Network interface
l Network routing
l DNS
l DHCP
l Phone extension
l Trunk
About the management IP
The FortiVoice unit has an IP address for administrators to configure it through a network connection rather than a local
console. The management IP address enables administrators to connect to the FortiVoice unit through port1 or other
network ports, even when they are currently bridging.
By default, the management IP address is indirectly bound to port1 through the bridge. If other network interfaces are
also included in the bridge with port1, you can configure the FortiVoice unit to respond to connections to the
management IP address that arrive on those other network interfaces.
You can access the GUI and the FortiVoice user account using the management IP address. For details, see Connecting
to the GUI.
About FortiVoice logical interfaces
In addition to the FortiVoice physical interfaces, you can create the following types of logical interfaces on the FortiVoice
unit:
l VLAN subinterfaces on page 45
l Redundant interfaces on page 46
l Loopback interfaces on page 46
VLAN subinterfaces
A Virtual LAN (VLAN) subinterface, also called a VLAN, is a virtual interface on a physical interface. The subinterface
allows routing of VLAN tagged packets using that physical interface, but it is separate from any other traffic on the
physical interface.
Virtual LANs (VLANs) use ID tags to logically separate devices on a network into smaller broadcast domains. These
smaller domains forward packets only to devices that are part of that VLAN domain. This reduces traffic and increases
network security.
One example of an application of VLANs is a company’s accounting department. Accounting computers may be located
at both main and branch offices. However, accounting computers need to communicate with each other frequently and
require increased security. VLANs allow the accounting network traffic to be sent only to accounting computers and to
connect accounting computers in different locations as if they were on the same physical subnet.
For information about adding VLAN subinterfaces, see Configuring the network interfaces on page 46.

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Redundant interfaces
On the FortiVoice unit, you can combine two or more physical interfaces to provide link redundancy. This feature allows
you to connect to two or more switches to ensure connectivity in the event one physical interface or the equipment on
that interface fails.
In a redundant interface, traffic is only going over one interface at any time. This differs from an aggregated interface
where traffic is going over all interfaces for increased bandwidth. This difference means redundant interfaces can have
more robust configurations with fewer possible points of failure. This is important in a fully-meshed high availability (HA)
configuration.
A physical interface is available to be in a redundant interface if:
l it is a physical interface, not a VLAN interface
l it is not already part of a redundant interface
l it has no defined IP address and is not configured for DHCP
l it does not have any VLAN subinterfaces
l it is not monitored by HA
When a physical interface is included in a redundant interface, it is not listed on the System > Network > Network page.
You cannot configure the interface anymore.
For information about adding redundant interfaces, see Configuring the network interfaces on page 46.
Loopback interfaces
A loopback interface is a logical interface that is always up (no physical link dependency) and the attached subnet is
always present in the routing table.
The FortiVoice’s loopback IP address does not depend on one specific external port, and is therefore possible to access
it through several physical or VLAN interfaces. In the current release, you can only add one loopback interface on the
FortiVoice unit.
For information about adding a loopback interface, see Configuring the network interfaces on page 46.
Configuring the network interfaces
The System > Network > Network tab displays the FortiVoice unit’s network interfaces.
You must configure at least one network interface for the FortiVoice unit to connect to your network. Depending on your
network topology and other considerations, you can connect the FortiVoice unit to your network using two or more of the
network interfaces. You can configure each network interface separately. You can also configure advanced interface
options, including VLAN subinterfaces, redundant interfaces, and loopback interfaces. For more information, see About
FortiVoice logical interfaces on page 45, and Editing network interfaces on page 47.
To view the list of network interfaces, go to System > Network > Network.

Name Displays the name of the network interface, such as port1.

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Type Displays the interface type: physical, VLAN, redundant, or loopback. For details,
see About FortiVoice logical interfaces on page 45.
IP/Netmask Displays the IP address and netmask of the network interface.
IPv6/Netmask Displays the IPv6 address and netmask of the network interface. For more
information about IPv6 support, see About IPv6 support on page 44.
Access Displays the administrative access and phone user access that are enabled on the
network interface, such as HTTPS for the GUI.
Status Indicates the up (available) or down (unavailable) administrative status for the
network interface.
l Green check mark: The network interface is up and can receive traffic.
l Red cross mark: The network interface is down and cannot receive traffic.
To change the administrative status (that is, bring up or down a network interface),
see Editing network interfaces on page 47.
Referenced (icon) Indicates if a network interface is used by other services, such as DHCP.
A green dot means a network interface is used by other services.
A gray dot means a network interface is not used by other services.
Editing network interfaces
You can edit the FortiVoice physical network interfaces to change their IP addresses, netmasks, administrative access
protocols, and other Setting. You can also create or edit logical interfaces, such as VLANs, redundant interfaces and the
loopback interface.
Enable administrative access only on network interfaces connected to trusted private

networks or directly to your management computer. If possible, enable only secure
administrative access protocols such as HTTPS or SSH. Failure to restrict administrative
access could compromise the security of your FortiVoice unit.
You can restrict which IP addresses are permitted to log in as a FortiVoice administrator through network interfaces. For
details, see Configuring administrator accounts on page 53.
To create or edit a network interface
1. Go to System > Network > Network.

2. Double-click a network interface to modify it or select the interface and click Edit. If you want to create a logical
interface, click New.
The Edit Interface dialog appears.
3. Configure the following:
Interface Name If you are editing an existing interface, this field displays the name (such as
port2) and media access control (MAC) address for this network interface.
If you are creating a logical interface, enter a name for the interface.

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Type If you are creating a logical interface, select which type of interface you want to
create. For information about logical interface types, see About FortiVoice
logical interfaces on page 45.
l VLAN: If you want to create a VLAN subinterface, select the interface for
which you want to create the subinterface. Then specify a VLAN ID. Valid
VLAN ID numbers are from 1 to 4094, while 0 is used for high priority
frames, and 4095 is reserved.
l Redundant: If you want to create a redundant interface, click + in the
Interface Member field to add interface members. Usually, you need to

include two or more interfaces as the redundant interface members.
l Loopback: If you want to add a loopback interface, select the Loopback
type and the interface name will be automatically reset to “loopback”. You
can only add one loopback interface on the FortiVoice unit.
Addressing Mode l Manual: Select to enter the IP address or IPv6 address and netmask for
the network interface in IP/Netmask or IPv6/Netmask.
l DHCP: Select and click Update request to retrieve a dynamic IP address
using DHCP.
Advanced Setting
Access Enable protocols that this network interface should accept for connections to
the FortiVoice unit itself. (These options do not affect connections that will
travel through the FortiVoice unit.)
l HTTPS: Enable to allow secure HTTPS connections to the GUI, and
extension user account through this network interface.

l HTTP: Enable to allow HTTP connections to the GUI, and extension user
account through this network interface.

l PING: Enable to allow ICMP ECHO (ping) responses from this network
interface.
l SSH: Enable to allow SSH connections to the CLI through this network
interface.
l SNMP: Enable to allow SNMP connections (queries) to this network
interface.
For information on further restricting access, or on configuring the
network interface that will be the source of traps, see Configuring the
network interfaces on page 46.
l TELNET: Enable to allow Telnet connections to the CLI through this
network interface.
l TFTP: Enable to allow TFTP connections to this network interface.
l NTP: Enable to allow SIP phones to connect to this server to synchronize
time.
l LDAP: Enable to allow SIP phones to connect to this server to retrieve
phone directories.
l SIPPnP: Enable SIPPnP multicast function for the connected phones to
find the provisioning server contained in its message for the phones.
l MDNS: Enable MDNS multicast function for the connected phones to find
the TFTP provisioning server contained in its message for the phones.

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This is mainly for backward support of legacy FortiFone phones.
HTTP and Telnet connections are not secure, and can be

intercepted by a third party. If possible, enable this option
only for network interfaces connected to a trusted private
network, or directly to your management computer. Failure
to restrict administrative access through this protocol could
compromise the security of your FortiVoice unit. For
information on further restricting access of administrative
connections, see Configuring administrator accounts on
page 53.
l MTU: For the maximum transmission unit (MTU), enter the maximum
packet or Ethernet frame size in bytes.
If network devices between the FortiVoice unit and its traffic destinations
require smaller or larger units of traffic, packets may require additional
processing at each node in the network to fragment or defragment the
units, resulting in reduced network performance. Adjusting the MTU to
match your network can improve network performance.
The default value is 1500 bytes. The MTU size must be between 68 and
9000 bytes. Change this if you need a lower value; for example, RFC
2516 prescribes a value of 1492 for the PPPoE protocol.
l Administrative status: Select either:
l Up: Enable (that is, bring up) the network interface so that it can send
and receive traffic.
l Down: Disable (that is, bring down) the network interface so that it
cannot send or receive traffic.
Configuring static routes
The System > Network > Routing tab displays a list of routes and lets you configure static routes and gateways used by
the FortiVoice unit.
Static routes direct traffic exiting the FortiVoice unit. You can specify through which network interface a packet will leave,
and the IP address of a next-hop router that is reachable from that network interface. The router is aware of which IP
addresses are reachable through various network pathways, and can forward those packets along pathways capable of
reaching the packets’ ultimate destinations.
A default route is a special type of static route. A default route matches all packets, and defines a gateway router that can
receive and route packets if no other, more specific static route is defined for the packet’s destination IP address.
You should configure at least one static route, a default route, that points to your gateway. However, you may configure
multiple static routes if you have multiple gateway routers, each of which should receive packets destined for a different
subset of IP addresses.
To determine which route a packet will be subject to, the FortiVoice unit compares the packet’s destination IP address to
those of the static routes and forwards the packet to the route with the large prefix match.

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When you add a static route through the GUI, the FortiVoice unit evaluates the route to determine if it represents a
different route compared to any other route already present in the list of static routes. If no route having the same
destination exists in the list of static routes, the FortiVoice unit adds the static route.
To view or configure static routes
1. Go to System > Network > Routing.

Enabled Displays the route status.
Destination IP/Netmask Displays the destination IP address and subnet of packets subject to the static
route. A setting of 0.0.0.0/0.0.0 indicates that the route matches all
destination IP addresses.
Gateway Displays the IP address of the next-hop router to which packets subject to the
static route will be forwarded.
Interface The interface that this route applies to.
Comment Displays any notes on the static route.
2. Either click New to add a route or double-click a route to modify it.

A dialog appears.
3. Select Enable to activate the route.
4. In Destination IP/netmask, enter the destination IP address and netmask of packets that will be subject to this static
route.
To create a default route that will match all packets, enter 0.0.0.0/0.0.0.0.
5. Select the interface that this route applies to.
6. In Gateway, type the IP address of the next-hop router to which the FortiVoice unit will forward packets subject to
this static route. This router must know how to route packets to the destination IP addresses that you have specified
in Destination IP/netmask. For an Internet connection, the next hop routing gateway routes traffic to the Internet.
7. Enter any comments you have for the route.
8. Click Create or OK.
Configuring DNS
FortiVoice units require DNS servers for features such as reverse DNS lookups. Your ISP may supply IP addresses of
DNS servers, or you may want to use the IP addresses of your own DNS servers.
For improved FortiVoice unit performance, use DNS servers on your local network.
The DNS tab lets you configure the DNS servers that the FortiVoice unit queries to resolve domain names into IP
addresses.

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To configure the primary and secondary DNS servers
1. Go to System > Network > DNS.

2. In Primary DNS server, enter the IP address of the primary DNS server.
3. In Secondary DNS server, enter the IP address of the secondary DNS server.
4. Click Apply.
Configuring DHCP server
A DHCP server provides an address to a client on the network, when requested, from a defined address range.
You can configure one or more DHCP servers on any FortiVoice interface. A DHCP server dynamically assigns IP
addresses to the clients on the network connected to the interface. These clients must be configured to obtain their IP
addresses using DHCP.
To configure the DHCP server
1. Go to System > Network > DHCP.

2. Click New and configure the following:
Enabled Select to enable the DHCP server.
ID The system will generate an ID for this configuration. This is view only.
Interface If this FortiVoice is in HA mode, make sure that the secondary unit has the
same interface as the primary unit. For information on HA, see Using high
availability on page 59.
Gateway Enter the IP address of the default gateway that the DHCP server assigns to
DHCP clients.
DNS options Select to use either a specific DNS server or the system’s DNS Setting.
If you select a specific DNS server, enter the Primary DNS server and the
Secondary DNS server fields.
For more information, see Configuring DNS on page 50.
Domain Enter the domain that the DHCP server assigns to its clients.
Netmask Enter the netmask of the addresses that the DHCP server assigns.
Advanced Setting
Lease time (Seconds) Enter the length of time an IP address remains assigned to a client. Once the
lease expires, the address is released for allocation to the next client request
for an IP address. The default time is 604800 seconds.
Vender class identifier Select this option to apply the DHCP configuration to the phones of a specific
option vendor identified by the VCI string supplied by the vendor or by checking
Monitor > PBX Status > DHCP > VCI.
VCI string Enter the phone VCI string supplied by the vendor.

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Option 66 The DHCP option 66 allows you to specify the IP addresses that the DHCP
server assigns to the DHCP clients which are the extension phones on the
FortiVoice phone system. The phones obtain the configuration files from these
addresses.
Auto provisioning Click to configure FortiVoice auto-provisioning. For details, see Configuring
settings SIP phone auto-provisioning on page 97.
DHCP IP Range Enter the start and end for the range of IP addresses that this DHCP server
assigns to the DHCP clients.
DHCP Excluded IP Enter a range of IP addresses that this server should not assign to the DHCP
Range clients.
Reserved IP Address Enter an IP address from the DHCP server to match it to a specific client using
its MAC address.
In a typical situation, an IP address is assigned ad hoc to a client, and that
assignment times out after a specific time of inactivity from the client, known as
the lease time. To ensure a client always has the same IP address, that is,
there is no lease time, use this option.
3. Click Create.
Capturing voice and fax packets
When troubleshooting networks, it helps to look inside the contents of the packets. This helps to determine if the packets,
route, and destination are all what you expect. Traffic capture can also be called packet sniffing, a network tap, or logic
analyzing.
Packet sniffing tells you what is happening on the network at a low level. This can be very useful for troubleshooting
problems, such as:
l Finding missing traffic.
l Seeing if sessions are setting up properly.
l Locating ARP problems such as broadcast storm sources and causes.
l Confirming which address a computer is using on the network if they have multiple addresses or are on multiple
networks.
l Confirming routing is working as you expect.
l Intermittent missing PING packets.
If you are running a constant traffic application such as ping, packet sniffing can tell you if the traffic is reaching the
destination, how the port enters and exits the FortiVoice unit, if the ARP resolution is correct, and if the traffic is returning
to the source as expected. You can also use packet switching to verify that NAT or other configuration is translating
addresses or routing traffic the way that you want it to.
Before you start sniffing packets, you need to have a good idea of what you are looking for. Sniffing is used to confirm or
deny your ideas about what is happening on the network. If you try sniffing without a plan to narrow your search, you
could end up with too much data to effectively analyze. On the other hand, you need to sniff enough packets to really
understand all of the patterns and behavior that you are looking for.

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To capture voice and fax packets
1. Go to System > Network > Traffic Capture.

Stop Click to stop the packet capture.
Download When the capture is complete, click Download to save the packet capture file
to your hard disk for further analysis.
Name The name of the packet capture file.
Size (Byte) The size of the packet capture file.
Status The status of the packet capture process, Complete or Running.
2. Click New.
3. In Capture file prefix, enter a prefix for the file generated from the captured traffic. This will make it easier to
recognize the files. This field supports numbers, letters, spaces, underscores, backslashes, dots, hyphens, round
brackets, and colons. The file name format is <prefix>_<yyyy-mm-dd>-<hh-mm-ss>.pcap. Example: test-2022-10-
06-07-20-55.pcap.
4. In Duration, enter the time period for performing the packet capture.
5. For SIP Connection, do the following:
l In Peers, click + to add the extension or trunk of which you want to capture the voice packets. You can select up
to 3 peers.
l If you want to limit the scope of traffic capture, in IP/HOST, enter a maximum of 3 IP addresses or host names
for the extensions and trunks you selected. Only traffic on these IP addresses or host names is captured.
6. Select the filter for the traffic capture:
l SIP: Only SIP traffic of the peers you select will be captured.
l Use Protocol: Only UDP or TCP traffic of the peers you select will be captured.
l Capture All: All network traffic will be captured.
7. For Exclusion, enter the IP addresses or host names and port numbers of which you do not want to capture voice
traffic.
8. Click Create.
Configuring administrator accounts and access profiles
The Administrator submenu configures administrator accounts and access profiles.

l Configuring administrator accounts on page 53
l Configuring administrator profiles on page 56
Configuring administrator accounts
System > Administrator > Administrator displays a list of the FortiVoice unit’s administrator accounts and the trusted host
IP addresses administrators use to log in (if configured).

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By default, FortiVoice units have a single administrator account, admin. For more granular control over administrative
access, you can create additional administrator accounts with restricted permissions.
To view and configure administrator accounts
1. Go to System > Administrator > Administrator.

Enabled Displays the administrator status.
Name Displays the name of the administrator account.
Admin Profile The administrator profile that determines which functional areas the
administrator account may view or affect.
Authentication Type The administrator authentication type: Local,LDAP or Single Sign On.
Authentication Profile The LDAP authentication profile. For more information, see Configuring LDAP
settings on page 129.
Trusted Hosts Displays the IP address and netmask from which the administrator can log in.
2. Either click New to add an account or double-click an account to modify it.

A dialog appears.

Enabled Click to activate the administrator status. By default, this is enabled.
Administrator Enter the name for this administrator account.
The name can contain numbers (0-9), uppercase and lowercase letters
(A-Z, a-z), hyphens ( - ), and underscores ( _ ). Other special characters and
spaces are not allowed.
Email address Enter the administrator’s email address.
Associate extension If the Authentication type is Single Sign On, select an extension.
Single sign on (SSO) allows you to connect to the FortiVoice GUI and access
the user portal without having to do a second sign in. For more details about
using SSO, see Connecting to the FortiVoice GUI on page 15.
Click Edit to modify the selected extension or click New to configure a new one.
For more information about extensions, see Configuring IP extensions on page
176.
For more information about the SSO configuration , see Configuring single sign
on on page 91.
Admin profile Select the name of an admin profile that determines which functional areas the
administrator account may view or affect.
Click New to create a new profile or Edit to modify the selected profile. For
details, see Configuring administrator profiles on page 56.
Access mode Specify the access privilege: CLI, GUI, or REST API.
REST API is needed for the security fabric configuration. See Configuring
FortiVoice to join the Security Fabric on page 92.

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Authentication type Select an administrator authentication type: Local, RADIUS, LDAP or Single
Sign On.
For information about single sign on, see Configuring single sign on on page
91.
New password Enter this account’s password.
The password can contain any character except spaces.
This field does not appear if Authentication type is LDAP.
Do not enter a FortiVoice administrator password less than

six characters long. For better security, enter a longer
password with a complex combination of characters and
numbers, and change the password regularly. Failure to
provide a strong password could compromise the security of
your FortiVoice unit.
Confirm password Enter this account’s password again to confirm it.

This field does not appear if Authentication type is LDAP.
LDAP profile If you select LDAP for Authentication type, select an LDAP authentication
profile. For more information, see Configuring LDAP settings on page 129.
Trusted hosts type Select a trusted host type:

l User defined: Add details about the hosts in Trusted Hosts.
l RFC 1918 predefined: FortiVoice allows connections from any private IP
addresses specified by the request for comment 1918 (RFC 1918).

Trusted hosts Enter an IPv4 or IPv6 address or subnet from which this administrator can log
in.
If you want the administrator to access the FortiVoice unit from any IP address,
use 0.0.0.0/0.0.0.0.
Enter the IP address and netmask in dotted decimal format. For example, you
might permit the administrator to log in to the FortiVoice unit from your private
network by typing 192.168.1.0/255.255.255.0.
For additional security, restrict all trusted host entries to

administrative hosts on your trusted private network. For
example, if your FortiVoice administrators log in only from the
10.10.10.10/24 subnet, to prevent possibly fraudulent login
attempts from unauthorized locations, you could configure
that subnet in the Trusted Host #1, Trusted Host #2, and
Trusted Host #3 fields.
For information on restricting administrative access protocols

that can be used by these hosts, see Editing network
interfaces on page 47.

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Click the + sign to add additional IP addresses or subnets from which the
administrator can log in.
Select language Select this administrator account’s preference for the display language of the
GUI.
Select theme Select this administrator account’s preference for the display theme or click
Use Current to choose the theme currently in effect.
The administrator may switch the theme at any time during a session by
clicking Next Theme.
Department only Select the checkbox if this is a department administrator.
Description Select Edit to enter any comments for the administrator account.
Departments Click the + sign to add the department to which the administrator belongs.
This option is only available if you select Department only.
4. Click Create.
Configuring administrator profiles
System > Administrator > Admin Profile displays a list of administrator access profiles.
Administrator profiles govern which areas of the GUI and CLI that an administrator can access, and whether or not they
have the permissions necessary to change the configuration or otherwise modify items in each area.
To configure administrator access profiles
1. Go to System > Administrator > Admin Profile.
2. Either click New to add an account or double-click an access profile to modify it.
3. In Profile name, enter the name for this access profile.
4. For each access control option, select the permissions to be granted to administrator accounts associated with this
access profile:
l None
l Read Only
l Read-Write
5. Click Create.
Configuring RAID
The following FortiVoice unit models can be configured to use redundant array of independent
disks (RAID) with their hard disks:
l FVE-2000F
l FVE-5000F
If your FortiVoice unit model does not support RAID, the UI will not display the RAID menu.

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If your FortiVoice unit model supports RAID, go to System > RAID to configure a RAID for the FortiVoice unit hard disks
that are used to store logs and voice data.
The default RAID level should give good results, but you can modify the configuration to suit your individual requirements
for enhanced performance and reliability. For more information, see Configuring RAID on page 57.
RAID events can be logged and reported with alert email. These events include disk full and disk failure notices. For
more information, see About FortiVoice logging on page 314, and Configuring alert email on page 327.
About RAID levels
The FortiVoice models supporting RAID use hardware RAID controllers that require that the log disk and voice disk use
the same RAID level.
Each of the models has 2 factory-installed hard drives. The available RAID levels are 0 and 1 and the default is 1. You
can replace a hard drive if required. For details, see Replacing a RAID disk on page 59.
Configuring RAID
You can modify the RAID level configuration to suit you individual requirements for enhanced performance and
reliability.
To configure RAID
1. Go to System > RAID > RAID System.
GUI item Description
Model Displays the type of the RAID controller.
Rescan Click to rebuild the RAID unit with disks that are currently a member of it, or
detect newly added hard disks, and start a diagnostic check.
Driver Displays the version of the RAID controller’s driver software.
Firmware Displays the version of the RAID controller’s firmware.
List of RAID units in the array
Device Displays the name of the RAID unit. This indicates whether it is used for voice
data or log message data. This is hard-coded and not configurable.
Unit Indicates the identifier of the RAID unit, such as u0.
Level Indicates the RAID level currently in use. You may change the level.
For more information, see About RAID levels on page 57.
Status Indicates the status of the RAID unit.

l OK: The RAID unit is operating normally.
l Warning: The RAID controller is currently performing a background task
(rebuilding, migrating, or initializing the RAID unit).

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Do not remove hard disks while this status is displayed.

Removing active hard disks can cause hardware damage.
l Error: The RAID unit is degraded or inoperable. Causes vary, such as

when too many hard disks in the unit fail and the RAID unit no longer has
the minimum number of disks required to operate in your selected RAID
level. To correct such a situation, replace the failed hard disks.
l No Units: No RAID units are available.
If both Error and Warning conditions exist, the status

appears as Error.
Size Indicates the total disk space, in gigabytes (GB), available for the RAID unit.
Available space varies by your RAID level selection. Due to some space being
consumed to store data required by RAID, available storage space will not
equal the sum of the capacities of hard disks in the unit.
Speed Displays the average speed in kilobytes (KB) per second of the data transfer
for the resynchronization. This is affected by the disk being in use during the
resynchronization.
Apply Click to save changes.
List of hard disks in the array
ID/Port Indicates the identifier of each hard disk visible to the RAID controller.
Part of Unit Indicates the RAID unit to which the hard disk belongs, if any.
To be usable by the FortiVoice unit, you must add the hard disk to a RAID unit.
Status Indicates the hardware viability of the hard disk.

l OK: The hard disk is operating normally.
l UNKNOWN: The viability of the hard disk is not known. Causes vary,
such as the hard disk not being a member of a RAID unit. In such a case,
the RAID controller does not monitor its current status.
Size Indicates the capacity of the hard disk, in gigabytes (GB).
Delete Click to unmount a hard disk before swapping it.

After replacing the disk, add it to a RAID unit, then click Rescan.
To change RAID levels
Back up data on the disk before beginning this procedure. Changing the device’s RAID level
temporarily suspends all mail processing and erases all data on the hard disk. For more
information on creating a backup, see Backing up the configuration on page 108.

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2. From Level, select a RAID level.
3. Click Apply.
The FortiVoice unit changes the RAID level and reboots.
Replacing a RAID disk
When replacing a disk in the RAID array, the new disk must have the same or greater storage capacity than the existing
disks in the array. If the new disk has a larger capacity than the other disks in the array, only the amount equal to the
smallest hard disk will be used. For example, if the RAID has 400 GB disks, and you replace one with a 500 GB disk, to
be consistent with the other disks, only 400 GB of the new disk will be used.
FortiVoice units support hot swap; shutting down the FortiVoice unit during hard disk replacement is not required.
To replace a disk in the array
2. In the row corresponding to the hard disk that you want to replace (for example, p4), select the hard disk and click
Delete.
The RAID controller removes the hard disk from the list.
3. Protect the FortiVoice unit from static electricity by using measures such as applying an antistatic wrist strap.
4. Physically remove the hard disk that corresponds to the one you removed in the web UI from its drive bay on the
FortiVoice unit.
5. Replace the hard disk with a new hard disk, inserting it into its drive bay on the FortiVoice unit.
6. Click Rescan.
The RAID controller will scan for available hard disks and should locate the new hard disk. Depending on the RAID
level, the FortiVoice unit may either automatically add the new hard disk to the RAID unit or allocate it as a spare
that will be automatically added to the array if one of the hard disks in the array fails.
The FortiVoice unit rebuilds the RAID array with the new hard disk. Time required varies by the size of the array.
Using high availability
Go to System > High Availability to configure the FortiVoice unit to act as a high availability (HA) member in order to
increase availability.
For the general procedure of how to enable and configure HA, see Enabling and configuring HA on page 62.
This section contains the following topics:
l About high availability on page 60
l About the heartbeat and synchronization on page 60
l Enabling and configuring HA on page 62
l Monitoring the HA status on page 63
l Configuring service-based monitoring on page 71
l Failover scenario examples: on page 72

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About high availability
FortiVoice units operate in an active-passive HA mode which has the following features:
l Two FortiVoice units are in the HA group.
l Both configuration and data are synchronized (For exceptions to synchronized configuration items, see
Unsynchronized HA Setting on page 61.)
l Only the primary unit processes phone calls.
l There is no data loss when the hardware fails although active calls are disconnected and line appearance and
extension appearance take time to restore.
l Both FortiVoice units have failover protection, but no increased processing capacity.
Active-passive HA group
Same FortiVoice models must be used in the same HA group. All units in the HA group must have the same firmware
version with the same hardware.
Communications between HA members occur through the heartbeat and synchronization connection. For details, see
About the heartbeat and synchronization on page 60.
To configure FortiVoice units operating in HA mode, you usually connect only to the primary unit. The primary unit’s
configuration is almost entirely synchronized to secondary units, so that changes made to the primary unit are
propagated to the secondary units.
Exceptions to this rule include connecting to a secondary unit in order to view log messages recorded about the
secondary unit itself on its own hard disk, and connecting to a secondary unit to configure Setting that are not
synchronized. For details, see Unsynchronized HA Setting on page 61.
For instructions of how to enable and configure HA, see Enabling and configuring HA on page 62.
About the heartbeat and synchronization
Heartbeat and synchronization traffic consists of TCP packets transmitted between the FortiVoice units in the HA group
through the primary and secondary heartbeat interfaces.

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Service monitoring traffic can also, for short periods, be used as a heartbeat. For details, see
Remote services as heartbeat on page 68.
Heartbeat and synchronization traffic has three primary functions:

l To monitor the responsiveness of the HA group members.
l To synchronize configuration changes from the primary unit to the secondary units.
For exceptions to synchronized configuration items, see Unsynchronized HA Setting on page 61.
l To synchronize system and user data from the primary unit to the secondary unit.
Call data consists of the FortiVoice call detailed records, recorded calls, voicemail, call directories, fax, and voice
prompts.
When the primary unit’s configuration changes, it immediately synchronizes the change to the secondary unit through
the primary heartbeat interface. If this fails, or if you have inadvertently de-synchronized the secondary unit’s
configuration, you can manually initiate synchronization. For details, see Click HERE to Start a Configuration/Data Sync
on page 64. You can also use the CLI command diagnose system ha sync on either the primary unit or the
secondary unit to manually synchronize the configuration.
During normal operation, the secondary unit expects to constantly receive heartbeat traffic from the primary unit. Loss of
the heartbeat signal interrupts the HA group and generally triggers a failover. For details, see Failover scenario 1:
Temporary failure of the primary unit on page 73.
Exceptions include system restarts and the execute reload CLI command. In case of a system reboot or reload of
the primary unit, the primary unit signals the secondary unit to wait for the primary unit to complete the restart or reload.
For details, see Failover scenario 2: System reboot or reload of the primary unit on page 74.
Periodically, the secondary unit checks with the primary unit to see if there are any configuration changes on the primary
unit. If there are configuration changes, the secondary unit will pull the configuration changes from the primary unit,
generate a new configuration, and reload the new configuration. In this case, both the primary and secondary units can
be configured to send alert email. For details, see Failover scenario 3: System reboot or reload of the secondary unit on
page 75 and Configuring alert email on page 327.
Unsynchronized HA Setting
All configuration settings on the primary unit are synchronized to the secondary unit, except the following:

Host name The host name distinguishes members of the cluster.
Static route Static routes are not synchronized because the HA units may be in different networks (see
Configuring static routes on page 49).
Interface Each FortiVoice unit in the HA group must be configured with different network interface
configuration Setting for connectivity purposes. For details, see Configuring the network interfaces on page
46.
Exceptions include some active-passive HA Setting which affect the interface configuration for
failover purposes. These Setting are synchronized.

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Main HA The main HA configuration, which includes the HA mode of operation (such as Primary or
configuration Secondary), is not synchronized because this configuration must be different on the primary
and secondary units. For details, see Configuring the HA mode and group on page 66.
HA service In active-passive HA, the HA service monitoring configuration is not synchronized. The remote
monitoring service monitoring configuration on the secondary unit controls how the secondary unit
configuration checks the operation of the primary unit. The local services configuration on the primary unit
controls how the primary unit tests the operation of the primary unit. For details, see
Configuring service-based monitoring on page 71.
You might want to have a different service monitoring configuration on

the primary and secondary units. For example, after a failover you may
not want service monitoring to operate until you have fixed the problems
that caused the failover and have restarted normal operation of the HA
group.
System appearance The appearance Setting you configured under System > Configuration > Appearance are not
synchronized.
Synchronization after a failover
During normal operation, extensions are in one of two states:

l registered and idle
l active call
When a failover occurs, active calls are interrupted and users have to reinitiate the calls. However, registered idle
extensions can still make and receive phone calls without being affected.
When a failover is corrected, one of the following occurs automatically:
1. The secondary unit detects the failure of the primary unit, and becomes the new primary unit.
2. The former primary unit restarts, detects the new primary unit, and becomes a secondary unit.
You may have to manually restart the failed primary unit.
Enabling and configuring HA
In general, to enable and configure HA, you should perform the following:
1. Physically connect the FortiVoice units that will be members of the HA group.
You must connect at least one of their network interfaces for heartbeat and synchronization traffic between
members of the group. For reliability reasons, Fortinet recommends that you connect both a primary and a
secondary heartbeat interface, and that they be connected directly or through a dedicated switch that is not
connected to your overall network.

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2. On each member of the group:

l Enable the HA mode that you want to use and select whether the individual member will act as a primary unit or
secondary unit. For information about the differences between the HA modes, see About high availability on
page 60.
l Configure the local IP addresses of the primary and secondary heartbeat and synchronization network
interfaces.
l Configure a virtual IP address that is shared by the HA group and remains the same after a failover. The virtual
IP address is used to auto-provision the server IP address and the SIP trunk client IP address.
l Configure the behavior on failover, and how the network interfaces should be configured for whichever
FortiVoice unit is currently acting as the primary unit.

3. If you want to trigger failover when hardware or a service fails, even if the heartbeat connection is still functioning,
configure service monitoring. For details, see Configuring service-based monitoring on page 71.
4. Monitor the status of each group member. For details, see Monitoring the HA status on page 63. To monitor HA
events through log messages and/or alert email, you must first enable logging of HA activity events. For details, see
Configuring logging on page 316.
Monitoring the HA status
The Status tab in the High Availability submenu shows the configured HA mode of operation of a FortiVoice unit in an HA
group. You can also manually initiate synchronization and reset the HA mode of operation. A reset may be required if a
FortiVoice unit’s effective HA mode of operation differs from its configured HA mode of operation, such as after a failover
when a configured primary unit is currently acting as a secondary unit.
For FortiVoice units operating as secondary units, the Status tab also lets you view the status and schedule of the HA
synchronization daemon.
Before you can use the Status tab, you must first enable and configure HA. For details, see Enabling and configuring HA
on page 62.
To view the HA mode of operation status, go to System > High Availability > Status.
HA Status Select a time interval for refreshing the HA status page. You can also manually
update the page by clicking Refresh.
Mode Status
Configured Operating Displays the HA operating mode that you configured, either:
Mode l Primary: Configured to be the primary unit of an active-passive group.
l Secondary: Configured to be the secondary unit of an active-passive group.
For information on configuring the HA operating mode, see Mode of operation on

page 66.
After a failure, the FortiVoice unit may not be acting in its configured HA operating
mode. For details, see Effective Operating Mode on page 63.
Effective Operating Mode Displays the mode that the unit is currently operating in, either:
l Primary: Acting as primary unit.
l Secondary: Acting as secondary unit.
l Off: For primary units, this indicates that service/interface monitoring has
detected a failure and has taken the primary unit offline, triggering failover.

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For secondary units, this indicates that synchronization has failed once; a
subsequent failure will trigger failover. For details, see On failure on page 67.
l Failed: Service/network interface monitoring has detected a failure and the
diagnostic connection is currently determining whether the problem has been

corrected or failover is required. For details, see On failure on page 67.
The configured HA operating mode matches the effective operating mode unless
a failure has occurred.
For example, after a failover, a FortiVoice unit configured to operate as a
secondary unit could be acting as a primary unit.
For explanations of combinations of configured and effective HA modes of
operation, see Combinations of configured and effective HA modes of operation
on page 65.
For information on restoring the FortiVoice unit to an effective HA operating mode
that matches the configured operating mode, see Click HERE to Restore
Configured Operating Mode on page 65.
Daemon Status This option appears only for secondary units in active-passive HA groups.
Monitor Displays the time at which the secondary unit’s HA daemon will check to make
sure that the primary unit is operating correctly, and, if monitoring has detected a
failure, the number of times that a failure has occurred.
Monitoring occurs through the heartbeat link between the primary and secondary
units. If the heartbeat link becomes disconnected, the next time the secondary
unit checks for the primary unit, the primary unit will not respond. If the maximum
number of consecutive failures is reached, and no secondary heartbeat or remote
service monitoring heartbeat is available, the secondary unit will change its
effective HA operating mode to become the new primary unit.
For details, see HA base port on page 67.
Configuration Displays the time at which the secondary unit’s HA daemon will synchronize the
FortiVoice configuration from the primary unit to the secondary unit.
The message secondary unit is currently synchronizing appears
when the HA daemon is synchronizing the configuration.
For information on items that are not synchronized, see Unsynchronized HA
Setting on page 61.
Data Displays the time at which the secondary unit HA daemon will synchronize mail
data from the primary unit to the secondary unit.
The message secondary unit is currently synchronizing appears
when the HA daemon is synchronizing data.
Actions
Click HERE to Start a Click to manually initiate synchronization of the configuration and call data. For
Configuration/Data Sync information on items that are not synchronized, see Unsynchronized HA Setting
on page 61.

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Click HERE to Restore Click to reset the FortiVoice unit to an effective HA operating mode that matches
Configured Operating the FortiVoice unit’s configured operating mode.
Mode For example, for a configured primary unit whose effective HA operating mode is
now secondary, after correcting the cause of the failover, you might click this
option on the primary unit to restore the configured primary unit to active duty, and
restore the secondary unit to its secondary role.
If the effective HA operating mode has changed due to a

failover, make sure to resolve any issues that caused the
failover before selecting this option.
Combinations of configured and effective HA modes of operation
Configured Effective Description

operating mode operating mode
primary primary Normal for the primary unit of an active-passive HA group.
secondary secondary Normal for the secondary unit of an active-passive HA group.
primary off The primary unit has experienced a failure, or the FortiVoice unit is in
the process of switching to operating in HA mode.
HA processes and call processing are stopped.
secondary off The secondary unit has detected a failure, or the FortiVoice unit is in
the process of switching to operating in HA mode.
After the secondary unit starts up and connects with the primary unit
to form an HA group, the first configuration synchronization may fail
in special circumstances. To prevent both the secondary and
primary units from simultaneously acting as primary units, the
effective HA mode of operation becomes off.
If subsequent synchronization fails, the secondary unit’s effective
HA mode of operation becomes Primary.
primary failed The remote service monitoring or local network interface monitoring
on the primary unit has detected a failure, and will attempt to
connect to the other FortiVoice unit. If the problem that caused the
failure has been corrected, the effective HA mode of operation
switches from failed to secondary, or to match the configured HA
mode of
operation, depending on the On failure setting.
primary secondary The primary unit has experienced a failure but then returned to
operation. When the failure occurred, the unit configured to be the
secondary unit became the primary unit. When the unit configured

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Configured Effective Description

operating mode operating mode
to be the primary unit restarted, it detected the new primary unit and
so switched to operating as the secondary unit.
secondary primary The secondary unit has detected that the FortiVoice unit configured
to be the primary unit failed. When the failure occurred, the unit
configured to be the secondary unit became the primary unit.
Configuring the HA mode and group
The Configuration tab in the System > High Availability submenu lets you configure the high availability (HA) options,
including:
l enabling HA
l whether this individual FortiVoice unit will act as a primary unit or a secondary unit in the group
l network interfaces that will be used for heartbeat and synchronization and virtual IP
l service monitor
HA settings, with the exception of Virtual IP Address settings, are not synchronized and must be configured separately
on each primary and secondary unit.
You must maintain the physical link between the heartbeat and synchronization network interfaces. These connections
enable a group member to detect the responsiveness of the other member, and to synchronize data. If they are
interrupted, normal operation will be interrupted and a failover will occur. For more information on heartbeat and
synchronization, see About the heartbeat and synchronization on page 60.
You can directly connect the heartbeat network interfaces of two FortiVoice units using a crossover Ethernet cable.
To configure HA options
1. Go to System > High Availability > Configuration.

2. Configure the following sections, as applicable:
l Configuring the primary HA options on page 66
l Configuring HA advanced options on page 67
l Configuring interface monitoring on page 69
l Configuring service-based monitoring on page 71
3. Click Apply.
Configuring the primary HA options
Go to System > High Availability > Configuration and click the arrow to expand the HA Configuration section, if needed.

Mode of operation Enables or disables HA, and selects the initial configured role this FortiVoice unit
in the HA group.
l Off: The FortiVoice unit is not operating in HA mode.

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l Primary: The FortiVoice unit is the primary unit in an active-passive HA group.
l Secondary: The FortiVoice unit is the secondary unit in an active-passive HA
group.
On failure Select one of the following behaviors of the primary unit when it detects a failure,
such as on a power failure or from service/interface monitoring.
l Switch Off: Do not process phone calls or join the HA group until you
manually select the effective operating mode (see Click HERE to Start a
Configuration/Data Sync on page 64 and Click HERE to Restore Configured
Operating Mode on page 65).
l Wait for Recovery Then Restore Original Role: On recovery, the failed
primary unit's effective HA mode of operation resumes its configured primary

role. This also means that the secondary unit needs to give back the primary
role to the primary unit. This behavior may be useful if the cause of failure is
temporary and rare, but may cause problems if the cause of failure is
permanent or persistent.
l Wait for Recovery Then Restore Secondary Role: On recovery, the failed
primary unit’s effective HA mode of operation becomes secondary, and the

secondary unit continues to assume the primary role. The primary unit then
synchronizes with the current primary unit. The new primary unit can then
deliver phone calls. For information on manually restoring the FortiVoice unit
to acting in its configured HA mode of operation, see Click HERE to Restore
Configured Operating Mode on page 65.
In most cases, you should select the Wait for Recovery Then Restore Secondary
Role option.
For details on the effects of this option on the Effective Operating Mode, see
Combinations of configured and effective HA modes of operation on page 65. For
information on configuring service/interface monitoring, see Configuring service-
based monitoring on page 71.
This option appears only if Mode of operation on page 66 is Primary.
Shared password Enter an HA password for the HA group. You must configure the same Shared
password value on both the primary and secondary units.
Configuring HA advanced options
Go to System > High Availability > Configuration > Advanced Options.

HA base port Keep the default TCP port number (20000) that will be used for:
l the heartbeat signal
l synchronization control
l data synchronization
l configuration synchronization

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In addition to configuring the heartbeat, you can configure

service monitoring. For details, see Configuring service-based
monitoring on page 71.
In addition to automatic immediate and periodic configuration

synchronization, you can also manually initiate synchronization.
For details, see Click HERE to Start a Configuration/Data Sync
on page 64.
Heartbeat lost threshold Enter the total span of time, in seconds, for which the primary unit can be
unresponsive before it triggers a failover and the secondary unit assumes the role
of the primary unit.
The heartbeat will continue to check for availability once per second. To prevent
premature failover when the primary unit is simply experiencing very heavy load,
configure a total threshold of three (3) seconds or more to allow the secondary unit
enough time to confirm unresponsiveness by sending additional heartbeat
signals.
If the failure detection time is too short, the secondary unit may
falsely detect a failure during periods of high load.
If the failure detection time is too long, the primary unit could fail
and a delay in detecting the failure could mean that a call is
delayed or lost. Decrease the failure detection time if a call is
delayed or lost because of an HA failover.
Remote services as heartbeat Enable to use remote service monitoring as a secondary HA heartbeat. If enabled
and both the primary and secondary heartbeat links fail or become disconnected,
and remote service monitoring still detects that the primary unit is available, a
failover will not occur.
The remote service check is only applicable for temporary

heartbeat link fails. If the HA process restarts due to system
reboot or HA daemon reboot, then physical heartbeat
connections will be checked first. If physical connections are
not found, the remote service monitoring does not take effect
anymore.

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Using remote services as heartbeat provides HA heartbeat

only, not synchronization. To avoid synchronization problems,
you should not use remote service monitoring as a heartbeat for
extended periods. This feature is intended only as a temporary
heartbeat solution that operates until you reestablish a normal
primary or secondary heartbeat link.
Call recording sync Select to sync recorded calls.

This option is not available if you select Off for Mode of operation under HA
Configuration.
Survivability service interface Select the interface port for a local survivable gateway (LSG) to communicate with
this FortiVoice unit.
In an LSG setup, when the central FortiVoice HA is enabled without a virtual IP,
the primary and secondary units need to identify their service interface ports for
the LSG to communicate with them. For more information about LSG, see
FortiVoice Local Survivable Gateway Deployment Guide.
In any other cases, this value is ignored by the system.
Primary Override External Enter the host/IP address to override the default external host/IP address for
Media Host media stream on the primary HA unit.
Secondary Override External Enter the host/IP address to override the default external host/IP address for
Media Host media stream on the secondary HA unit.
Configuring interface monitoring
Interface monitor checks the local interfaces on the primary unit. If a malfunctioning interface is detected, a failover will
be triggered.
To configure interface monitoring
2. Select Primary or Secondary as the mode of operation.
3. Expand the Interface area, if required.
The interface IP address must be different from, but on the same subnet as, the IP address
of the other heartbeat network interface of the other member in the HA group.
When configuring the other FortiVoice unit in the HA group, use this value as the remote
peer IP.
4. Select a row in the table and click Edit to configure the following HA Setting on the interface.

Port Displays the interface name you’re configuring.
Port monitor Enable to monitor a network interface for failure. If the port fails, the primary unit will trigger a
enabled failover.

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Heartbeat Specify if this interface will be used for HA heartbeat and synchronization.
status l Disable
Do not use this interface for HA heartbeat and synchronization.

l Primary
Select the primary network interface for heartbeat and synchronization traffic. For more
information, see About the heartbeat and synchronization on page 60.
This network interface must be connected directly or through a switch to the Primary
heartbeat network interface of the other member in the HA group.
l Secondary
Select the secondary network interface for heartbeat and synchronization traffic. For
more information, see About the heartbeat and synchronization on page 60.
The secondary heartbeat interface is the backup heartbeat link between the units in the
HA group. If the primary heartbeat link is functioning, the secondary heartbeat link is
used for the HA heartbeat. If the primary heartbeat link fails, the secondary link is used
for the HA heartbeat and for HA synchronization.
This network interface must be connected directly or through a switch to the Secondary
heartbeat network interfaces of the other member in the HA group.
Using the same network interface for both HA synchronization/heartbeat

traffic and other network traffic could result in issues with heartbeat and
synchronization during times of high traffic load, and is not
recommended.
In general, you should isolate the network interfaces that are used for
heartbeat traffic from your overall network. Heartbeat and
synchronization packets contain sensitive configuration information, are
latency-sensitive, and can consume considerable network bandwidth.
Peer IP address Enter the IP address of the matching heartbeat network interface of the other member of the
HA group.
For example, if you are configuring the primary unit’s primary heartbeat network interface,
enter the IP address of the secondary unit’s primary heartbeat network interface.
Similarly, for the secondary heartbeat network interface, enter the IP address of the other
unit’s secondary heartbeat network interface.
For information about configuration synchronization and what is not synchronized, see About
the heartbeat and synchronization on page 60.
Peer IPv6 Enter the peer IPv6 address for this interface.
address
Virtual IP action Select whether and how to configure the IP addresses and netmasks of the FortiVoice unit
whose effective HA mode of operation is currently Primary .
For example, a primary unit might be configured to receive phone call traffic through port1 and
receive heartbeat and synchronization traffic through port3 and port4. In that case, you would
configure the primary unit to set the IP addresses or add virtual IP addresses for port1 of the
secondary unit on failover in order to mimic that of the primary unit.

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l Ignore: Do not change the network interface configuration on failover, and do not monitor.
For details on service monitoring for network interfaces, see Configuring service-based
monitoring on page 71.
l Use: Add the specified virtual IP address and netmask to the network interface on
failover. Normally, you will configure your network so that clients use the virtual IP
address. This option results in the network interface having two IP Addresses: the actual
and the virtual.
Virtual IP Enter the virtual IPv4 address for this interface.
address
Virtual IPv6 Enter the virtual IPv6 address for this interface.
address
5. Click OK.
Configuring service-based monitoring
Go to System > High Availability > Configuration to configure remote service monitoring, local network interface
monitoring, and local hard drive monitoring.
HA service monitoring Setting are not synchronized and must be configured separately on each primary and secondary
unit.
With remote service monitoring, the secondary unit confirms that it can connect to the primary unit over the network
using SIP and HTTP connections.
With local network interface monitoring and local hard drive monitoring, the primary unit monitors its own network
interfaces and hard drives.
If service monitoring detects a failure, the effective HA operating mode of the primary unit switches to off or failed
(depending on the On failure setting). A failover then occurs, and the effective HA operating mode of the secondary unit
switches to primary. For information on the On failure option, see Configuring the HA mode and group on page 66. For
information on the effective HA operating mode, see Monitoring the HA status on page 63.
To configure service monitoring

2. Select Primary or Secondary as the mode of operation.
3. Expand Service Monitor, if required.
4. Select a row in the table and click Edit to configure it.
5. For Remote HTTP, configure the following:

Enabled Select to enable connection responsiveness tests for SMTP.
Name Displays the service name.
Remote IP Enter the peer IP address.

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Port Enter the port number of the peer SMTP service.
Timeout Enter the timeout period for one connection test.
Interval Enter the frequency of the tests.
Retries Enter the number of consecutively failed tests that are allowed before the primary unit is
deemed unresponsive and a failover occurs.
6. For SIP UDP, configure the following:
GUI Item Description

Enabled Select to enable SIP UDP service.
Name Displays the service name.
Remote IP Enter the peer IP address.
Port Enter the port number of the peer SIP UDP service.
Timeout Enter the timeout period for one connection test.
Interval Enter the frequency of the tests.
Retries Enter the number of consecutively failed tests that are allowed before the primary unit is
deemed unresponsive and a failover occurs.
7. For Interface monitor and Local hard drives, configure the following:

Enabled Select to enable local hard drive monitoring. Interface monitoring is enabled when you
configure interface monitoring. See Configuring interface monitoring on page 69.
Network interface monitoring tests all active network interfaces whose:
Virtual IP action on page 70 setting is not Ignore
Configuring interface monitoring on page 69 setting is enabled
Interval Enter the frequency of the test.
Retries Specify the number of consecutively failed tests that are allowed before the local interface or
hard drive is deemed unresponsive and a failover occurs.
Failover scenario examples:
This section describes basic FortiVoice active-passive HA failover scenarios. For each scenario, refer to the HA group
shown in Example active-passive HA group on page 72. To simplify the descriptions of these scenarios, the following
abbreviations are used:
l P1 is the configured primary unit.
l S2 is the configured secondary unit.
Example active-passive HA group

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This section contains the following HA failover scenarios:

l Failover scenario 1: Temporary failure of the primary unit on page 73
l Failover scenario 2: System reboot or reload of the primary unit on page 74
l Failover scenario 3: System reboot or reload of the secondary unit on page 75
l Failover scenario 4: System shutdown of the secondary unit on page 75
l Failover scenario 5: Primary heartbeat link fails on page 76
l Failover scenario 6: Network connection between primary and secondary units fails (remote service monitoring
detects a failure) on page 77
Failover scenario 1: Temporary failure of the primary unit
In this scenario, the primary unit (P1) fails because of a software failure or a recoverable hardware failure (in this
example, the P1 power cable is unplugged). HA logging and alert email are configured for the HA group.
When the secondary unit (S2) detects that P1 has failed, S2 becomes the new primary unit and continues processing
phone calls.
There is no data loss when failover happens although active calls are disconnected and line appearance and extension
appearance take time to restore. Call data consists of the FortiVoice call detailed records, recorded calls, voicemail, call
directories, fax, and voice prompts. The user portal is not affected.
Here is what happens during this process:
1. The FortiVoice HA group is operating normally.
2. The power is accidentally disconnected from P1.
3. S2’s heartbeat test detects that P1 has failed.
How soon this happens depends on the HA daemon configuration of S2.
4. The effective HA operating mode of S2 changes to primary.
5. S2 sends an alert email similar to the following, indicating that S2 has determined that P1 has failed and that S2 is
switching its effective HA operating mode to primary.
This is the HA machine at 172.16.5.11.
The following event has occurred

‘primary heartbeat disappeared’
The state changed from ‘Secondary’ to ‘Primary’

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6. S2 records event log messages (among others) indicating that S2 has determined that P1 has failed and that S2 is
switching its effective HA operating mode to PRIMARY.
Recovering from temporary failure of the primary unit
After P1 recovers from the hardware failure, what happens next to the HA group depends on P1’s HA On failure Setting
under System > High Availability > Configuration.
HA On Failure Setting
l Switch Off
P1 will not process calls or join the HA group until you manually select the effective HA operating mode (see Click
HERE to Restore Configured Operating Mode on page 65).
l Wait for Recovery Then Restore Original Role
On recovery, P1’s effective HA operating mode resumes its configured primary role. This also means that S2 needs
to give back the primary role to P1. This behavior may be useful if the cause of failure is temporary and rare, but may
cause problems if the cause of failure is permanent or persistent.
In the case, the S2 will send out another alert email similar to the following:

‘SECONDARY asks us to switch roles (recovery after a restart)'
The state changed from ‘PRIMARY’ to ‘SECONDARY’.
After recovery, P1 also sends out an alert email similar to the following:
The following critical event was detected

The system was shutdown!
l wait for recovery then restore secondary role
On recovery, P1’s effective HA operating mode becomes secondary, and S2 continues to assume the primary role.
P1 then synchronizes with the current primary unit, S2. For information on manually restoring the FortiVoice unit to
acting in its configured HA mode of operation, see Click HERE to Restore Configured Operating Mode on page 65.
Failover scenario 2: System reboot or reload of the primary unit
If you need to reboot or reload (not shut down) P1 for any reason, such as a firmware upgrade or a process restart, you
can use one of the following methods:
l CLI command: execute reboot or execute reload
l GUI: In the right corner of the GUI, click admin, and select Reboot. To confirm the reboot, click OK.

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The P1 and S2 behaviors include the following sequence:

l P1 will send a holdoff command to S2 so that S2 will not take over the primary role during P1’s reboot.
l P1 will also send out an alert email similar to the following:
The system is rebooting (or reloading)!
l S2 will hold off checking the services and heartbeat with P1. Note that S2 will only hold off for about 5 minutes. In
case P1 never boots up, S2 will take over the primary role.
l S2 will send out an alert email, indicating that S2 received the holdoff command from P1.
‘peer rebooting (or reloading)’
The state changed from ‘SECONDARY’ to ‘HOLD_OFF’
After P1 is up again:
l P1 will send another command to S2 and ask S2 to change its state from holdoff to secondary and resume
monitoring P1’s services and heartbeat.
l S2 will send out an alert email, indicating that S2 received instruction commands from P1.
‘peer command appeared’
The state changed from ‘HOLD_OFF’ to ‘SECONDARY’.
l S2 logs the event in the HA logs.
Failover scenario 3: System reboot or reload of the secondary unit
If you need to reboot or reload (not shut down) S2 for any reason, such as a firmware upgrade or a process restart, you
can use one of the following methods:
l CLI command: execute reboot or execute reload
l GUI: In the right corner of the GUI, click admin, and select Reboot. To confirm the reboot, click OK.
The behavior of P1 and S2 includes the following sequence:
l P1 will send out an alert email similar to the following, informing the administrator of the heartbeat loss with S2.
‘ha: SECONDARY heartbeat disappeared’
l S2 will send out an alert email similar to the following:
The system is rebooting (or reloading)!
l P1 will also log this event in the HA logs.
Failover scenario 4: System shutdown of the secondary unit
If you shut down S2:

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l No alert email is sent out from either P1 or S2.

l P1 will log this event in the HA logs.
Failover scenario 5: Primary heartbeat link fails
If the primary heartbeat link fails, such as when the cable becomes accidentally disconnected, and if you have not
configured a secondary heartbeat link, the FortiVoice units in the HA group cannot verify that other units are operating
and assume that the other has failed. As a result, the secondary unit (S2) changes to operating as a primary unit, and
both FortiVoice units are acting as primary units.
Two primary units connected to the same network may cause address conflicts on your network. Additionally, because
the heartbeat link is interrupted, the FortiVoice units in the HA group cannot synchronize configuration changes or voice
data changes.
Even after reconnecting the heartbeat link, both units will continue operating as primary units. To return the HA group to
normal operation, you must connect to the GUI of S2 to restore its effective HA operating mode to secondary.
2. The heartbeat link Ethernet cable is accidentally disconnected.
3. S2’s HA heartbeat test detects that the primary unit has failed.
How soon this happens depends on the HA daemon configuration of S2.
‘PRIMARY heartbeat disappeared’
The state changed from ‘SECONDARY’ to ‘PRIMARY’
6. S2 records event log messages (among others) indicating that S2 has determined that P1 has failed and that S2 is
Recovering from a heartbeat link failure
Because the hardware failure is not permanent (that is, the failure of the heartbeat link was caused by a disconnected
cable, not a failed port on one of the FortiVoice units), you may want to return both FortiVoice units to operating in their
configured modes when rejoining the failed primary unit to the HA group.
To return to normal operation after the heartbeat link fails
1. Reconnect the primary heartbeat interface by reconnecting the heartbeat link Ethernet cable.
Even though the effective HA operating mode of S2 is primary, S2 continues to attempt to find the other primary unit.
When the heartbeat link is reconnected, S2 finds P1 and determines that P1 is also operating as a primary unit. So
S2 sends a heartbeat signal to notify P1 to stop operating as a primary unit. The effective HA operating mode of P1
changes to off.
2. P1 sends an alert email similar to the following, indicating that P1 has stopped operating as the primary unit.
This is the HA machine at 172.16.5.10
'SECONDARY asks us to switch roles (user requested takeover)'
The state changed from 'PRIMARY' to 'OFF'

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3. P1 records event log messages (among others) indicating that P1 is switching to off mode.
The configured HA mode of operation of P1 is primary and the effective HA operating mode of P1 is off.
The configured HA mode of operation of S2 is secondary and the effective HA operating mode of S2 is primary.
4. Connect to the GUI of P1, go to System > High Availability > Status.
5. Check for synchronization messages.
Do not proceed to the next step until P1 has synchronized with S2.
6. Connect to the GUI of S2, go to System > High Availability > Status and select click HERE to restore configured
operating mode.
The HA group should return to normal operation. P1 records the event log message (among others) indicating that
S2 asked P1 to return to operating as the primary unit.
P1 and S2 synchronize again. P1 processes phone calls normally.
Failover scenario 6: Network connection between primary and secondary units fails
(remote service monitoring detects a failure)
Depending on your network configuration, the network connection between the primary and secondary units can fail for a
number of reasons. In the network configuration shown in Example active-passive HA group on page 72, the connection
between port1 of primary unit (P1) and port1 of the secondary unit (S2) can fail if a network cable is disconnected or if the
switch between P1 and S2 fails.
A more complex network configuration could include a number of network devices between the primary and secondary
unit’s non-heartbeat network interfaces. In any configuration, remote service monitoring can only detect a
communication failure. Remote service monitoring cannot determine where the failure occurred or the reason for the
failure.
In this scenario, remote service monitoring has been configured to make sure that S2 can connect to P1. The On failure
setting located in the HA main configuration section is wait for recovery then restore secondary role. For information on
the On failure setting, see On failure on page 67. For information about remote service monitoring, see Configuring
service-based monitoring on page 71.
The failure occurs when power to the switch that connects the P1 and S2 port1 interfaces is disconnected. Remote
service monitoring detects the failure of the network connection between the primary and secondary units. Because of
the On failure setting, P1 changes its effective HA operating mode to failed.
When the failure is corrected, P1 detects the correction because while operating in failed mode P1 has been attempting
to connect to S2 using the port1 interface. When P1 can connect to S2, the effective HA operating mode of P1 changes
to secondary and the voice data on P1 will be synchronized to S2. S2 can now deliver the calls. The HA group continues
to operate in this manner until an administrator resets the effective HA modes of operation of the FortiVoice units.
2. The power cable for the switch between P1 and S2 is accidentally disconnected.
3. S2’s remote service monitoring cannot connect to the primary unit.
How soon this happens depends on the remote service monitoring configuration of S2.
4. Through the HA heartbeat link, S2 signals P1 to stop operating as the primary unit.
5. The effective HA operating mode of P1 changes to failed.
‘PRIMARY remote service disappeared’

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The state changed from ‘SECONDARY ’ to ‘PRIMARY’

8. S2 logs the event (among others) indicating that S2 has determined that P1 has failed and that S2 is switching its
effective HA operating mode to primary.
9. P1 sends an alert email similar to the following, indicating that P1 has stopped operating in HA mode.
The state changed from 'PRIMARY' to 'FAILED'
10. P1 records the log messages (among others) indicating that P1 is switching to Failed mode.
Recovering from a network connection failure
Because the network connection failure was not caused by failure of either FortiVoice unit, you may want to return both
FortiVoice units to operating in their configured modes when rejoining the failed primary unit to the HA group.
To return to normal operation after the heartbeat link fails
1. Reconnect power to the switch.
Because the effective HA operating mode of P1 is failed, P1 is using remote service monitoring to attempt to
connect to S2 through the switch.
2. When the switch resumes operating, P1 successfully connects to S2.
P1 has determined the S2 can connect to the network and process calls.
3. The effective HA operating mode of P1 switches to secondary.
4. P1 logs the event.
5. P1 sends an alert email similar to the following, indicating that P1 is switching its effective HA operating mode to
secondary.
The state changed from 'FAILED' to 'SECONDARY'.
6. Connect to the GUI of P1 and go to System > High Availability > Status.
7. Check for synchronization messages.
Do not proceed to the next step until P1 has synchronized with S2.
8. Connect to the GUI of S2, go to System > High Availability > Status and select click HERE to restore configured
operating mode.
9. Connect to the GUI of P1, go to System > High Availability > Status and select click HERE to restore configured
operating mode.
P1 should return to operating as the primary unit and S2 should return to operating as the secondary unit.
P1 and S2 synchronize again. P1 can now process phone calls normally.
Working with system configurations
The System > Configuration submenu lets you configure the system time, system options, SNMP, email setting, GUI
appearance, call data storage, single sign on, and Fortinet security fabric.

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l Configuring the time and date on page 79

l Configuring system options on page 80
l Configuring SNMP queries and traps on page 81
l Configuring email setting on page 86
l Customizing the GUI appearance on page 88
l Selecting the call data storage location on page 89
l Configuring single sign on on page 91
l Configuring FortiVoice to join the Security Fabric on page 92
Configuring the time and date
The System > Configuration > Time tab lets you configure the system time and date of the FortiVoice unit.
You can either manually set the FortiVoice system time or configure the FortiVoice unit to automatically keep its system
time correct by synchronizing with Network Time Protocol (NTP) servers.
For many features to work, including scheduling, logging, and certificate-dependent features,
the FortiVoice system time must be accurate.
FortiVoice units support daylight savings time (DST), including recent changes in the USA,
Canada and Western Australia.
To configure the system time

1. Go to System > Configuration > Time.

System time Displays the date and time according to the FortiVoice unit’s clock at the time that
this tab was loaded, or when you last selected the Refresh button.
Time zone Select the time zone in which the FortiVoice unit is located.
l Automatically adjust clock for daylight saving time changes: Enable to adjust
the FortiVoice system clock automatically when your time zone changes to
daylight savings time (DST) and back to standard time.
Set date Select this option to manually set the date and time of the FortiVoice unit’s clock,
then select the Year, Month, Day, Hour, Minute, and Second fields before you click
Apply.
Alternatively, configure Synchronize with NTP server.
Synchronize with NTP Select to use a network time protocol (NTP) server to automatically set the system
Server date and time, then configure Server and Sync Interval.
l Server: Enter the IP address or domain name of an NTP server.
You can add a maximum of 10 NTP servers. The FortiVoice unit uses the first
NTP server based on the selection mechanism of the NTP protocol.
Click the + sign to add more servers.
Click the - sign to remove servers. Note that you cannot remove the last server.

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To find the NTP servers that you can use, see http://www.ntp.org.
lSync Interval: Enter how often, in minutes, the FortiVoice unit should
synchronize its time with the NTP server. For example, entering 1440 causes
the FortiVoice unit to synchronize its time once a day.
Depending on your network traffic, it may take some time for the FortiVoice unit to
synchronize its time with the NTP server.
3. Click Apply.
Configuring system options
The System > Configuration > Option tab lets you set the following global settings:
l system idle timeout
l password enforcement policy
l administration ports on the interfaces
To view and configure the system options
1. Go to System > Configuration > Option.

Idle timeout Enter the amount of time that an administrator may be inactive before the FortiVoice
unit automatically logs out the administrator.
For better security, use a low idle timeout value, for example, 5 minutes.
Web action host/IP Enter the host name or IP address from where a email notification is sent to you
when a voice mail or fax is delivered to your extension. This IP address is included in
the email notification. You can open the link to view or manage the voice mail or fax.
If you leave this field empty, port1 IP will be used instead.
The value entered here replaces the default Url host variable for customizing
messages. See Customizing call report and notification email templates on page
116.
Administration Ports Specify the TCP ports for administrative access on all interfaces.
Default port numbers:
HTTP port number: 80
HTTPS port number: 443
SSH port number: 22
TELNET port number: 23
3. Click Apply.

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Configuring SNMP queries and traps
Go to System > Configuration > SNMP to configure SNMP to monitor FortiVoice system events and thresholds, or a high
availability (HA) configuration for failover messages.
To monitor FortiVoice system information and receive FortiVoice traps, you must compile Fortinet proprietary MIBs as
well as Fortinet-supported standard MIBs into your SNMP manager. RFC support includes support for most of RFC 2665
(Ethernet-like MIB) and most of RFC 1213 (MIB II). For more information, see FortiVoice MIBs on page 85.
The FortiVoice SNMP implementation is read-only. SNMP v1, v2c, and v3 compliant SNMP managers have read-only
access to FortiVoice system information and can receive FortiVoice traps.
The FortiVoice SNMP v3 implementation includes support for queries, traps, authentication, and privacy. Before you can
use its SNMP queries, you must enable SNMP access on the network interfaces that SNMP managers will use to access
the FortiVoice unit. For more information, see Editing network interfaces on page 47.
l Configuring an SNMP threshold on page 81
l Configuring email setting on page 86
l Configuring an SNMP v3 user on page 83
Configuring an SNMP threshold
Configure under what circumstances an event is triggered.

To set SNMP thresholds
1. Go to System > Configuration > SNMP.

SNMP agent enabled Enable to activate the FortiVoice SNMP agent. This must be enabled to accept
queries from SNMP managers or send traps from the FortiVoice unit.
Description Enter a descriptive name for the FortiVoice unit.

Location Enter the location of the FortiVoice unit.
Contact Enter administrator contact information.
SNMP Threshold To change a value in the four editable columns, select the value in any row. It
becomes editable. Change the value and click outside of the field. A red triangle
appears in the field’s corner and remains until you click Apply.
Trap Type Displays the type of trap, such as CPU Usage.

Trigger You can enter either the percent of the resource in use or the number of times the
trigger level must be reached before it is triggered.
For example, using the default value, if the mailbox disk is 90% or more full, it will
trigger.
Threshold Sets the number of triggers that will result in an SNMP trap.

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For example, if the CPU level exceeds the set trigger percentage once before
returning to a lower level, and the threshold is set to more than one, an SNMP trap
will not be generated until that minimum number of triggers occurs during the sample
period.
Sample Period(s) Sets the time period in seconds during which the FortiVoice unit SNMP agent counts
the number of triggers that occurred.
This value should not be less than the Sample Freq(s) value.
Sample Freq(s) Sets the interval in seconds between measurements of the trap condition. You will
not receive traps faster than this rate, depending on the selected sample period.
This value should be less than the Sample Period(s) value.
Community Displays the list of SNMP communities (for SNMP v1 and v2c) added to the
FortiVoice configuration. For information on configuring a community, see either
Configuring email setting on page 86 or Configuring an SNMP v3 user on page 83.
Enabled Displays the status of the SNMP community and allows you to change it.
Name Displays the name of the SNMP community. The SNMP Manager must be
configured with this name.
Queries A green check mark icon indicates that queries are enabled.
Traps A green check mark icon indicates that traps are enabled.
User Displays the list of SNMP v3 users added to the FortiVoice configuration. For
information on configuring a v3 user, see Configuring an SNMP v3 user on page 83.
Enabled Displays the status of the SNMP v3 user and allows you to change it.
Name Displays the name of the SNMP v3 user. The SNMP Manager must be configured
with this name.
Queries A green check mark icon indicates that queries are enabled.
Traps A green check mark icon indicates that traps are enabled.
Security Level Displays the security level.
3. Click Apply.
Configuring an SNMP v1 and v2c community
An SNMP community is a grouping of equipment for SNMP-based network administration purposes. You can add up to
three SNMP communities so that SNMP managers can connect to the FortiVoice unit to view system information and
receive SNMP traps. You can configure each community differently for SNMP traps and to monitor different events. You
can add the IP addresses of up to eight SNMP managers to each community.
To configure an SNMP community

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2. Under Community, click New to add a community or select a community and click Edit.
The SNMP Community page appears.

Enabled Enable to send traps to and allow queries from the community’s SNMP managers.
Name Enter a name to identify the SNMP community. If you are editing an existing
community, you cannot change the name.
You can add up to 16 communities.
Community Hosts Lists SNMP managers that can use the Setting in this SNMP community to monitor
the FortiVoice unit. Click Create to create a new entry.
You can add up to 16 hosts.
IP Address Enter the IP address of an SNMP manager. By default, the IP address is 0.0.0.0, so
that any SNMP manager can use this SNMP community.
Create Click to add a new default entry to the Hosts list that you can edit as needed.
(button)
Delete Click to remove this SNMP manager.
(button)
Queries Enter the Port number (161 by default) that the SNMP managers in this community
use for SNMP v1 and SNMP v2c queries to receive configuration information from
the FortiVoice unit. Mark the Enable check box to activate queries for each SNMP
version.
Traps Enter the Local Port and Remote Port numbers (162 local, 162 remote by default)
that the FortiVoice unit uses to send SNMP v1 and SNMP v2c traps to the SNMP
managers in this community. Enable traps for each SNMP version that the SNMP
managers use.
Enable each SNMP event for which the FortiVoice unit should send traps to the
SNMP managers in this community.
Not all events will trigger traps because FortiVoice checks its
status in a scheduled interval. For example, FortiVoice checks its
hardware status every 60 seconds. This means that if the power
is off for a few seconds but is back on before the next status
check, no system event trap will be sent.
4. Click Create.
Configuring an SNMP v3 user
SNMP v3 adds more security by using authentication and privacy encryption. You can specify an SNMP v3 user on
FortiVoice so that SNMP managers can connect to the FortiVoice unit to view system information and receive SNMP

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traps.
To configure an SNMP v3 user
2. Under User, click New to add a user or select a user and click Edit.
The SNMPv3 User page appears.
You can add up to 16 users.

Enabled Enable to send traps to and allow queries from the user’s SNMP managers.
User name Enter a name to identify the SNMP user. If you are editing an existing user, you
cannot change the name.
Security level Choose one of the three security levels:
l No authentication, no privacy: This option is similar to SNMP v1 and v2.
l Authentication, no privacy: This option enables authentication only. The SNMP
manager needs to supply a password that matches the password you specify
on FortiVoice. You must also specify the authentication protocol (either SHA1 or
MD5).
l Authentication, privacy: This option enables both authentication and encryption.
You must specify the protocols and passwords. Both the protocols and
passwords on the SNMP manager and FortiVoice must match.
Authentication For Security level, if you select either Authentication option, you must specify the
Protocol authentication protocol and password. Both the authentication protocol and
password on the SNMP manager and FortiVoice must match.
Privacy protocol For Security level, if you select Privacy, you must specify the encryption protocol and
password. Both the encryption protocol and password on the SNMP manager and
FortiVoice must match.
Notification Hosts Lists the SNMP managers that FortiVoice will send traps to. Click Create to create a
new entry. You can add up to 16 host.
IP Address Enter the IP address of an SNMP manager. By default, the IP address is 0.0.0.0, so
(button) that any SNMP manager can use this SNMP user.
Create Click to add a new default entry to the Hosts list that you can edit as needed.
(button)
Delete Click to remove this SNMP manager.
(button)
Queries Double click the default port number (161) to enter the Port number that the SNMP
managers use for SNMP v3 queries to receive configuration information from the
FortiVoice unit. Select the Enable check box to activate queries.
Traps Double click the default local port (162) and remote port number (162) to enter the
Local Port and Remote Port numbers that the FortiVoice unit uses to send SNMP v3
traps to the SNMP managers. Select the Enable check box to activate traps.

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Enable each SNMP event for which the FortiVoice unit should send traps to the
SNMP managers.
Not all events trigger traps because the FortiVoice unit checks its
status at a scheduled interval. For example, FortiVoice checks its
hardware status every 60 seconds. This means that if the power
is off for a few seconds but is back on before the next status
check, no system event trap will be sent.
4. Click Create.
FortiVoice MIBs
The FortiVoice SNMP agent supports Fortinet proprietary Management Information Base (MIB) as well as standard RFC
1213 and RFC 2665 MIBs. RFC support includes support for the parts of RFC 2665 (Ethernet-like MIB) and the parts of
RFC 1213 (MIB II) that apply to FortiVoice unit configuration.
The FortiVoice MIBs are listed in FortiVoice MIBs on page 85. You can obtain these MIB files from Fortinet technical
support. To communicate with the SNMP agent, you must compile these MIBs into your SNMP manager.
Your SNMP manager may already include standard and private MIBs in a compiled database that is ready to use. You
must add the Fortinet proprietary MIB to this database. If the standard MIBs used by the Fortinet SNMP agent are
already compiled into your SNMP manager you do not have to compile them again.
FortiVoice MIBs
MIB file name Description

FortiVoice.mib Displays the proprietary Fortinet MIB includes detailed FortiVoice system configuration
information. Your SNMP manager requires this information to monitor FortiVoice
configuration Setting. For more information, see MIB fields on page 85.
FortiVoice traps
The FortiVoice unit’s SNMP agent can send traps to SNMP managers that you have added to SNMP communities. To
receive traps, you must load and compile the FortiVoice trap MIB into the SNMP manager.
All traps sent include the trap message as well as the FortiVoice unit serial number and host name.
MIB fields
Trap Description
fvTrapStorageDiskHighThreshold Trap sent if log disk usage and mailbox disk usage become too high.

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Trap Description
fvTrapSystemEvent Trap sent when the system performs actions such as shutting down, rebooting,
and upgrading.
fmlTrapHAEvent Trap sent when an HA event occurs.
The Fortinet MIB contains fields reporting current FortiVoice unit status information. The tables below list the names of
the MIB fields and describe the status information available for each. You can view more details about the information
available from all Fortinet MIB fields by compiling the MIB file into your SNMP manager and browsing the MIB fields.
System session MIB fields
MIB field Description

fvSysModel FortiVoice model number, such as 400 for the FortiVoice-400.
fvSysSerial FortiVoice unit serial number.
fvSysVersion The firmware version currently running on the FortiVoice unit.
fvSysCpuUsage The current CPU usage (%).
fvSysMemUsage The current memory utilization (%).
fvSysLogDiskUsage The log disk usage (%).
fvSysStorageDiskUsage The storage disk usage (%).
fvSysEventCode System component events.
fvSysload Current system load.
fvSysHA l fvHAMode: Configured HA operating mode.
l fvHAEffectiveMoce: Effective HA operating mode.
fmlHAEventId HA event type ID.
fmlHAUnitIp Unit IP address where the event occurs.
fmlHAEventReason The reason for the HA event.
Configuring email setting
You can configure the FortiVoice unit to send email notifications to phone users when they miss a phone call or receive a
voicemail or fax.
For phone users to receive the notifications, you need to add their email addresses when
configuring the extensions. See Configuring extensions on page 176.
To configure email setting

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1. Go to System > Configuration > Mail Setting.


Local Host
Host name Enter the host name of the FortiVoice unit, such as fortivoice-500F.
Local domain name Enter the local domain name of the FortiVoice unit, such as example.com.
Mail Queue
Maximum time for Enter the maximum number of hours that deferred email messages can remain in
email in queue (1-240 the deferred email queue, during which the FortiVoice unit periodically retries to
hours) send the message. After it reaches the maximum time, the FortiVoice unit sends a
final delivery status notification (DSN) email message to notify the sender that the
email message was undeliverable.
Time interval for retry Enter the number of minutes between delivery retries for email messages in the
(10-120 minutes) deferred mail queues.
Relay Server Configure an SMTP relay, if needed, to which the FortiVoice unit will relay outgoing
email. This is typically provided by your Internet service provider (ISP), but could be
a mail relay on your internal network.
Relay server name Enter the domain name of an SMTP relay.

Relay server port Enter the TCP port number on which the SMTP relay listens. This is typically
provided by your Internet service provider (ISP).
Use SMTPs Enable to initiate SSL- and TLS-secured connections to the SMTP relay if it supports
SSL/TLS. When disabled, SMTP connections from the FortiVoice unit’s built-in MTA
or proxy to the relay will occur as clear text, unencrypted.
This option must be enabled to initiate SMTPS connections.
Authentication Select the checkbox and click the arrow to expand the section and configure:
Required l User name: Enter the name of the FortiVoice unit’s account on the SMTP relay.
l Password: Enter the password for the FortiVoice unit’s user name.
l Authentication type: Available SMTP authentication types include:
l AUTO (automatically detect and use the most secure SMTP authentication
type supported by the relay server)
l PLAIN (provides an unencrypted, scrambled password)
l LOGIN (provides an unencrypted, scrambled password)
l DIGEST-MD5 (provides an encrypted hash of the password)
l CRAM-MD5 (provides an encrypted hash of the password, with hash
replay prevention, combined with a challenge and response mechanism)
Test After you have entered the relay server information, you can click the Test button to
(button) test if the relay server is accessible.

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To further test mail delivery, click Advanced Group, and enter the sender (MAIL
FROM) and recipient (RCPT TO) email addresses. EHLO (Extended HELO)
information is filled in by default.
Click Test to display the test results.
Customize Email View and reword the default email history report and notification email templates.
Template For more information, see Customizing call report and notification email templates
on page 116.
3. Click Apply.
Customizing the GUI appearance
The System > Configuration > Appearance tab lets you customize the default appearance of the GUI and voicemail
interface with your own product name, product logo, corporate logo, and language.
To customize the GUI appearance
1. Go to System > Configuration > Appearance.
2. Click the arrow to expand Administration Interface and User Portal Interface.
Administration Interface
Product name Enter the name of the product. This name will precede Administrator Login in the
title on the login page of the GUI.
Product icon Click Change to browse for the product icon. The icon should be in .ico format, and
16 pixels wide x16 pixels tall in size.
Top logo Click Change to upload a graphic that will appear at the top of all pages in the GUI.
The image’s dimensions must be 460 pixels wide by 36 pixels tall.
For best results, use an image with a transparent background. Non-transparent
backgrounds will not blend with the underlying theme graphic, resulting in a visible
rectangle around your logo graphic.
Uploading a graphic overwrites the current graphic. The

FortiVoice unit does not retain previous graphics. If you want to
revert to the current graphic, use your web browser to save a
backup copy of the image to your management computer,
enabling you to upload it again at a later time.
Click Reset to return to the default setting.
Default UI language Select the default language for the display of the GUI.
You can configure a separate language preference for each administrator account.
For details, see Configuring administrator accounts on page 53.

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Default theme Select the default theme for the GUI.
User Portal Interface
User Portal login Enter a word or phrase that will appear on top of the user portal login page, such as
User Portal Login.
Login user name hint Enter a hint for the user name, such as Your Email Address. This hint will appear as
a mouse-over display on the login name field.
User Portal theme Select a theme for the user portal GUI.
Default UI language Select the language in which user portal pages will be displayed. By default, the
FortiVoice unit will use the same language as the GUI.
User Portal top logo Click Change to upload a graphic that will appear at the top of all user portal pages.
The image’s dimensions must be 460 pixels wide by 36 pixels tall.
For best results, use an image with a transparent background. Non-transparent
backgrounds will not blend with the underlying theme graphic, resulting in a visible
rectangle around your logo graphic.
Uploading a graphic overwrites the current graphic. The

FortiVoice unit does not retain previous or default graphics. If you
want to revert to the current graphic, use your web browser to
save a backup copy of the image to your management computer,
enabling you to upload it again at a later time.
Click Reset to return to the default setting.
4. Click Apply to save the changes or Reset to return to the default setting.
Selecting the call data storage location
The System > Configuration > Storage tab lets you configure local or remote storage of call data such as the recorded
calls, faxes, and voicemails.
FortiVoice units can store call data either locally or remotely. FortiVoice units support remote storage by a network
attached storage (NAS) server using the network file system (NFS) protocol.
NAS has the benefits of remote storage which include ease of backing up the call data and more flexible storage limits.
Additionally, you can still access the call data on the NAS server if your FortiVoice unit loses connectivity.
If the FortiVoice unit is a member of an active-passive HA group, and the HA group stores call
data on a remote NAS server, disable call data synchronization to prevent duplicate call data
traffic. For details, see Configuring the HA mode and group on page 66.
If you store the call data on a remote NAS device, you cannot back up the data. You can only
back up the call data stored locally on the FortiVoice hard disk. For information about backing
up call data, see Backing up the configuration on page 108.

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Tested and supported NFS servers

l Linux NAS (NFS v3/v4)
l Red Hat 5.5
l Fedora 16/17/18/19
l Ubuntu 11/12/13
l OpenSUSE 13.1
l FreeNAS
l Openfiler
l EMC VNXe3150 (version 2.4.2.21519 (MR4 SP2))
l EMC Isilon S200 (OneFS 7.1.0.3)
Untested NFS servers
l Buffalo TeraStation
l Cisco Linksys NAS server
Unsupported NFS Servers
l Windows 2003 R2 /Windows 2008 Service for NFS
To configure call data storage
1. Go to System > Configuration > Storage.

Local Select to store call data on the FortiVoice unit’s local disk or RAID.
NAS Select to store call data on a remote network attached storage (NAS) server.
Storage type Select a type of NAS server:

l NFS: To configure a network file system (NFS) server. For this option, enter the
following information:
l Hostname/IP address: The IP address or fully qualified domain name
(FQDN) of the NFS server.
l Port: The TCP port number on which the NFS server listens for
connections. The range is from 0 to 65535.
l Directory: The directory path of the NFS export on the NAS server where
the FortiVoice unit will store call data.
l iSCSI Server: To configure an Internet Small Computer Systems Interface
(iSCSI) server. For this option, enter the following information:
l Initiator name as username: Select to use the iSCSI initiator node name as
the user name of the FortiVoice unit’s account on the iSCSI server.
l Username: The user name of the FortiVoice unit’s account on the iSCSI
server.
l Password: The password of the FortiVoice unit’s account on the iSCSI
server.
l Hostname/IP address: The IP address or fully qualified domain name
(FQDN) of the iSCSI server.
l Port: The TCP port number on which the iSCSI server listens for

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connections. The range is from 0 to 65535.
l Encryption key: The key that will be used to encrypt data stored on the
iSCSI server. Valid key lengths are between 6 and 64 single-byte
characters.
l iSCSI ID: The iSCSI identifier in the format expected by the iSCSI server,
such as an iSCSI Qualified Name (IQN), Extended Unique Identifier (EUI),
or T11 Network Address Authority (NAA).
Status: When available, it indicates if the iSCSI share was successfully mounted on
the FortiVoice unit’s file system. This field appears only after you configure the iSCSI
share and click Apply. Status may take some time to appear if the iSCSI server is
slow to respond.
If Not mounted appears, the iSCSI share was not successfully mounted. Verify that
the iSCSI server is responding and the FortiVoice unit has both read and write
permissions on the iSCSI server.
Test Click to verify the NAS server Setting are correct and that the FortiVoice unit can
(button) access that location. The test action basically tries to discover, login, mount, and
unmount the remote device.
This button is available only when NAS server is selected.
Click here to format
If the iSCSI disk has never been formatted, the FortiVoice unit
this device
needs to format it before it can be used. If the disk has been
Click here to check formatted before, you do not need to format it again, unless you
file system on this want to wipe out the data on it.
device
These two links appear when you configure an iSCSI server and click Apply.
Click a link to initiate the described action (that is, format the device or check its file
system). A message appears saying the action is being executed. Click OK to close
the message and click Refresh to see a Status update.
Configuring single sign on
Fortinet Single Sign-On (FSSO) is the authentication protocol by which users can transparently authenticate to
Fortinet devices. The authentication system (FortiAuthenticator, ADFS, or Centrify) identifies and authenticate
users based on their authentication from a different system.
The FortiVoice SSO configuration involves the participation of a network authentication system, such as
FortiAuthenticator. The network authentication system can be integrated with the FortiVoice unit to poll
administrator logon information and send it to the FortiVoice unit.
FortiAuthenticator is used as the example authentication system here. For more information, see FortiAuthenticator
Administration Guide.
For other systems, refer to their user manuals for configuration information.
You need to have both systems open and switch between the two to exchange authentication information.
Once you complete the FortiVoice SSO configuration and log into the FortiVoice unit, the Single Sign On button will
appear on the login page. You can click it and enter the login credential of the FortiAuthenticator user account
created for the FortiVoice administrator with single sign on authentication type.
Note that after SSO is enabled:

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l all administrator login authentication is controlled by the FortiAuthenticator system. Disabled administrator
accounts should not be authenticated by the FortiAuthenticator.
l the FortiVoice administrator portal must be accessed using HTTPS (such as https://fortivoice_ip_or_hostname)
l logging out of FortiVoice administrator portal will also log out of the FortiAuthenticator system.
To configure FortiVoice SSO

a. On the FortiAuthenticator:
i. Go to Authentication > SAML IdP > General and enable SAML IDP (Identity Provider).
ii. Go to Authentication > SAML IdP > Service Providers.
iii. Click Create New to add a SAML service provider and click the Copy idp_entity_id icon.
b. On the FortiVoice unit:
i. Go to System > Configuration > Single Sign On.
ii. Select Enabled.
iii. Click Retrieve from URL and paste the IDP entity ID you copied.
iv. Click OK to get the IDP metadata from the FortiAuthenticator.
v. Refresh your browser. The FortiVoice service provider metadata is generated.
vi. Click Download to save the FortiVoice service provider metadata.
vii. Click Apply.
viii. Go to System > Administrator to create an administrator account with single sign on as the authentication
type. For more information, see Configuring administrator accounts on page 53.
c. On the FortiAuthenticator:
i. Go to the SAML service provider you have created.
ii. Click Import SP metadata and browse for the FortiVoice service provider metadata you saved and click
OK.
iii. Enable SAML request must be signed by SP.
iv. Click OK to save the service provider configuration.
v. Open the SAML service provider you have created.
vi. Click Create New under SAML Attribute.
vii. In SAML attribute, enter "urn:oid:0.9.2342.19200300.100.1.3".
viii. In User attribute, select an option and click OK, then OK.
ix. Go to User Management > Local Users and create a user account for the FortiVoice administrator with
single sign on authentication type and use the FortiVoice administrator name as the account user name.
Configuring FortiVoice to join the Security Fabric
The FortiVoice unit can connect to an upstream FortiGate device and become an integrated cluster member of the
Security Fabric. This integration allows you to access FortiFone phone details from two FortiGate GUI menus.
Prerequisites
l Verify that the account that you are using to log in to the FortiVoice UI has the REST API access mode enabled in
System > Administrator > Administrator.
l Verify that the FortiGate device is using version 7.2.2 or later.
l Verify that the FortiGate device is operating in NAT mode.

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To configure FortiVoice to join the Security Fabric
1. In the GUI of the FortiVoice phone system, go to System > Configuration > Security Fabric.
2. Select Enabled to allow the FortiVoice unit to become a Security Fabric member.
3. For Upstream IP Address, enter the IP address and port number of the root FortiGate device.
4. For Management IP/FQDN, enter the IP address and port number of the FortiVoice unit.
5. Click Apply.
If the connection is successful, the Authorization status shows This device has been authorized by upstream. The
Security Fabric FortiGate establishes a connection with the FortiVoice unit using the IP address and port number
specified.
6. The FortiGate admin GUI needs to authorize the FortiVoice unit to join the Security Fabric. See details in the
FortiVoice section of the FortiOS Administration Guide.
7. After configuring and authorizing the FortiVoice unit, FortiVoice sends all information about provisioned FortiFone
phones to the FortiGate device.
8. To log in to the FortiGate device, click the Click here to log into upstream device link.
9. You can access FortiFone phone details from the following FortiGate GUI menus. For more details, see the FortiOS
Administration Guide.
l Security Fabric > Asset Identity Center
l Policy & Objects > Addresses
Configuring advanced phone system settings
The System > Advanced submenu lets you configure SIP setting, SIP phone auto-provisioning, prompt languages,
phone management, and system capacity.
l Configuring SIP settings on page 94
l Configuring the internal ports on page 97
l Configuring external access on page 97
l Configuring SIP phone auto-provisioning on page 97

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Configuring SIP settings
FortiVoice units support SIP communications.

To configure FortiVoice SIP Setting
1. Go to System > Advanced > SIP.

SIP Transport and SIP communication commonly uses TCP or UDP port 5060 and/or 5061. Port 5060 is used
Internal Ports for nonencrypted SIP signaling sessions and port 5061 is typically used for SIP sessions
encrypted with Transport Layer Security (TLS). The WebSocket Secure (WSS) protocol
establishes a WebSocket over an encrypted TLS connection. The default port is 8089.
Enter the ports as required.
RTP Setting
Port Enter the starting Real-time Transport Protocol (RTP) port that the FortiVoice unit will use
for phone call sessions. If the unit is behind a firewall, these ports should be open. Ensure
there is a reasonable port range so that you have enough ports for all open calls. The
default port is 5000.
Enter the end RTP port that the FortiVoice unit will use for phone call sessions. Ensure
there is a reasonable port range so that you have enough ports for all open calls. The
default port is 30000.
Timeout Enter the amount of time in seconds during an active call that the extension will wait for
RTP packets before hanging up the call. 0 means no time limit. The default is 60.
Hold timeout Enter the amount of time in seconds that the extension will wait on hold for RTP packets
before hanging up the call. 0 means no time limit. The default is 300.
Registration Interval If this is a dynamic account with the VoIP provider, enter the registration interval as
required by the VoIP provider. After each registration interval, the FortiVoice unit renews
the registration of the account with the VoIP provider.
Extension To keep the extensions’ registration status with the FortiVoice unit, enter the range of
registration extension registration time interval as required by the FortiVoice unit in minutes. An
interval range extension’s registration timeout setting is overridden by the FortiVoice unit’s extension
registration time interval range if it is out of the range.
The default range is 1 - 480.
The start of the range is 1 - 60 and the end of the range is 30 - 1440.
Internal Enter the registration time interval for the extensions on your subnet as required by the
extension FortiVoice unit in minutes. The default is 30 and the range is 10-480.
registration Set a proper value for this option. If it is too low, the performance of the FortiVoice unit is
interval compromised due to frequent registration. If it is too high, the connection between the
FortiVoice unit and the extension may terminate.
External Enter the registration time interval for the extensions on other subnets as required by the
extension FortiVoice unit in seconds. The default is 300 and the range is 30-1800.
registration
interval

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Set a proper value for this option. The FortiVoice unit requires that external extensions
register more frequently with it to keep the connection. However, if the value is set too low,
the performance of the FortiVoice unit is compromised due to frequent registration. If it is
too high, the connection between the FortiVoice unit and the extension may terminate.
Subscription Interval If this is a dynamic account with the VoIP provider, enter the subscription interval as
required by the VoIP provider. After each subscription interval, the FortiVoice unit renews
the subscription of the account with the VoIP provider.
Extension To keep the extensions’ subscription status with the FortiVoice unit, enter the range of
subscription extension subscription time interval as required by the FortiVoice unit in minutes. An
interval range extension’s subscription timeout setting is overridden by the FortiVoice unit’s extension
subscription time interval range if it is out of the range.
The default range is 1 - 480.
The start of the range is 1-60 and the end of the range is 30 - 2880.
Extension Enter the subscription time interval for the extensions on your subnet as required by the
subscription FortiVoice unit in minutes. The default is 30 and the range is 1 - 1440.
interval Set a proper value for this option. If it is too low, the performance of the FortiVoice unit is
compromised due to frequent subscription. If it is too high, the connection between the
FortiVoice unit and the extension may terminate.
Security By default, the FortiVoice unit screens out incoming calls from unauthenticated source. If
you want to change this default setting, select Accept unauthenticated incoming call.
Advanced Setting
SIP session Select if you do not want the FortiVoice unit to apply NAT or other SIP session help
helper features to SIP traffic. With the SIP session helper disabled, the FortiVoice unit can still
accept SIP sessions if they are allowed by a security policy, but the FortiVoice unit will not
be able to open pinholes or NAT the addresses in the SIP messages.
Internal network type: Identify the internal networks designated for phone calls on the
FortiVoice unit. When a call reaches the public IP address of the FortiVoice unit, it will be
routed to one of the internal networks.
Note that modifying internal networks terminate ongoing calls.
This option is only available if you select SIP session helper.
l User defined: Configure your own internal network designated for phone calls on the
FortiVoice unit.
l RFC 1918 predefined: Private IPv4 addresses used for internal traffic that does not
route via the Internet.
SIP timer T1 Enter the SIP T1 in milliseconds. This is an estimate of the Round Trip Time (RTT) of
transactions between a client and server. For example, when a SIP Client attempts to
send a request to a SIP Server, the time it takes between sending out the request to the
point of getting a response is the SIP T1 timer. By default the timer is set to 500
milliseconds.
The SIP Timer object is used as specific timing attribute to the SIP Signaling object. Use
caution when adjusting these timers because undesired outcomes from lengthy SIP
retransmits to an increase in traffic across the network may result.

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SIP timer B This is the INVITE transaction timeout timer. It changes based on the SIP timer T1 value.
ICE support When the FortiFone softclient is located behind a Network Address Translator (NAT) or
FortiFone softclients are on different networks (without internetwork routing), configure the
interactive connectivity establishment (ICE) support to allow the FortiVoice phone system
to establish a valid audio path with the FortiFone softclient.
To configure the ICE support, you have the following two options:
l Static mapping: Uses the internal and external IP addresses of the FortiVoice phone
system.
l STUN server: Uses the IP address of a Session Traversal Utilities for NAT (STUN)
server.
Decide which option you want to configure for ICE support.
For information on configuring the static mapping, see Configuring the static mapping for
ICE support on page 96.
For information on configuring the STUN server, see Configuring the STUN server for ICE
support on page 96.
3. Click Apply.
Configuring the static mapping for ICE support

2. Expand Advanced Setting.
3. In ICE Support, select Static mapping.
4. Click New.
5. Make sure that Enabled is selected.
6. Enter the internal and external FortiVoice IP addresses used in your deployment.
7. Click Create.
Changing the ICE static mapping restarts the voice process and interrupts all ongoing
calls. The call system takes a minute to resume service.
8. To continue, click Yes.

9. Click Apply.
Configuring the STUN server for ICE support

2. Expand Advanced Setting.
3. In ICE Support, select STUN server.
4. For STUN server, enter the IP address or host name of a Fortinet or third-party STUN server.
5. Click Apply.

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Configuring the internal ports
System > Advanced > Service lets you configure the FortiVoice unit listening ports for network communications.
To configure internal port setting
1. Go to System > Advanced > Service.
2. Change the default HTTP and HTTPS port numbers if required.
3. Enable TFTP port if required.
TFTP connection is not secure, and can be intercepted by a third party.
4. Other ports are predefined and cannot be changed.
5. Click Apply.
Configuring external access
System > Advanced > External Access lets you configure the FortiVoice unit external hostname/IP and ports through
which it can be accessed by other devices through the internet.
When external extensions connect to the FortiVoice unit, they get the basic PBX configurations including the external
access IP and ports through auto provisioning. They can then use the information to register with the FortiVoice unit. For
more information, see Configuring SIP phone auto-provisioning on page 97.
Extensions are defined as external in extension configuration. For more information, see Configuring IP extensions on
page 176.
To configure external access
1. Go to System > Advanced > External Access and configure the following:

SIP server external Enter the hostname/IP for your SIP server external access.
hostname/IP address
SIP External Ports Enter the external access ports for SIP transport.
WSS (WebSocket Secure) is used to support FortiFone desktop application.
Other service external If you have another service for external access, enter the hostname/IP.
hostname/IP address
Service External Ports Enter the external access ports for the other service.
2. Click Apply.
Configuring SIP phone auto-provisioning
System > Advanced > Auto Provisioning allows the FortiVoice unit to discover the SIP phones on your network and send
the configuration files to them.
With auto-provisioning configured, when a supported FortiFone is connected to the network and powered on, it is
automatically discovered and receives the configuration file from the FortiVoice unit. The FortiFone will then reboot with
the pushed-in configuration file and register with the FortiVoice unit.
The FortiVoice unit can only auto provision the supported FortiFone phones.

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To configure auto-provisioning settings

1. Go to System > Advanced > Auto Provisioning and configure the following:

Auto Provisioning
Enabled Select to activate the SIP phone auto-provisioning function for auto discovering the
phones.
Not assigned This option is only available after auto provisioning is enabled.
phone (Generate Select to generate basic phone configuration files for the supported not assigned SIP
default desk FortiFone phones. For details, see Viewing FortiFone desk phones on page 34.
configuration for not With this option selected, once a supported FortiFone connects to the FortiVoice unit
assigned Desktop and is auto-discovered, the FortiVoice unit sends the basic PBX setup information to it
FortiFone) for registering with the FortiVoice unit to be assigned an extension.
If you want to upgrade your phone system and keep the current phone configuration,
do not select this option. Otherwise your existing phone configuration will be
overridden by the upgraded FortiVoice configuration.
Provisioning Select the protocol for the phones to retrieve the configuration file from the FortiVoice
protocol unit.
Server Setting for If you use different servers for SIP, NTP, and LDAP, select to configure the Setting of
Phone each server for the supported phones. The servers’ port information reflect the
Configuration FortiVoice unit’s network interfaces. For details, see Configuring the network
interfaces on page 46.
l SIP server: Select or click Overrideto enter the current public IP address or public
domain name of the server. The SIP phones connect to this server to register.
l NTP server: Select or click Override to enter the current public IP address or
public domain name of the server. The SIP phones connect to this server to
synchronize time.
l LDAP contact: Select or click Override to enter the current public IP address or
receive phone directories.
l Provisioning server: If you use a specific server to send PBX setup information to
the phones, select or click Override to enter the current public IP address or
receive the full PBX setup information.
Auto Discovery If phone auto discovery is required, enable SIPPnP multicast function for the
connected phones to find the provisioning server contained in its message for the
phones.
You can also click the DHCP server link to select or add a server that contains
provisioning server information in its message for the phones to look for. For more
information, see Configuring DHCP server on page 51.
SIPPnP multicast and DHCP server do not conflict although SIPPnP has priority.
Phones can retrieve provisioning server information from either of the two.
Other Setting

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Secondary account In addition to the main account, secondary accounts can be added on the same
(Enable secondary FortiVoice unit.
account for When you add a secondary account to your extension, you can set the secondary
Desktop FortiFone) extension to ring at the same time as your existing extension. However, the secondary
extension operates separately. For example, extension 100 sets extension 200 to be a
secondary account. When a call comes in to extension 100, both extensions (100 and
200) will ring and you can answer one of them. In the same example, if a call comes
into extension 200, only extension 200 will ring.
When you add a secondary account to your extension, make sure that the SIP profile
of the main device on the secondary account MUST be the same as the SIP profile of
the primary account device. For more information about SIP profiles, see Configuring
SIP profiles on page 137.
Select this option in order to add a secondary account when configuring extensions.
For details, see Advanced on page 180.
Administrator PIN Click and enter a global password to be used by an administrator to connect a
to provision phone FortiFone phone to the FortiVoice unit to set mobile extension number. This password
is also used by the administrator to override schedules. For details, see Configuring
system capacity on page 116.
For example, you can press the default Configure Phone feature code *17 (See
Modifying feature access codes on page 308) on any FortiFone phone that connects
to the FortiVoice unit and enter this password. You can then enter an existing
extension to set it as the extension of this phone.
Backward support If you have legacy FortiFone phones, select this option for backward provisioning
of legacy FortiFone support.
(FON TFTP provisioning server contains phone auto provisioning information for the
470/870/360/460/ phones.
560) (Obsolescent) mDNS multicast address allows the connected phones to find the provisioning server
contained in the mDNS multicast server message.
2. Click Apply.
Managing certificates
This section explains how to manage X.509 security certificates using the FortiVoice GUI. Using the System > Certificate
menu, you can generate certificate requests, install signed certificates, import CA root certificates and certificate
revocation lists, and back up and restore installed certificates and private keys.
The FortiVoice unit uses certificates for PKI authentication in secure connections. PKI authentication is the process of
determining if a remote host can be trusted with access to network resources. To establish its trustworthiness, the
remote host must provide an acceptable authentication certificate by obtaining a certificate from a certification authority
(CA).
You can manage the following types of certificates on the FortiVoice unit:

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Certificate type Usage

Server certificates The FortiVoice unit must present its local server certificate for the following secure
connections:
l the GUI (HTTPS connections only)
l phone user portal (HTTPS connections only)
l phone and FortiVoice unit (TLS and SRTP connections only), see Configuring SIP
profiles on page 137.

For details, see Managing local certificates on page 100.
CA certificates The FortiVoice unit uses CA certificates to authenticate the PKI users, including
administrators and phone users. For details, see Managing certificate authority certificates
on page 105.
Personal certificates Phone users’ personal certificates are used for S/MIME encryption.
OCSP server View and import the certificates of the online certificate status protocol (OCSP) servers of
certificates your certificate authority (CA). For details, see Managing OCSP server certificates on page
106.
APNs certificates View and import the Apple Push Notification service (APNs) and VoIP services certificates.
For details, see Managing APNs and VoIP services certificates on page 106.

l Managing local certificates on page 100
l Obtaining and installing a local certificate on page 101
l Managing certificate authority certificates on page 105
l Managing the certificate revocation list on page 105
l Managing OCSP server certificates on page 106
l Managing APNs and VoIP services certificates on page 106
Managing local certificates
System > Certificate > Local Certificate displays both the signed server certificates and unsigned certificate requests.
On this tab, you can also generate certificate signing requests and import signed certificates in order to install them for
local use by the FortiVoice unit.
FortiVoice units require a local server certificate that it can present when clients request secure connections, including:
l the GUI (HTTPS connections only)
l phone user web interface (HTTPS connections only)
To view local certificates, go to System > Certificate > Local Certificate.

View Select a certificate and click View to display its issuer, subject, and range of dates within
which the certificate is valid.
Generate Click to generate a local certificate request. For more information, see Generating a
certificate signing request on page 101.

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Download Click the row of a certificate file or certificate request file in order to select it, then click
this button and select either:
l Download: Download a certificate (.cer) or certificate request (.csr) file. You can
send the request to your certificate authority (CA) to obtain a signed certificate for
the FortiVoice unit. For more information, see Downloading a certificate signing
request on page 103.
l Download PKCS12 File: Download a PKCS #12 (.p12) file. For details, see
Downloading a PKCS #12 certificate on page 105.

Assign to Assign a local certificate to a service. For details, see Assigning a local certificate to a
service on page 104.
Import Click to import a signed certificate for local use. For more information, see Importing a
certificate on page 103.
Obtaining and installing a local certificate
There are two methods to obtain and install a local certificate:

l If you already have a signed server certificate (a backup certificate, a certificate exported from other devices, and so
on), you can import the certificate into the FortiVoice unit. For details, see Importing a certificate on page 103 and
Assigning a local certificate to a service on page 104.
l Generate a certificate signing request on the FortiVoice unit, get the request signed by a CA, and import the signed
certificate into the FortiVoice unit.
For the second method, follow these steps:
l Generating a certificate signing request on page 101
l Downloading a certificate signing request on page 103
l Submitting a certificate request to your CA for signing on page 103
l Importing a certificate on page 103
l Assigning a local certificate to a service on page 104
Generating a certificate signing request
You can generate a certificate request file, based on the information you enter to identify the FortiVoice unit. Certificate
request files can then be submitted for verification and signing by a certificate authority (CA).
For other related steps, see Obtaining and installing a local certificate on page 101.
To generate a certificate request
1. Go to System >Certificate > Local Certificate.
2. Click Generate.

Certification name Enter a unique name for the certificate request, such as fvlocal.

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Subject Information Information that the certificate is required to contain in order to uniquely identify the
FortiVoice unit.
Certification Select the type of identifier to be used in the certificate to identify the FortiVoice unit:
name l Host IP
l Domain name
l E-mail
Which type you should select varies by whether or not your FortiVoice unit has a static IP
address, a fully-qualified domain name (FQDN), and by the primary intended use of the
certificate.
For example, if your FortiVoice unit has both a static IP address and a domain name, but
you will primarily use the local certificate for HTTPS connections to the GUI by the
domain name of the FortiVoice unit, you might prefer to generate a certificate based on
the domain name of the FortiVoice unit, rather than its IP address.
l Host IP requires that the FortiVoice unit have a static, public IP address. It may be
preferable if clients will be accessing the FortiVoice unit primarily by its IP address.
l Domain name requires that the FortiVoice unit have a fully-qualified domain name
(FQDN). It may be preferable if clients will be accessing the FortiVoice unit primarily
by its domain name.
l E-mail does not require either a static IP address or a domain name. It may be
preferable if the FortiVoice unit does not have a domain name or public IP address.
IP Enter the static IP address of the FortiVoice unit.
This option appears only if ID type is Host IP.
Domain name Type the fully-qualified domain name (FQDN) of the FortiVoice unit.
The domain name may resolve to either a static or, if the FortiVoice unit is configured to
use a dynamic DNS service, a dynamic IP address. For more information, see
Configuring the network interfaces on page 46 and Configuring DNS on page 50.
If a domain name is not available and the FortiVoice unit subscribes to a dynamic DNS
service, an unable to verify certificate message may appear in the user’s
browser whenever the public IP address of the FortiVoice unit changes.
This option appears only if ID type is Domain name.
E-mail Type the email address of the owner of the FortiVoice unit.
This option appears only if ID type is E-mail.
Optional Information Information that you may include in the certificate, but which is not required.
Organization Type the name of your organizational unit, such as the name of your department
unit (Optional), and click >>.
You may enter more than one organizational unit name.
Organization Type the legal name of your organization. (Optional)
Locality (City) Type the name of the city or town where the FortiVoice unit is located. (Optional)
State/Province Type the name of the state or province where the FortiVoice unit is located. (Optional)
Country Select the name of the country where the FortiVoice unit is located. (Optional)
E-mail Type an email address that may be used for contact purposes. (Optional)

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Key type Displays the type of algorithm used to generate the key.
This option cannot be changed, but appears in order to indicate that only RSA is currently
supported.
Key size Select a security key size of 512 Bit, 1024 Bit, 1536 Bit or 2048 Bit. Larger keys are
slower to generate, but provide better security.
4. Click Create.
The certificate is generated, and can be downloaded to your management computer for submission to a certificate
authority (CA) for signing. For more information, see Downloading a certificate signing request on page 103.
Downloading a certificate signing request
After you have generated a certificate request, you can download the request file to your management computer in order
to submit the request file to a certificate authority (CA) for signing.
To download a certificate request
1. Go to System > Certificate > Local Certificate.
2. Click the row that corresponds to the certificate request in order to select it.
3. Click Download, then select Download from the pop-up menu.
Your web browser downloads the certificate request (.csr) file.
Submitting a certificate request to your CA for signing
After you download the certificate request file, you can submit the request to you CA for signing.
To submit a certificate request
1. Using the web browser on the management computer, browse to the website for your CA.
2. Follow your CA’s instructions to place a Base64-encoded PKCS #12 certificate request, uploading your certificate
request.
3. Follow your CA’s instructions to download their root certificate and Certificate Revocation List (CRL), and then
install the root certificate and CRL on each remote client.
4. When you receive the signed certificate from the CA, install the certificate on the FortiVoice unit. For more
information, see Importing a certificate on page 103.
Importing a certificate
You can upload Base64-encoded certificates in either privacy-enhanced email (PEM) or public key cryptography
standard #12 (PKCS #12) format from your management computer to the FortiVoice unit.
Importing a certificate may be useful when:
l restoring a certificate backup
l installing a certificate that has been generated on another system

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l installing a certificate, after the certificate request has been generated on the FortiVoice unit and signed by a
certificate authority (CA)
If you generated the certificate request using the FortiVoice unit, after you submit the certificate request to CA, the CA
will verify the information and register the contact information in a digital certificate that contains a serial number, an
expiration date, and the public key of the CA. The CA will then sign the certificate and return it to you for installation on
the FortiVoice unit. To install the certificate, you must import it. For other related steps, see Obtaining and installing a
local certificate on page 101.
If the FortiVoice unit’s local certificate is signed by an intermediate CA rather than a root CA, before clients will trust the
FortiVoice unit’s local certificate, you must demonstrate a link with trusted root CAs, thereby proving that the FortiVoice
unit’s certificate is genuine. You can demonstrate this chain of trust either by:
l installing each intermediate CA’s certificate in the client’s list of trusted CAs
l including a signing chain in the FortiVoice unit’s local certificate
To include a signing chain, before importing the local certificate to the FortiVoice unit, first open the FortiVoice unit’s local
certificate file in a plain text editor, append the certificate of each intermediate CA in order from the intermediate CA who
signed the FortiVoice unit’s certificate to the intermediate CA whose certificate was signed directly by a trusted root CA,
then save the certificate. For example, a local certificate which includes a signing chain might use the following structure:
-----BEGIN CERTIFICATE-----
<FortiVoice unit’s local server certificate>
-----END CERTIFICATE-----
<certificate of intermediate CA 1, who signed the FortiVoice certificate>
<certificate of intermediate CA 2, who signed the certificate of intermediate CA
1 and whose certificate was signed by a trusted root CA>
To import a local certificate
2. Click Import.
3. Select the type of the import file or files:
l Local Certificate: Select this option if you are importing a signed certificate issued by your CA. For other related
steps, see Obtaining and installing a local certificate on page 101.

l PKCS12 Certificate: Select this option if you are importing an existing certificate whose certificate file and
private key are stored in a PKCS #12 (.p12) password-encrypted file.

l Certificate: Select this option if you are importing an existing certificate whose certificate file (.cert) and key file
(.key) are stored separately. The private key is password-encrypted.

4. For Certificate, configure the following:
l Certificate name: Enter the name of the certificate.
l Certificate file: Click Import to locate and import the file.
l Key file: Click Import to locate and import the file.
l Password: Enter the password that was used to encrypt the file, enabling the FortiVoice unit to decrypt and
install the certificate.

5. Click OK.
Assigning a local certificate to a service
You can assign a local certificate to one or more services (HTTPS, LDAPS, SIP TLS, and SIP WSS), as applicable.

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2. To select the certificate, click the row in the certificate table.
3. Click Assign to.
4. From the Predefined list, select the service, and click >> to move this service to the Selected list.
5. Click OK.
6. If the change is for an LDAPS, SIP TLS, or SIP WSS service, all active calls will be disconnected to apply the
certificate change. To confirm the service change, click Yes.
7. If the change is for the HTTPS service, the FortiVoice GUI asks you to perform the following steps:
a. To confirm the service change, click Yes.
b. To reload the FortiVoice GUI, press OK.
c. Wait for a few seconds.
d. If the reload is unsuccessful, reload the FortiVoice GUI in your web browser.
Downloading a PKCS #12 certificate
You can export certificates from the FortiVoice unit to a PKCS #12 file for secure download and import to another
platform, or for backup purposes.
To download a PKCS #12 file
2. Click the row that corresponds to the certificate in order to select it.
3. Click Download, then select Download PKCS12 File on the pop-up menu.
A dialog appears.
4. In Password and Confirm password, enter the password that will be used to encrypt the exported certificate file. The
password must be at least four characters long.
5. Click OK.
6. If your browser prompts you for a location to save the file, select a location.
7. Your web browser downloads the PKCS #12 (.p12) file. For information on importing a PKCS #12 file, see Importing
a certificate on page 103.
Managing certificate authority certificates
Go to System > Certificate > CA Certificate to view and import certificates for certificate authorities (CA).
Certificate authorities validate and sign other certificates in order to indicate to third parties that those other certificates
may be trusted to be authentic.
CA certificates are required by connections that use transport layer security (TLS), and by S/MIME encryption.
Depending on the configuration of each PKI user, CA certificates may also be required to authenticate PKI users.
To view the list of CA certificates, go to System > Certificate > CA Certificate. You can remove, view, download, or import
a CA certificate.
Managing the certificate revocation list
The Certificate Revocation List tab lets you view and import certificate revocation lists.

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To ensure that your FortiVoice unit validates only valid (not revoked) certificates, you should periodically upload a
current certificate revocation list, which may be provided by certificate authorities (CA).
To view remote certificates, go to System >Certificate > Certificate Revocation List. You can remove, view, download, or
import a certificate revocation list.
Managing OCSP server certificates
Go to System > Certificate > Remote to view and import the certificates of the online certificate status protocol (OCSP)
servers of your certificate authority (CA).
OCSP lets you revoke or validate certificates by query, rather than by importing certificate revocation lists (CRL). For
information about importing CRLs, see Managing the certificate revocation list on page 105.
Remote certificates are required if you enable OCSP for PKI users.
To view the list of remote certificates, go to System > Certificate > Remote.

View Select a certificate and click View to display certificate details including the certificate
name, issuer, subject, and the range of dates within which the certificate is valid.
Download Click the row of a certificate in order to select it, then click Download to save a copy of
the OCSP server certificate (.cer).
Import Click to import an OCSP server certificate.
Name Displays the name of the OCSP server certificate.
Subject Displays the Distinguished Name (DN) located in the Subject field of the certificate.
Managing APNs and VoIP services certificates
An Apple iPhone using the FortiFone softclient for iOS requires a connection to the Apple Push Notification service
(APNs).
To connect with APNs, FortiVoice supports the following methods:
l Token-based connection: This method is the default.
l Certificate-based connection: FortiVoice can use this method as a fallback. If you need to disable the token-based
connection, use the following CLI commands:
config system notification-service
set ios-notification-token disable
show full
end
If FortiVoice uses a certificate-based connection, the FortiFone softclient for iOS requires the following certificates on the
FortiVoice phone system:
l Apple Push Notification service (APNs): Used to receive notification messages. The certificate name is
fortifone.push.
l VoIP services: Used to receive incoming calls. The certificate name is fortifone.voip.
To view the list of APNs and VoIP services certificates, go to System > Certificate > APNS Push Certificate.

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Name Displays the certificate name (fortifone.push or fortifone.voip).
Subject Displays details of the entity associated with the certificate.
Expiration Indicates the expiration status of the certificates:

l Green icon: The certificate is valid.
l Orange icon: The certificate expires in 30 days.

l Red icon: The certificate is expired.
To view details about APNs and VoIP services certificates

1. Go to System > Certificate > APNS Push Certificate.
2. Select a certificate and click View.
You can access the following details:
l Certificate Name is either fortifone.push or fortifone.voip.
l Issuer is the authority who has signed and issued the certificate.
l Subject is the entity associated with the certificate.
l Valid from and Valid to specifies the period that the certificate is valid.
To import APNs and VoIP services certificates
1. Prior to the expiry of the certificates, contact Fortinet Support to start the process to obtain new certificates
(fortifone.push and fortifone.voip).
Importing an APNs certificate or a VoIP services certificate replaces an existing certificate.

You cannot delete a certificate.
2. With your assistance, a Fortinet Support representative will remotely access the FortiVoice phone system (System
> Certificate > APNS Push Certificate) to import the new certificates.
Maintaining the system
The System > Maintenance submenu allows you to perform scheduled maintenance.
l Maintaining the system configuration on page 107
l Downloading a trace file on page 108
Maintaining the system configuration
The System > Maintenance > Configuration tab contains features for use during scheduled system maintenance:
updates, backups, restoration, and centralized administration.

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Backing up the configuration
Before installing FortiVoice firmware or making significant configuration changes, back up your FortiVoice configuration.
Backups let you revert to your previous configuration if the new configuration does not function correctly. Backups let you
compare changes in configuration.
You can back up system configuration or user configuration. System configuration includes the configurations that make
the FortiVoice unit work. User configuration includes user-configured Setting, such as voicemail greetings, in addition to
system configuration.
In addition to backing up your configuration manually, you can also configure a schedule to back up the configuration
automatically to the FortiVoice local hard drive or a remote FTP/SFTP server.
To back up the configuration file
1. Go to System > Maintenance > Configuration.
2. In the Backup area, select System configuration or User data.
If you choose to back up user data and the user data files are not updated, select the files to be updated and click
Prepare first before proceeding to the next step.
3. Click Backup.
Your management computer downloads the configuration file. Time required varies by the size of the file and the
speed of your network connection. You can restore the backup configuration later when required. For details, see
Restoring the configuration on page 108.
To schedule a configuration backup
2. Under Scheduled Backup, configure the schedule time and the maximum backup number. When the maximum
number is reached, the oldest version will be overwritten.
3. Enable Local backup if you want to back up locally. You can select a backup type to view, restore, download, or
delete a configuration file.
4. Enable Remote backup and configure the FTP/SFTP server credentials if you want to back up remotely.
5. Click Apply.
Restoring the configuration
In the Restore Configuration under the System > Maintenance > Configuration > Trace Log, you can restore the backup
FortiVoice configuration from your local computer. For details, see Restoring the configuration on page 379.
Restoring the firmware
In the Restore Firmware area under System > Maintenance > Configuration > Trace Log, you can install a FortiVoice
firmware from your local computer. For details, see Upgrading the firmware on page 375.
Downloading a trace file
If Fortinet Technical Support requests a trace log for system analysis purposes, you can download one using the GUI.
Trace logs contain information that is supplementary to debug-level log files.
To download a trace file

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1. Go to System > Maintenance > Configuration > Trace Log.

2. Configure Trace Log settings.
3. Click Prepare to make the trace log file ready before downloading it.
4. Click Download trace log.
5. Find the downloaded file and send it to Fortinet Technical Support.
Maintaining phones
The System > Maintenance > Phone Maintenance Job tab lets you update phone configurations and upgrade phone
firmware.
Click the Phone Configuration button to view the phone configuration files you have updated. For more information, see
Viewing log messages on page 39.
Click the Phone Firmware button to view the phone firmware you have upgraded. For more information, see Managing
the firmware on page 170.
To update phone configurations or upgrade phone firmware
1. Go to System > Maintenance > Phone Maintenance Job.

2. Click New and select Configuration update or Firmware upgrade.

Name Enter a name for the operation.
Extension Selection Select the extensions of which you want to perform the operation.
All related You want to update phone configurations or upgrade phone firmware for all devices.
devices
(enabled)
All related You want to update phone configurations or upgrade phone firmware for selected devices.
devices l Phone model: Select the phone model of the extensions of which you want to perform
(disabled) the operation.

l Extensions: Click in the plus sign to select the extensions for the selected phone
model.
Schedule Schedule the time to update phone configurations or upgrade phone firmware.
4. Click Create.
To view a phone maintenance job
1. Go to System > Maintenance > Phone Maintenance.

2. Double-click a maintenance job record to view the details of phone configuration or firmware upgrades.
3. If you want to redo an upgrade for one or multiple phones, select the phones and click Redo.

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To reboot phones
1. Go to System > Maintenance > Phone Maintenance.

2. Click New > Phone Force Reboot.

Name Enter a name for the phone reboot operation.
Extension Selection Select the extensions of which you want to perform the operation.
All devices You want to reboot all of the phones registered with the FortiVoice unit.
Selected You want to reboot some phones registered with the FortiVoice unit.
devices l Phone Model: Select the phone model of the extensions of which you want to perform
the operation.
l Extension: Click the plus sign to select the extensions for the selected phone model.
Schedule Schedule the time to reboot the phones.
4. Click Create.

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Configuring phone system
The Phone System menu lets you configure the FortiVoice PBX settings and other features for managing phone calls.
l Configuring phone system settings on page 111
l Configuring SMS on page 120
l Creating contacts on page 123
l Managing phone audio settings on page 125
l Configuring LDAP settings on page 129
l Working with FortiVoice profiles on page 137
l Configuring devices on page 155
l Reviewing system configuration on page 164
Configuring phone system settings
Phone System > Setting let 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.

l Setting PBX location and contact information on page 111
l Configuring PBX options on page 113
l Customizing call report and notification email templates on page 116
l Configuring system capacity on page 116
Setting PBX location and contact information
Identify the FortiVoice unit’s location and its number.

To set the PBX location
1. Go to Phone System > Setting > Location.

Country/Region Select the country/region where the FortiVoice unit is in.

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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 Select this option if the area code needs to be dialed for local phone calls.
local numbers
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
on page 125.
Default emergency zone Select the default emergency contact or click + to add a new one.
For more information, see Configuring emergency zone profiles on page 153.
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 Configure to send an alert email when an emergency call is made. You can add up to
30 email addresses.
You can also add a barge number to join an ongoing emergency call.
Select Do Nothing if you don’t want the FortiVoice unit to send an alert email.
Otherwise, select Send Alert Email and enter the email address.
Click Customize Email Template if you want to modify the notification email
template. For more information, see Customizing call report and notification email
templates on page 116.
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.

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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 on page
211.
3. Click Apply.
Configuring PBX 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
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.
[] Matches any digits in the brackets.
(square brackets) For a range of numbers, use a dash.
Example: [15-7].
In this example, the pattern matches 1, 5, 6, and 7.
. Acts as a wildcard that matches any digit and allows for any number of digits to be
(period) 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.
! Acts as a wildcard that matches any digit (including no digits) and allows for any number
(exclamation point) 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.

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Pattern Description
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 PBX options

1. Go to Phone System > Setting > Option.

Number Management
Extension number Enter the extension number pattern. For example, NXXX is any four-digit number as
pattern 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
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 on page 286.
System prohibited Enter the phone number prefix that you want to ban, such as 900. Click the + sign to
prefix add up to 10.
System unrestricted Enter the allowed phone number prefix, such as 800. Click the + sign to add up to 10.
prefix
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 Enter an analog extension number to start the numbering for the range of 1000
extension extensions. The default is 7801.
When you add your first FXS gateway to your deployment, the FortiVoice phone
system creates 16 default managed extensions 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.
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 FXS gateway, the FortiVoice phone
system would create 16 managed extensions from 7801 to 7817 (not 7816).
If your FortiVoice deployment includes more than 62 FXS 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.

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Default Setting
Default SIP user Enter your own password or let the FortiVoice unit generate one for you. This
password 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 on page 176.
l 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.
l Generated: Select to have a system-generated password.
Default user Enter your own password or let the FortiVoice unit generate one for you. This
password password is for user portal access. This password appears when you add an
extension. For details, see Configuring IP extensions on page 176.
l 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.
l Generated: Select to have a system-generated password.
Default Voicemail Enter your own password or let the FortiVoice unit generate one for you. This
PIN 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
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 on page 176.
Default ring duration Use this option to set phone ringing time for extensions and FortiFone softclient for
mobile phones.
l 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 a voice
mail). 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.
l 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 a voice mail). The default is 20.
Internal calls ring Select the system defined distinctive ring pattern for internal calls.
pattern
External calls ring Select the system defined distinctive ring pattern for external calls.
pattern

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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 on page 319) 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:
l Select Insert Variables next to the area to insert a variable. A pop-up window appears.
l Place your mouse cursor in the text message at the insertion point for the variable.
l Click the name of the variable to add. It appears at the insertion point.
l To add another variable, click the message area first, then click the variable name.
l Click the Close (X) icon to close the window.
6. To insert a color:
l Click Insert Color Code. A pop-up window of color selection appears.
l Place your mouse cursor in the text at the insertion point for the color code, or highlight an existing color code to
change.
l 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

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1. Go to Phone System > Setting > Miscellaneous.


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 SIP
phone auto-provisioning on page 97.
PBX identification Enter a unique name for the FortiVoice unit.
Local authentication Select the method to access the user portal and softclient. By default, both personal
type 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 on page 176.
l User Password or Voicemail PIN: Both personal password and user PIN can be
used to access the user portal and softclient.

l User Password Only: The user personal password to access the user portal and
softclient.
Notification expiry Enter the email notification expiry time in hours. The range is 1- 2160 hours.
(Hours)
QR code expiry Enter the QR code expiry time in hours. The range is 1- 2160 hours.
(Hours)
System block list Enable to block phone numbers on the system level.
To block a number on the system level
1. Go to Monitor > Call History > Call Detail Record (CDR).
2. Select the number you want to block from the CDR list.
3. Select More Action > Block > Block Caller/Callee as required.
4. Go to Security > Blocked Number.
The number you selected is added to the block list.
5. Click Setting.
6. Enable System block list.
7. 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
2. Enable Personal block list.
3. Click Apply.
4. Log in to the user portal.

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5. Click Call History.
6. Select the number you want to block from the list.
7. Select More Action > Block.
8. Go to Contact > Personal Contact.
9. 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 Enable to show the unique name added to a number in the personal contacts on
contact your extension display.
To match a personal contact
2. Enable Match personal contact.
3. Click Apply.
4. Log in to the User Portal.
5. Click Call History.
6. Select the number you want to match to a personal contact.
7. Click More Actions > Add to Contact.
8. Enter a unique display name and other contact information for the number
9. Click Create.
10. Go to Contact > Personal Contact.
11. 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 business group in Extensions and select Automatic to show
it.
For more information, see Creating business groups on page 213.
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.
For information about the phone system schedule profile, see Scheduling the
FortiVoice unit on page 154.

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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 3-9. 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 Select if you want a person’s name to be read out after you check the directory by
sequence 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 on page 213
and FortiVoice Local Survivable Gateway Deployment Guide.
For complete details about directory filtering, see the Filtering the phone directory
section in the FortiVoice Cookbook.
Internet of Things
Amazon Alexa Select to enable configuring your FortiVoice unit’s integration with Amazon Alexa.
This is the system global control.
For more information, see Configuring Internet of things (IoT).
CDR Enter the time in month that you want to keep the call log/call detail record and the
maximum number of CDR records. For information about call log/CDR, see Viewing
call detail records on page 38.
Queue Log Enter the time in month that you want to keep the queue log and the maximum
number of log records. For information about queue logs, see Viewing log
messages on page 39.
SMS Setting Settings for the short message service (SMS). For configuration details, see
Configuring SMS on page 120.
3. Click Apply.

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Configuring SMS
The short message service (SMS) allows FortiVoice users to send and receive text messages to and from contacts with
cellular phone numbers. Those contacts are external to the FortiVoice phone system.
Phone users exchange text messages by using the FortiFone softclient for mobile and FortiFone softclient for desktop.
To configure SMS, review and complete the following sections:
1. Prerequisites on page 120
2. Configuring SMS settings on page 120
3. Configuring inbound call routing for SMS on page 121
4. Configuring outbound call routing for SMS on page 122
5. Using the FortiFone softclient (desktop and mobile) to send and receive text messages on page 123
Prerequisites
l Open a FortiCare ticket to ask for the creation of an SMS account and its association with your FortiVoice phone
system by logging in to your FortiCloud account, going to Support > Create a Ticket, and following the prompts. For
additional details, see the FortiCare documentation in FortiCloud Account Services.
l After the creation of your SMS account is complete, Fortinet can share the following SMS settings with you:
l IP address or hostname of the chat server
l Username and password of the Admin account
l Username and password of the XMPP account
l XMPP resource part
l The configuration of a FortiCall trunk or other SMS supported VoIP trunk is complete. For details, see Configuring
VoIP trunks on page 217.
l Contact the service provider of the FortiCall trunk to enable SMS for every phone number.
l To receive and send text messages, users must use the FortiFone softclient for mobile or FortiFone softclient for
desktop.
l The FortiVoice phone system must include the following entitlement and license:
l Unified Communications Services entitlement
l FortiFone softclient license
For complete details about purchasing, registering, and uploading a license, see Licensing in the FortiVoice
Cookbook.
Configuring SMS settings
This section focuses on the configuration of SMS settings. If you need more information about the other phone system
related settings, see Configuring system capacity on page 116.
Prior to starting this procedure, make sure that Fortinet has created your SMS account and shared the SMS settings with
you.

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2. Go to the SMS Setting section and configure the following:
Chat server Enter the IP address or hostname of the chat server.
Admin user name The user name must be admin.
Admin password Enter the password for the admin user. To show the password, click the eye
icon.
XMPP user name The name must be smspbx.
XMPP password Enter the password for the XMPP user name. To show the password, click the
eye icon.
XMPP resource part Enter a tag to identify a specific FortiVoice phone system.
3. Click Apply.
Configuring inbound call routing for SMS
Configure inbound call routing for users with extensions on the FortiVoice phone system to receive text messages from
contacts with cellular phone numbers.
Each user that wants to send and receive text messages must have a DID number associated
with its extension.
1. Go to Call Routing > Inbound > DID Mapping.

2. Click New and select Voice - Advanced or edit an existing entry.

Enabled Select to activate this DID setting.
Rule name Enter a name for this DID setting.
Route SMS Select to activate the routing of SMS messages to the extension.
Condition l Trunk: Select the trunk used for dialing the DID numbers.
l Schedule: Leave the schedule as any_time.
l For Caller ID Match, complete the following steps:
a. Click New.
b. In Pattern name, select Match Number Only.
c. In Number, set the caller ID pattern. For details, see Pattern-
matching syntax on page 245 and Pattern-matching examples on
page 246.
d. Click Create.
Additional Action l Inbound caller ID modification: If you want to modify the caller ID (the

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number, not the name), configure the setting in Phone System> Profile >
Caller ID Modification, and then select it here.
l Inbound fallback action: SMS does not support this setting.
Number Mapping Each user that wants to send and receive text messages must have a DID
number associated with its extension.
To create a DID number for an extension, complete the following steps:
1. Click New.
2. Add a DID number.
3. Add an Extension that you want to map to the DID number. The extension
supports digits from 0 to 9 and a maximum of 16 digits.
4. In Description, add any notes you have for the mapping.
5. In Option, keep Inbound and Outbound enabled.
6. Leave Caller Number Patterns empty.
4. Click Create.
Configuring outbound call routing for SMS
Configure outbound call routing for users with extensions on the FortiVoice phone system to send text messages to
contacts with cellular phone numbers.
1. Go to Call Routing > Outbound > Outbound.
2. Click New.

Enabled Select to activate this dial plan.
Name Enter a name for this plan.
Emergency Call SMS does not support this setting.
Route SMS Select to activate the routing of SMS messages to cellular phone numbers.
Retain original caller ID SMS does not support this setting.
Caller ID Match Leave this field empty.
Dialed Number Match With dialed number pattern matching, you can create one phone number
pattern in your dial plan that matches many different numbers.
The dialed numbers matching this pattern will follow this dial plan rule.
For information about adding a dialed number match, see Creating dialed
number match on page 245.
Call Handling To configure the call handling action for sending SMS messages, complete the
following steps:
1. Click New.
2. In Schedule, select any_time.
3. In Action, select Allow.

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4. In Outgoing Trunk, select the applicable trunk.
5. In Caller ID modification, select None.
6. In Delay, select 0.
4. Click Create.
Using the FortiFone softclient (desktop and mobile) to send and receive text
messages
For details about using the FortiFone softclient for desktop to send and receive text messages, see the FortiFone
Softclient for Desktop User Guide.
For details about using the FortiFone softclient for mobile to send and receive text messages, see the FortiFone
Softclient for iOS User Guide or FortiFone Softclient for Android User Guide.
Creating contacts
The Phone System > Contact menu lets you view and set up phone directories.
You can also configure speed dial rules.
To view the phone directory
1. Go to Phone System > Contact > Directory.
All extensions on this FortiVoice unit are displayed. You can download all contacts or the search result.
To create a contact
1. Go to Phone System > Contact > Business Contact.

Display name The name displaying on the caller’s phone. This is usually the name of the contact.
Main number Enter the phone number mainly used by the contact. This is compulsory.
Mobile number Enter the contact’s cellphone number.
Home number Enter the contact’s home phone number.
Description Enter any notes for the address book.
Upload/Delete Click to add or remove a picture of the business contact. This option is only available when
(icons) you edit a business contact.
By adding a picture of the business contact, when there is an incoming call from that
contact, the
caller/contact's picture/photo ID displays on the callee's phone, if the phone model
supports this feature.
3. Click Create.

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To export a contact
2. Select one or more records.
3. Click Other Actions > Export.
4. Open or save the file.
5. Click OK.
To import a contact
2. Click Other Actions > Import.
3. Browse for the file you want.
4. Click OK.
Viewing contacts retrieved from the LDAP server
Phone System > Contact > LDAP Contact displays the contact information retrieved from the LDAP server.
If you have contact or employee information in your LDAP server, you can configure the LDAP attribute mapping
templates to retrieve the information and add it to the contact and extension lists. For details, see Configuring the LDAP
connector on page 134.
Configuring speed dials
For fast and efficient dialing, use the speed dial pattern to map the phone numbers, mostly outbound numbers.
For information on setting speed dial number pattern, see Configuring PBX options on page 113.
To map speed dials
1. Go to Phone System > Contact > Speed Dial Rule.
2. Click New.
3. Enter a name for the speed dial mapping.
4. For Dialed Pattern, enter the number based on the speed dial number pattern you set. For example, 333.
5. For Mapped Pattern, enter the phone number to map to the speed dial pattern.
You can enter digits 0–9, space, dash, comma, # and *.
Speed dial pattern accepts # as the lead digit (for example, #XX or #613XXX).
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 pressing the
speed dial code you set, auto attendant 1-123-1234 is reached, 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 pressing the
speed dial code you set, auto attendant 1-123-1234 is reached, and after one second, extension 5678 is
6. Optionally, enter a note for the mapping, such as “This is for customer A”.
7. Click Create.

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Managing phone audio settings
The Phone System > Audio > Prompt menu lets you upload, record, and play phone sound files such as voicemail
greetings, announcements, and music on hold. The following default sound files are available and ready to use:
l callback_prompt_default: Includes an announcement about a callback and asks the user to wait for the next
available representative.
l greeting_default: Includes a generic greeting asking the user to press an extension or the number sign (#) to reach
the directory.
l musicOnHold: Includes recorded instrumental music that can play for on-hold calls, conference calls, and auto
attendants.
l welcome_default: Congratulates the user for successfully completing the set up of the FortiVoice phone system.
The Phone System > Audio > Music On Hold menu lets you select a sound file and settings. The sound file can be used
when configuring music on hold for conference calls, call queues, and call parking. See Configuring music on hold on
page 126.
The Phone System > Audio > Prompt Language menu is used to set for FortiVoice unit’s voice greetings, such as auto
attendant and voicemail. The FortiVoice phone system includes eight prompt languages. The default prompt language is
English. For more information about setting the default prompt language, see Setting PBX location and contact
information on page 111.
l Uploading or recording sound files on page 125
l Configuring music on hold on page 126
l Uploading a prompt language file on page 126
l Recording sound files using an audio software on page 127
Uploading or recording sound files
1. Go to Phone System > Audio > Prompt.

2. Click New.
3. Enter a File name
4. You can leave the File ID empty or enter a number with a maximum of 6 digits.
5. Select a file Type (Prompt Sound File or Music on Hold).
6. Optionally, enter a Description for the file.
7. For Voice language, you have two options (Upload or Record).
8. To upload a sound file:
a. Make sure that the file you want to upload is a WAVE file (.wav) in PCM format.
l For a prompt sound file, the maximum size is 10 MB.
l For a music on hold file, the maximum size is 50 MB.
b. Click Upload.
c. Select a file.
d. Click Open.

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9. To record a sound file:

a. Click Record.
b. On the Send Voice Recording Call dialog box, enter the extension that you will use to record the file, and click
Send to dial the extension. You can edit the extension or add a new one. For details, see Configuring IP
c. When the extension rings, record the sound file and hang up.
d. On the FortiVoice GUI, click Yes on the Voice recording request sent to specified extension dialog box.
10. Click Create.
Configuring music on hold
1. Go to Phone System > Audio > Music on Hold.

2. Click New.

Name Enter a name for the music on hold entry.
Mode
Files If you select to use existing sound files, do the following:
l For Sound files, click + and select the sound files. For details about adding a sound
file, see Uploading or recording sound files on page 125.

l For Play mode, if you want to play the selected sound files randomly, select Random.
If you want to play the files according to the order in the Sound files field, select
Sequential.
Stream Before deciding to use streaming files, make sure to only use legal stream sources.
If you select to use streaming files, in the Stream URL field, enter the URL where the
streaming music is, such as a radio station. This way, the music is delivered to the
FortiVoice unit and played virtually straight away. You can click Test stream to see if the
URL is added successfully.
Volume Set the music sound volume.
Description Optionally, enter a description for the entry.
4. Click Create.
Uploading a prompt language file
The Phone System > Audio > Prompt Language menu includes 8 languages (English, Spanish, French, Italian, Polish,
Brazil Portuguese, Russian, Chinese). It's possible to add other prompt languages (Polish, Cantonese, Japanese,
Korean).
1. Contact Fortinet Support to obtain the FortiVoice language package format (.fvl) file for the language that you want
to add.
2. Save the .fvl file to your management computer.
3. Go to Phone System > Audio > Prompt Language.
4. Click New.

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5. Click Upload and locate the .fvl file.

6. Click Create.
Recording sound files using an audio software
You can use an audio software and a microphone to record a sound file. This section uses the Audacity software as an
example to help you choose the correct settings.
If you prefer to place a call to an extension to record a sound file, see Uploading or recording sound files on page 125.
To record a sound file
1. On Audacity, go to Edit > Preferences.
2. Click the Devices menu.
3. In Channels, select 1(Mono).
4. Click the Quality menu.

5. In Default Sample Rate, select 44100 Hz.

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6. In Default Sample Format, select 16 bit.
7. Click OK.
8. When you are ready, record your message.
9. Save the file in a format that works with the FortiVoice unit.
a. Go to File > Export > Export Audio.
b. In Save in, select the directory where you want to save the file.
c. In File name, enter the required file name. The correct file extension is automatically added at the end of the file
name according to the format that you select in Save as type.
d. In Save as type, select WAV (Microsoft).
e. In Encoding, select Signed 16-bit PCM.

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f. Click Save.
g. If the Edit Metadata Tags dialog appears, you can add tags and click OK.
The recording is in a format that you can upload onto the FortiVoice unit (see Uploading or recording sound
files on page 125).
Configuring LDAP settings
Phone System > LDAP lets you configure LDAP profiles and connectors.
l Configuring LDAP profiles on page 129
l Configuring the LDAP connector on page 134
l Viewing LDAP contact list on page 137
Configuring LDAP profiles
The LDAP Profile submenu lets you configure LDAP profiles which can query LDAP servers for authentication.
Before using an LDAP profile, verify each LDAP query and connectivity with your LDAP
server. When LDAP queries do not match with the server’s schema and/or contents,
unintended phone call processing behaviors can result.

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LDAP profiles each contains one or more queries that retrieve specific configuration data, such as user groups, from an
LDAP server. The LDAP profile list indicates which queries you have enabled in each LDAP profile.
To view the list of LDAP profiles, go to Phone System > LDAP > LDAP Profile.

Profile Name The name of the profile.
Server The domain name or IP address of the LDAP server.
Port The listening port of the LDAP server.
Auth Indicates whether User Authentication Options is enabled.
Cache Indicates whether query result caching is enabled.
(Green dot in column heading) Indicates whether the entry is currently referred to by another item in the
configuration. If another item is using this entry, a red dot appears in this column,
and the entry cannot be deleted.
You can add an LDAP profile to define a set of queries that the FortiVoice unit can use with an LDAP server. You might
create more than one LDAP profile if, for example, you have more than one LDAP server, or you want to configure
multiple, separate query sets for the same LDAP server.
After you have created an LDAP profile, LDAP profile options will appear in other areas of the FortiVoice unit’s
configuration. These options let you to select the LDAP profile where you might otherwise create a reference to a
configuration item stored locally on the FortiVoice unit itself. These other configuration areas will only allow you to select
applicable LDAP profiles — that is, those LDAP profiles in which you have enabled the query required by that feature.
For example, if a feature requires a definition of user groups, you can select only from those LDAP profiles where Group
Query Options are enabled.
To configure an LDAP profile
1. Go to Phone System > LDAP > LDAP Profile.
2. Click New to add a profile or double-click a profile to modify it.

Profile name For a new profile, enter its name.
Server name/IP Enter the fully qualified domain name (FQDN) or IP address of the LDAP server.
Port: Enter the port number where the LDAP server listens.
The default port number varies by your selection in Use secure connection: port 389
is typically used for non-secure connections, and port 636 is typically used for SSL-
secured (LDAPS) connections.
Fallback server name/IP Optional. Enter the fully qualified domain name (FQDN) or IP address of an alternate
LDAP server that the FortiVoice unit can query if the primary LDAP server is
unreachable.
Port: Enter the port number where the fallback LDAP server listens.
The default port number varies by your selection in Use secure connection: port 389
is typically used for non-secure connections, and port 636 is typically used for SSL-
secured (LDAPS) connections.
Use secure connection Select whether to connect to the LDAP servers using an encrypted connection.
l none: Use a non-secure connection.

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l SSL: Use an SSL-secured (LDAPS) connection.
Click Test LDAP Query to test the connection. A pop-up window appears. For
details, see Testing LDAP profile queries on page 133.
Base DN Enter the distinguished name (DN) of the part of the LDAP directory tree within which
the FortiVoice unit will search for user objects, such as
ou=People,dc=example,dc=com.
User objects should be child nodes of this location.
Bind DN Enter the bind DN, such as cn=FortiVoiceA,dc=example,dc=com, of an LDAP
user account with permissions to query the Base DN.
This field may be optional if your LDAP server does not require the FortiVoice unit to
authenticate when performing queries.
Bind password Enter the password of the Bind DN.
Click Browse to locate the LDAP directory from the location that you specified in
Base DN, or, if you have not yet entered a Base DN, beginning from the root of the
LDAP directory tree.
Browsing the LDAP tree can be useful if you need to locate your Base DN, or need to
look up attribute names. For example, if the Base DN is unknown, browsing can help
you to locate it.
Before using, first configure Server name/IP, Use secure connection, Bind DN, Bind
password, and Protocol version, then click Create or OK. These fields provide
minimum information required to establish the directory browsing connection.
3. Configure the following sections:

l Configuring authentication options on page 131
l Configuring advanced options on page 132
4. Click Create, OK or Apply.

The LDAP profile appears in the LDAP profile list. To apply it, select the profile in features that support LDAP
queries, such as protected domains and policies.
Before using the LDAP profile in other areas of the configuration, verify the configuration of each query that you
have enabled in the LDAP profile. Incorrect query configuration can result in unexpected phone processing
behavior. For information on testing queries, see Testing LDAP profile queries on page 133.
Configuring authentication options
The following procedure is part of the LDAP profile configuration process. For general procedures about how to
configure an LDAP profile, see Configuring LDAP settings on page 129.
2. Click New to create a new profile or double click on an existing profile to edit it.
3. Click the arrow to expand the User Authentication Options section.

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Try Common Name with Select to form the user’s bind DN by prepending a common name to the base DN.
Base DN as Bind DN Also enter the name of the user objects’ common name attribute, such as cn or uid
into the field.
Search User and Try Bind Select to form the user’s bind DN by using the DN retrieved for that user by
DN configuring the following:
l LDAP user query: Enter an LDAP query filter that selects a set of user objects
from the LDAP directory.

The query string filters the result set, and should be based upon any attributes
that are common to all user objects but also exclude non-user objects.
For example, if user objects in your directory have two distinguishing
characteristics, their objectClass and extension attributes, the query filter
might be:
(& (objectClass=inetOrgPerson) (telephonenumber=$u))
where $u is the FortiVoice variable for a user's extension.
This option is preconfigured and read-only if you have selected from Schema
any schema style other than User Defined.
l Schema: If your LDAP directory’s user objects use a common schema style:
l Active Directory
l Lotus Domino
l Open LDAP
Select the schema style. This automatically configures the query string to
match that schema style.
If your LDAP server uses any other schema style, select User Defined, then
manually configure the query string.
l Scope: Select which level of depth to query, starting from Base DN.
l One level: Query only the one level directly below the Base DN in the
LDAP directory tree.
l Subtree: Query recursively all levels below the Base DN in the LDAP
directory tree.
l Derefer: Select the method to use, if any, when dereferencing attributes whose
values are references.
l Never: Do not dereference.
l Always: Always dereference.
l Search: Dereference only when searching.
l Find: Dereference only when finding the base search object.
Configuring advanced options
The following procedure is part of the LDAP profile configuration process. For general procedures about how to
configure an LDAP profile, see Configuring LDAP settings on page 129.
2. Click New to create a new profile or double click on an existing profile to edit it.

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3. Click the arrow to expand the Advanced Options section.

Timeout (seconds) Enter the maximum amount of time in seconds that the FortiVoice unit will wait for
query responses from the LDAP server.
Protocol version Select the LDAP protocol version used by the LDAP server.
Enable cache Enable to cache LDAP query results.

Caching LDAP queries can introduce a delay between when you update LDAP
directory information and when the FortiVoice unit begins using that new
information, but also has the benefit of reducing the amount of LDAP network traffic
associated with frequent queries for information that does not change frequently.
If this option is enabled but queries are not being cached, inspect the value of TTL.
Entering a TTL value of 0 effectively disables caching.
TTL (minutes) Enter the amount of time, in minutes, that the FortiVoice unit will cache query
results. After the TTL has elapsed, cached results expire, and any subsequent
request for that information causes the FortiVoice unit to query the LDAP server,
refreshing the cache.
The default TTL value is 1440 minutes (one day). The maximum value is 10080
minutes (one week). Entering a value of 0 effectively disables caching.
This option is applicable only if Enable cache is enabled.
Testing LDAP profile queries
After you have created an LDAP profile, you should test each enabled query in the LDAP profile to verify that the
FortiVoice unit can connect to the LDAP server, that the LDAP directory contains the required attributes and values, and
that the query configuration is correct.
When testing a query in an LDAP profile, you may encounter error messages that indicate failure of the query and how to
fix the problem.
To verify user authentication options
2. Double-click the LDAP profile whose query you want to test.
3. Click Test LDAP Query.
A pop-up window appears allowing you to test the query.
4. From Select query type, select Authentication.
5. In User name, enter the user name or extension of a user on the LDAP server, such as jdoe or 1234, depending
your selection of User Authentication Options.
6. In Password, enter the current password for that user.
7. Click Test.
The FortiVoice unit performs the query, and displays either success or failure for each operation in the query, such
as the search to locate the user record, or binding to authenticate the user.

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Clearing the LDAP profile cache
You can clear the FortiVoice unit’s cache of query results for any LDAP profile.
This may be useful after, for example, you have updated parts of your LDAP directory that are used by that LDAP profile,
and you want the FortiVoice unit to discard outdated cached query results and reflect changes to the LDAP directory.
After the cache is emptied, any subsequent request for information from that LDAP profile causes the FortiVoice unit to
query the updated LDAP server, refreshing the cache.
To clear the LDAP query cache
2. Double-click the LDAP profile whose query cache you want to clear.
3. Click Test LDAP Query.
4. From Select query type, select Clear Cache.
A warning appears at the bottom of the window, notifying you that the cache for this LDAP profile will be cleared if
you proceed. All queries will therefore be new again, resulting in decreased performance until the query results are
again cached.
5. Click Ok.
The FortiVoice unit empties cached LDAP query responses associated with that LDAP profile.
Configuring the LDAP connector
If you have contact or employee information in your LDAP server, you can configure the LDAP attribute mapping
templates to retrieve the information and add it to the contact and extension lists. Before doing so, you must
configure your LDAP server. For details, see Configuring LDAP settings on page 129.
To view the list of LDAP connectors, go to Phone System > LDAP > LDAP Connector.

Clone Click to duplicate an LDAP connector configuration.
Actions l Sync-Incremental : Select an LDAP connector and click this button to display
the newly-added and existing entries for that connector on the LDAP server.
Select New or Existing to view the respective entries, and click Import let the
FortiVoice unit synchronize the newly-added and existing entries from the
LDAP server.
If any existing entries are deleted on the LDAP server, they will not be removed
on the FortiVoice unit during the synchronization.
l Sync-Full: Select an LDAP connector and click this button to display the newly-
added and existing entries for that connector on the LDAP server. Select New
or Existing to view the respective entries, and click Import let the FortiVoice unit
synchronize the newly-added and existing entries from the LDAP server.
The FortiVoice unit retrieves all of the newly-added and existing entries from the
LDAP server.
l Sync Report: Select an LDAP connector and click this button to display the
synchronization report between the FortiVoice unit and your LDAP server.
l Purge sync data: Select an LDAP connector and click this button to remove the
connector from the FortiVoice unit. You cannot remove a connector if the
extension associated with it is used in other places.

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Extension Click to view the extensions generated based on the data retrieved from your LDAP
server.
Name Name of the LDAP connector.
LDAP Profile The name of the LDAP profile that has your LDAP server information. For details,
see Configuring LDAP settings on page 129.
Type The type of the LDAP connector: extension or contact.
Schedule The synchronization schedule between the FortiVoice unit and your LDAP server.
Last Sync Time The latest synchronization time between the FortiVoice unit and your LDAP server.
To configure extension/contact connectors

1. Go to Phone System > LDAP > LDAP Connector.
2. Click New > Extension Connector/Contact Connector and configure the following:

Enabled Select to enable the connector.
Name Enter a name for the extension/contact connector.
LDAP profile Select the LDAP profile that has your LDAP server information. You can add a new
profile or modify the selected one. For details, see Configuring LDAP settings on
page 129.
The FortiVoice unit queries the LDAP server based on the information contained in
the LDAP profile.
Schema This option appears after you select the LDAP profile.
Select the LDAP schema that defines the rules to govern the types of data that the
LDAP server can hold.
If you select Active directory or Open LDAP, the fields under Search Criteria and
Mapping are populated. However, you can change them as needed.
Description Click to enter any notes you have for this connector.
Search Criteria You can use the auto-populated search attributes or enter your own search
attributes for the data you want the FortiVoice unit to retrieve from the LDAP server.
Search base Enter or browse for the search base to define the search starting point in the LDAP
directory tree.
Search filter Enter the complete query filters.
Scope Select the LDAP search scope indicating the set of entries at or below the BaseDN
that may be considered potential matches for a SearchRequest.
Max results Enter the search size limit for the returning records.
Mapping and More You can use the auto-populated contact attributes or enter the contact attributes
used in your LDAP server that match the FortiVoice attributes for extensions or
contact lists. For example, you may enter "name" for Display name if that is what you
have for display name in your LDAP server.

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You may click the Retrieve LDAP attribute icon ( ) beside each field to choose an
LDAP server attribute.
The mapping enables the FortiVoice unit to convert the data retrieved from the LDAP
server into the FortiVoice extension or contact lists.
For extension connectors, under More, you can configure the Time zone and
Voicemail PIN attributes based on the synchronization results with the LDAP server.
l Time zone:
l Add entry: Use this option to configure the new time zone attribute
retrieved from the LDAP server.
l Fixed: You can select your own time zone from the list. This value will
not be updated with the value from the LDAP server during
synchronization.
l Sync: The current time zone value will be updated with the value from
the LDAP server during synchronization. If the time zone value is not
available on the LDAP server, the FortiVoice unit time zone (Phone
System > Setting > Location > Default time zone) will be used by
default.
l Update entry: Use this option to configure the existing time zone attribute
on your FortiVoice unit.
l Skip: The current time zone attribute is ignored and will not be updated
with the value from the LDAP server during synchronization.
Sync: The current time zone value will be updated with the value from
l
the LDAP server during synchronization. If the time zone value is not
available on the LDAP server, the FortiVoice unit time zone (Phone
System > Setting > Location > Default time zone) will be used by
default.
l Voicemail PIN:
l Add entry: Use this option to configure the new voicemail PIN attribute
retrieved from the LDAP server.
l Fixed: You can enter your own voicemail PIN. This value will not be
updated with the value from the LDAP server during synchronization.
l Sync: The current voicemail PIN value will be updated with the value
from the LDAP server during synchronization.
l Generate: Click to let the system generate a voicemail PIN. This value
will not be updated with the value from the LDAP server during
synchronization.
l Update entry: Use this option to configure the existing voicemail PIN
attributes on your FortiVoice unit.
l Skip: The current voicemail PIN attribute is ignored and will not be
updated with the value from the LDAP server during synchronization.
l Sync: The current voicemail PIN value will be updated with the value
from the LDAP server during synchronization.
Schedule Set the time schedule for data retrieving and mapping.
3. Click Create.

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Viewing LDAP contact list
After you have configured the LDAP contact connector and synchronized the FortiVoice unit with it, the generated
FortiVoice contact list appears in Phone System > LDAP > LDAP Contact.
You can select a contact to view, modify, or delete it.
Clicking LDAP opens the LDAP Connector page.
For details about configuring contact connectors, see Configuring the LDAP connector on page 134.
Working with FortiVoice profiles
The Phone System > Profile tab lets you create user privileges and SIP profiles for configuring extensions and SIP
trunks. It also allows you to modify caller IDs, schedule the FortiVoice unit, and configure phone profiles.
l Configuring SIP profiles on page 137
l Modifying caller IDs on page 139
l Configuring phone profiles on page 141
l Configuring programmable keys profiles on page 144
l Configuring RADIUS authentication profiles on page 148
l Configuring user privileges on page 148
l Configuring emergency zone profiles on page 153
l Scheduling the FortiVoice unit on page 154
Configuring SIP profiles
Configure the common SIP settings that can be applied to every SIP trunk and SIP device in your network.
Communicate with your VoIP service provider because the profile settings are subject to the
capabilities of the VoIP service provider. For example, if some of your features and codecs are
not supported by your VoIP service provider, they will not work even if they are enabled or
selected in the SIP profile.
The default SIP profiles can be edited but cannot be deleted.

For information about extensions, see Configuring extensions on page 176.
For information about SIP trunks, see Configuring trunks on page 217.
To configure a SIP profile
1. Go to Phone System > Profile > SIP and click New.
2. Select the SIP profile type.

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Name Enter a name for this profile.
DTMF Select the dual-tone multi-frequency (DTMF) method used by the VoIP provider. Options
are RFC2833, Inband, and Info.
Keep alive Enter the time interval in seconds for the FortiVoice unit to talk to the SIP server of your
service provider to keep the connectivity and check its capability.
0 means no checking by the FortiVoice unit.
NAT Select if the VoIP service provider supports SIP NAT translation.
T.38 Select if the VoIP service provider supports fax over VoIP network. This option is not
available for every profile type.
Registration interval To keep the extensions' registration status with the FortiVoice unit, keep the default value
of extension registration time interval or enter the value in seconds as required by the
FortiVoice unit.
The default is 1800. The range is from 10 to 28800.
For details about the priority of this setting, see Understanding the priority of extension
registration and subscription interval settings on page 139.
Subscription interval To keep the extensions’ subscription status with the FortiVoice unit, keep the default value
of extension subscription time interval or enter the value in minutes as required by the
FortiVoice unit.
The default is 60. The range is from 10 to 1440.
For details about the priority of this setting, see Understanding the priority of extension
registration and subscription interval settings on page 139.
Transport Transport: SIP commonly uses TCP or UDP port 5060 and/or 5061. Port 5060 is used for
non-encrypted SIP signaling sessions and port 5061 is typically used for SIP sessions
encrypted with Transport Layer Security (TLS).
Enable the protocols as required.
This option, if applied to a user, overrides the system-wide transport settings. For more
information, see Configuring SIP settings on page 94.
Secure RTP: Select to provide encryption, message authentication and integrity, and
replay protection to the FortiVoice Real-time Transport Protocol data. This option is not
available for every profile type.
Codec Select the codecs supported by the VoIP service provider. Among the selected ones,
choose the preferred one for the VoIP provider. The preferred codec is usually the most
used one in your area and provides the best quality of communication.
If your preferred codec is different from that of your VoIP service provider, the service
provider’s codec will be used as long as it is one of your supported codecs.
4. Click Create.

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Understanding the priority of extension registration and subscription interval settings
As there are multiple areas where you can modify the extension registration and subscription intervals within the
FortiVoice UI, the following table shows the available setting options from the highest priority (1) to the lowest priority (3).
For example, if you configure the registration and subscription intervals using a SIP profile (priority 1) and survivability
branch (priority 2), the FortiVoice unit uses the settings in the SIP profile because this option has a higher priority.
Priority GUI path Setting
1 Phone System > Profile > SIP l Registration interval

l Subscription interval
For more details about the settings, see Configuring SIP
2 Managed System > Survivability > l SIP phone registration interval

Survivability Branch > Survivability l SIP phone subscription interval
For more details about the settings, see the FortiVoice
Local Survivable Gateway Deployment Guide.
3 System > Advanced > SIP l Registration interval

l Extension registration interval range
l Internal extension registration interval
l External extension registration interval
l Subscription interval
l Extension subscription interval range
l Extension subscription interval
For more details about the settings, see Configuring SIP
Modifying caller IDs
You can change the phone number, caller’s name, or both that will appear on the destination phone.
Caller ID modifications are used when configuring dial plans. For more information, see Configuring call routing on page
237.
To modify a caller ID
1. Go to Phone System > Profile > Caller ID Modification.

Name Enter the name for this caller ID modification record.
Match number Enter the extension number or number pattern you want to modify.
For example, you can enter 8134 to modify a single extension, or 81xx to modify all the
four-digit numbers starting with 81.

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Number Modification If you have entered a number or number pattern in Match number field, configure the
following values to modify it:
l Strip: Enter a number to hide the starting part of an extension from displaying. 0
means no action.
For example, if your Match number is 8134 and Strip is 2, only 34 will be displayed as
caller ID.
l Truncate: Enter a number to hide the ending part of an extension from displaying. 0
means no action.
For example, if your Match number is 8134 and Truncate is 2, only 81 will be
displayed as caller ID.
l Prefix: Add a number before an extension.
For example, if your Match number is 8134 and Prefix is 5, the caller ID will be 58134.
l Postfix: Add a number after an extension.
For example, if your Match number is 8134 and Postfix is 5, the caller ID will be
81345.
Match option Select the way to match a call with caller name and number in order to modify call number
or caller ID.
l Match Number or Name: If the number is matched, modifications will be done based
on Number Modification configuration. If the name is matched, modifications will be

done based on Map to new caller ID name configuration.
l Match Number then Name: If the number is matched, modifications will be done
based on Number Modification configuration. If both the number and name are
matched, modifications will be done based on Map to new caller ID name
configuration.
l Match Name then Number: If the Name is matched, modification will be done based
on Map to new caller ID name configuration. If both the name and number are
matched, modifications will be done based on Number Modification configuration.
l Match Number and Name: If both the number and name are matched, modifications
will be done based on Number Modification and Map to new caller ID name
configurations.
Match caller ID Enter the caller ID that you want to map to another one.
name Caller IDs are created when configuring SIP extensions. See Configuring IP extensions on
page 176.
Map to new caller ID Enter the new caller ID name that you want to map to the one entered in the Match caller
name ID name field.
Block caller ID Select to stop your caller ID from displaying on the destination phone.
3. Click Create.
Mapping a group of extensions to a caller ID name
If you want to map a group of extensions to a caller ID name, you can use the pattern for the extensions to do so.
For example, if you have a technical support team that has 10 extensions (8100-8110), instead of displaying each
extension when making calls, you can just display one caller ID name “Support” for the whole team.

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To map a group of extensions to a caller ID name

1. Go to Phone System > Profile > Caller ID Modification.
2. Click New.
3. In the Match number field, enter the pattern of the extensions, such as 81xx.
4. In the Match option field, select Match Number or Name.
5. In the Map to new caller ID name field, enter the caller ID name to which you want to map, such as “Support”.
6. Click Create.
Configuring phone profiles
Phone profiles contain the phone configurations that are mostly used and customized, such as the programmable phone
keys. Phone profiles make extension configuration more flexible because phone users are allowed to choose the profile
they want. In addition, any changes the administrator makes to a profile is automatically applied to the extensions that
use the profile. For more information, see Configuring IP extensions on page 176.
The phone profiles configured here appear as Admin defined profiles when you configure an SIP extension.
You cannot delete a default phone profile.
To view the list of phone profiles
1. Go to Phone System > Profile > Phone.
2. You can review the Name, Phone Model, and Description of the phone profiles.
3. The last column (Referenced) indicates if a phone profile is used by an extension.
l A green dot means that at least one extension uses the phone profile.
l A gray dot means that none of the extensions use the phone profile.
To configure a phone profile

1. Go to Phone System > Profile > Phone.

Name Enter a name for the profile.
Phone model Select a phone model for the profile.
Time format Select the time display format on the phone.
North American: mm/dd/yyyy
International: dd/mm/yyyy
Phone book Select Local only to include the phone directory on this FortiVoice unit, and Global to
include the phone directories of any remote FortiVoice units connected to this unit.
For information on phone directories, see Creating contacts on page 123.
Phone language Select the language display on the phone.
Description Enter any notes you have for this profile.

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VLAN You may need to deploy phones using the existing IT infrastructure which only has one
network drop for each employee. The network switch supports 802.1Q VLAN tagging and
LLDP-MED. Some phones such as FortiFone phones have two network ports: LAN and
PC. The recommended solution is to connect FortiFone phones to the switch using LAN
port and connect the computer to the PC port of FortiFone phones. VLAN tag needs to be
enabled to segregate FortiFone voice network and PC data network.
Option If you select Manual, configure the following:
Enable VLAN tagging for voice: Select to enable VLAN tagging to segregate FortiFone
voice network and PC data network.
Voice VLAN ID: Enter your organization’s VLAN ID for voice.
Priority for voice: Enter the traffic service level recommended by the IEEE. Each number
represents a traffic type. The range is from 0-7, with 7 being the highest.
l 0: Background
l 1: Best Effort
l 2: Excellent Effort
l 3: Critical Applications
l 4: Video, < 100 ms latency and jitter
l 5: Voice, < 10 ms latency and jitter
l 6: Internetwork Control
l 7: Network Control
Enable VLAN tagging for data: Select to enable VLAN tagging to segregate PC data
network and FortiFone voice network.
Data VLAN ID: Enter your organization’s VLAN ID for data.
Priority for data: Enter the traffic service level recommended by the IEEE. Each number
represents a traffic type. The range is from 0 to 7, with 7 being the highest.
l 0: Background
l 1: Best Effort
l 2: Excellent Effort
l 3: Critical Applications
l 4: Video, < 100 ms latency and jitter
l 5: Voice, < 10 ms latency and jitter
l 6: Internetwork Control
l 7: Network Control
If you select LLDP (Link Layer Discovery Protocol), the FortiVoice unit automatically
generates the configuration file. You need to enable LLDP support on your network switch.
Enable LLDP transmit status: Enable or disable the LLDP transmit status to allow listening
or learning LLDP-MED from the switch only. This option applies to FortiFone FON-175,
375 ,475, 575, 670, 675, H25, and H35.
Automatic
Configuration
Display option Select what to display on the extension: the extension user’s name only or name and
number.
Digit map Enter the digit map timeout in seconds which defines the waiting time between the
pause timer completion of dialing number entering and initiating the call.

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For example, if you enter 5 and use the default digit map syntax, the phone will initiate a
call 5 seconds after you finish entering the dialing number.
Intercom barge If you select FortiFone FON-175, 375, or 475 for Phone model, you can enable intercom
barge to allow intercom drop-in in a phone conversation.
Screensaver Select the screen saver time for the phone model you selected. This option varies for
timer different phone models and is not available for all phone models.
Button Select the percentage of phone buttons’ background color transparency.
transparency This option does not apply to all models.
Backlight time Set the phone backlight time to illuminate the screen in low light conditions.
Hangup delay Set the delay time to disconnect calls after hanging up.
This option does not apply to all models.
Popup missed Enable if required.
call This option does not apply to all models.
Keep alive Enter a value for FortiFone to send a packet to the FortiVoice unit at the interval of the
entered keep alive value to keep the firewall ports open at all time. This is to ensure that
calls are not missed due to the registration time change for external IP extensions.
For example, if you enter 40, FortiFone will send a 2 byte packet every 40 seconds to keep
the firewall ports open.
External keep This option is available when you select FortiFone FON-x80 for Phone model.
alive For external FortiFone FON-x80 extensions, the default keep alive option is 40 seconds.
This is to ensure that calls are not missed due to the registration time change for external
IP extensions.
DST type Set the daylight saving time (DST) for the phone. This option does not apply to all models.
l Disabled: DST on the phone is disabled.
l Automatic: DST on the phone is automatically set based on your location.
Appearance Choose the call transfer mode for the extension appearance programmable key of
Transfer FortiFone FON-x80 phones.
The default is Blind.
l Blind: Allows you to transfer a call without speaking to the person receiving the
transfer.
l Attended: Allows you to announce the call to the person receiving the transfer before
completing the transfer.

For information on extension appearance programmable keys, see Configuring
programmable keys profiles on page 144.
Use pound(#) Select to enable this option.
as dial or send If you enable this option, users can use the pound key (#) to invoke dialing. For example,
key when the user presses 19001#, the phone calls extension 19001.

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If you disable this option, users can use the pound key (#) as a phone number prefix such
as #19002.
Call Busy Tone Select to enable this call busy tone option.
When a call enters the busy tone state and this option is enabled, the FortiFone FON-x80
phone plays a busy tone.
When a call enters the busy tone state and this option is disabled, the FortiFone FON-x80
phone disconnects the call instead of playing a busy tone.
TCP auto This option applies to FON-x80 phones only.
switch If the phone uses TCP, this option does not have any impact on sending SIP requests.
If the phone uses UDP and you enable this option, you allow the phone to send SIP
requests that are larger than 1300 bytes using TCP. However, this switch is not permanent
meaning that the phone will use UDP to send any subsequent SIP requests that are 1300
bytes or smaller.
Phone Image This option allows you to change the background image on a FortiFone FON-x80 phone.
Setting This option only appears when you edit a phone profile.
Background Click Change to upload the image. Click Reset to restore the default image setting.
image File requirements for a background image:
l Supported format: jpg
l Supported sizes:
l FON-380: 480 x 320 pixels

Hotel If you select FortiFone FON-H35 for Phone model, enter the hotel contact information and
instructions on how to dial rooms, local, long distance, and international number.
You may also select the font color for the call display.
Soft Button In Idle Optionally, enable the 4 soft buttons and make them functional in idle status.
Status This option does not apply to all models.
Phone Password Enter a password for the phone users to access their phone web GUIs and configure the
advanced settings on the phones. This only applies to the supported phones.
3. Click Create.
Configuring programmable keys profiles
The Programmable Keys submenu lets you configure the programmable keys for FortiFone phones. For FortiFone
phones with expansion modules or multiple key pages, you can select the module or page to program the keys.

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After a programmable keys profile is applied to an extension, the keypad programming is always the same regardless of
the phone for the extension.
To configure a programmable keys profile
1. Go to Phone System > Profile > Programmable Keys.
2. Click New.
3. Enter the profile name, select a phone type, enter any notes you have for the profile, and click Create.
4. Double-click the profile you created and configure the following:

Provisioning lines Select the phone lines you want to reserve. For example, if you select 2 for this phone,
number 1 and 2 on the keypad become reserved for phone lines.
Number of expanded Select the number of expanded modules for the keypad.
modules This option only appears for certain FortiFone models.
Number of pages to be Select the number of pages for the keypad.
used on this phone This option only appears for certain FortiFone models.
Base/Page/Expanded Fields display depending on the phone model.
Module
Option The keypad number of the phone.
Mode l User: Allows the user to set a programmable key using the FortiVoice user portal
and endpoints (FortiFone desk phone and FortiFone softclient for desktop).
l Admin (with User Assigned function): Allows the user to set a programmable key
using a FortiFone desk phone.
l Admin: Allows you to set a programmable key with a function, resource and label,
as applicable. The user cannot make changes to that programmable key.
Function Select the function assigned to this key.
Resource For some functions, you need to enter information in this field based on your phone
configuration. For example, if you select function Line appearance for key 3, select
what the line is for in this field.
Label For some functions, you can add an explanatory label for the key.
5. Click OK.
Programmable keys descriptions
Function Description Resource Label
Call forward Allows you to enable or disable and configure the call Stays blank. Edit the label or
forward function. keep the default
label (Call
forward).
DTMF DTMF (dual-tone multi-frequency) refers to the touch Enter the DTMF Edit the label or
tone digits on the keypad of your desk phone. keep the default
label (DTMF).

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When you are on a call and you press the DTMF key, digits to dial
the system dials the configured DTMF digits. when you press
This key is useful when you need to enter consistent this
codes at an interactive voice response (IVR) system. programmable
key on your
phone.
The DTMF function is only available
during a call.
Extension Allows you to do the following actions: Select an Edit the label or
appearance l Monitor the status of the selected extension (idle, extension from keep the one
ringing, in use, DND, and on hold). the list. associated with
l On FortiFone FON-x80 phones, you can transfer a the selected
call to the selected extension using one of the extension.
following transfer types:
l Blind: Allows you to transfer a call without
talking to the person receiving the transfer.
l Attended: Allows you to announce the call to
the person receiving the transfer and then
complete the transfer.
l You set the transfer type in Configuring
phone profiles on page 141. The default is
Blind (in Appearance Transfer).
Intercom Allows you to use the phone speaker of a local Stays blank. Edit the label or
extension as an intercom. keep the default
label (Intercom).
The intercom function works for internal

extensions (not for external extensions).
Line appearance Allows you to monitor the status of a line (available, Select a line. Edit the label or
busy, or on hold). keep the one
associated with
the selected line
(or trunk).
Park Places the call into the first available call park slot. You Stays blank. Edit the label or
will hear a prompt telling you which slot the call has keep the default
been parked in. label (Auto
park).

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Park appearance Allows you to perform the following actions: Select the park Edit the label or
l Monitor the selected call park slot to know when slot to monitor. keep the one
there is a call parked. associated with
l Retrieve a parked call. the selected line
(or slot).
Private Hold Allows you to put a call on hold. Stays blank. Stays blank to
use the Private
Hold label.
Record Allows you to record a phone call. Stays blank. Stays blank to
use the Record
label.
Before using the Record function, make sure to apply a profile (with the
personal recording function enabled in Monitor/Recording) to the
extension. For details, see Configuring user privileges on page 148.
Reserved for line By default, the FortiVoice phone system reserves the If multiple Edit the label or
first two programmable keys for lines on the phone so accounts have keep the one
you can monitor your own calls on those lines. been configured associated with
If your phone has additional lines, then you can use the on this the selected line
Reserved for line function to program the appearance extension, (or account).
of those lines. choose which
account to
monitor.
Shared line For details about shared line appearance (SLA)

appearance groups, see Appendix A: Shared line appearance on
page 383.
System speed dial Allows you to quickly place a call to the selected Make a Edit the label or
extension or phone number at a touch of a button. selection. keep the one
assigned by the
FortiVoice
system
administrator.
Twinning Allows an external phone to ring along with your office Stays blank. Edit the label or
phone, so you can answer the call at either phone. keep the default
Pressing the Twinning programmable key enables or label
disables the feature. (Twinning).
Before using the Twinning function, make sure to apply a profile (with the
twinning function enabled in Basic Setting) to the extension. For details,
see Configuring user privileges on page 148.

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User speed dial Allows you to quickly place a call to the selected Enter an Edit the label or
extension or phone number at a touch of a button. extension or a keep the one
phone number. associated with
the selected
contact.
Configuring RADIUS authentication profiles
The FortiVoice unit supports RADIUS authentication method by using the RADIUS profiles that you configure.
To configure a RADIUS profile
1. Go to Phone System > Profile > RADIUS.
2. Click New.

Profile name Enter a name for this profile.
Server name/IP Enter the fully qualified domain name (FQDN) or IP address of a server that will use
RADIUS method to authenticate users.
Server port Enter the port number on which the authentication server listens. You must change this
value if the server is configured to listen on a different port number, including if the server
requires use of SSL.
The default port is 1812.
Protocol Select the authentication scheme for the RADIUS server.
Server secret Enter the secret required by the RADIUS server. It must be identical to the secret that is
configured on the RADIUS server.
Server requires Enable if the authentication server requires that users authenticate using their full email
domain address (such as [email protected]) and not just the user name (such as user1).
4. Click Create.
Configuring user privileges
A user privilege includes a collection of phone services and restrictions that can be applied to each extension user.
The default user privilege configurations can be edited but cannot be deleted.
For information on extensions, see Configuring extensions on page 176.
To configure a user privilege
1. Go to Phone System > Profile > User Privilege.
2. Click New.

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Name Enter a name for this profile.
Basic Setting
Auto provisioning Select to enable auto-provisioning for the extension. For more information, see
Configuring SIP phone auto-provisioning on page 97.
Once a FortiFone or supported DHCP-enabled phone connects to the FortiVoice
unit and is auto-discovered, the FortiVoice unit assigns an IP address to the
FortiFone and sends the basic PBX setup information to it. The full PBX
configuration file will only be sent to the phone if this option is selected in the user
privilege applied to the extension associated with the phone.
Configure Select to enable configuring the feature access codes. For more information, see
programmable phone Modifying feature access codes on page 308.
feature key/PFK
Twinning Select to enable twinning function on an extension.

The twinning feature allows you to use an external telephone (often a smartphone
or home phone) to replicate your internal office extension (often your desk
phone), so that when your desk phone rings, so does the “twin” phone. Once you
return to your desk, you may press the Twinning key on the phone to terminate
the twinning.
This is useful when you are away from your desk but still want to receive calls to
your desk phone.
With this feature selected, you can configure twinning. For more information, see
Setting extension user preferences on page 199.
Softclient API login Select to enable FortiVoice softclient to log into the FortiVoice unit.
Operator Role Select to enable an extension user to process phone calls using the FortiVoice
user portal.
You can select the four options to handle calls in each category.
When the user privilege with this option selected is applied to an extension, an
Operator Console button will appear on the top of the extension user’s FortiVoice
user portal. Clicking the button lets the user process phone calls on the Web.
Voicemail Select to enable the voicemail service.
Maximum messages Enter the number of voicemails allowed.
Voicemail retention Enter the number of days to keep the voicemails.

days
Voicemail password If enabled, phone users must enter a password to access their voicemail.
If disabled, phone users can access their voicemail without entering a password.
Voicemail email format Select the voicemail file format.
When an extension receives a voicemail, FortiVoice can send an email
notification with the voicemail as an attachment.

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For notification options, see Setting extension user preferences on page 199.
Music
Music on hold Select a music on hold file. For details, see Managing phone audio settings on
page 125.
Early media Early media is the exchange of information between the PBXes before the
establishment of a phone connection, such as the ring tone. You can select a
music file for early media. For details, see Managing phone audio settings on
page 125.
Fax Select to set the fax rules for users. For information on fax, see Configuring fax on
page 299.
Max incoming Enter the number of incoming faxes allowed.
messages
Max incoming fax Enter the number of days to keep the incoming faxes.
retention days
Max outgoing Enter the number of outgoing faxes allowed.

messages
Max outgoing fax Enter the number of days to keep the outgoing faxes.
retention days
Call Restriction Select call dialing restrictions for international, long distance, local, and internal
calls.
l Forbidden: Call is not allowed.
l Allowed: Call is allowed.
l Allowed with Account Code: Call is allowed by entering the system
account/exempt code. For information on account code, see Configuring

account codes on page 174.
Not applicable to internal calls.
l Allowed with Personal Code: Call is allowed by entering an extension’s
account/exempt code. For more information, see Configuring account codes

on page 174.
l Allowed with Account and Personal Code: Call is allowed by entering the
system and extension account/exempt codes.

Other Restricted Area You can specify area codes to which an extension is allowed or denied to make
Code phone calls.
1. Click New.
2. Select Enabled to activate this restriction.
3. Enter a name for this call restriction. The name can contain numbers, letters,
and underscores. The maximum length is 63 characters.
4. Enter the area code that you want to set the restriction. The area code can
contain numbers 0 to 9, +, *, and # followed by an optional sequence of $.
The maximum length is 63 digits.

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5. Select the permission for the area code. For more information, see Call
Restriction on page 150.
6. Click Create.
Miscellaneous The max number of concurrent calls: Set the maximum number of concurrent
incoming and outgoing calls on the extension. The range is 1-10. The default is 4.
Monitor/Recording
Personal recording Select to allow users to configure personal recording of their incoming and
outgoing calls on the user web interface.
System recording Select to allow users to configure system recording of their incoming and outgoing
calls on the user web interface.
Allow being barged Select to allow monitoring an extension to which this user privilege is applied.
Allow barging Select to allow the extension to which this user privilege is applied to monitor
other extensions.
For details about how to barge a call, see Listen/Barge on a call on page 309.
Call barge option If you select Allow barging, choose a barging method.
For details about how to barge a call, see Listen/Barge on a call on page 309.
Hot-desking Hot desking enables users to log into another phone. However, unlike using
Follow Me or Call Forwarding which simply redirect a user's calls to another user’s
phone, hot desking takes total control of another phone by applying all of the
user's own phone Setting to that phone until the user logs out. Each user can log
into another phone by pressing *11 and enter his extension number and user PIN
following the prompts. To log out, a user can press *12.
You can view hot desking configurations by going to Viewing activity details of hot
desking extensions on page 36.
l Enable hot-desking login: Select to enable the hot-desking login function.
l Automatic logout hours: Enter the time in hours for the phone to automatically
log out of hot-desking.

l Enable hosting hot-desking: Select if you want to log into a regular phone
with the hot-desking phone authentication (by pressing *11 and enter your
extension number and user PIN following the prompts).
By selecting this option, the old extension is taken over by the new extension
on this phone. After logging out the phone with the hot-desking phone
authentication, the old extension is recovered. However, outgoing calls still
display the hotd-esking extension number.
The regular phone logs out of hot-desking when the time set in Automatic
logout hours expires.
If the two phones use different programmable phone keys, the host phone will
reboot. For information on programmable phone keys, see Configuring phone

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User Portal Enable or disable the user portal and select the features for it. Only the selected
ones will appear for the extension to which this user privilege is applied.
Directory
List in directory Select to put the user’s name in the dial-by-name directory which allows a caller to
find a user’s extension number, and connect to their local extension or remote
extension. This way the caller can reach their party without speaking to the
receptionist.
Lookup directory Select to enable a user to view the phone directory of the local office.
Lookup directory in Select to enable a user to view the phone directories of remote offices.
remote office(s)
Directory/subdirectory Select the directory or subdirectory that you want to include in the user privilege. If
you select a subdirectory, make sure to also make your selection in the Include
subdirectory setting in Configuring system capacity on page 116.
Entitlement This option controls the use of unified communication and enhanced call center
features.
l Unified communication: Select to allow the use of third-party communication
applications, including:
l Microsoft Teams
l Presence for desktop application
l Instant messaging service and clients on endpoints
l Video conferencing service and client on endpoints
l Screen sharing
l File sharing
l Enhanced call center: Select to allow the use of enhanced call center
features, including:
l Agent console for desktop application
l Enhanced FortiVoice IVR
l Salesforce integration
Advanced Setting
Conference number Select the permission for conference calls:
l Allow All: Select to allow the extension to join all conference calls.
l Disallow All: Select to prohibit the extension from joining all conference calls.
l Allow All with Exempt: If you select this option, click New to enter the
conference call number(s) that the extension is banned to join.

l Disallow All with Exempt: If you select this option, click New to enter the
conference call number(s) that the extension is allowed to join.

For more information, see Configuring auto attendants on page 282.
Paging/Intercom Select the permission for paging/intercom:
l Allow All: Select to allow the extension to page/intercom all paging numbers.
l Disallow All: Select to prohibit the extension to page/intercom all paging

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numbers.
l Allow All with Exempt: If you select this option, click New to enter the
paging/intercom number(s) that the extension is banned to page/intercom.
l Disallow All with Exempt: If you select this option, click New to enter the
paging/intercom number(s) that the extension is allowed to page/intercom.

For more information on paging, see Configuring auto attendants on page 282.
Trusted hosts type Select the type of the subnet that can register with the SIP server. Only
extensions on the specified subnet can register with the SIP server.
If you select User defined, enter the information in Trusted hosts.
Trusted hosts Enter the IP address and netmask of the subnet that can register with the SIP
server.
You can add multiple trusted hosts.
Permitted outgoing Enable or disable all available outbound calling rules. For more information on
rules calling rules, see Configuring outbound dial plans on page 243.
4. Click Create.
Configuring emergency zone profiles
You configure an emergency zone profile to include detailed caller ID, contact, and network information.
An emergency zone profile supports the IP subnet-based dynamic location identification for emergency calling. When a
user moves a phone from one location to another, the FortiVoice phone system dynamically updates the E911 info with
the new location information.
To configure an emergency zone profile
1. Go to Phone System > Profile > Emergency Zone.

Name For a new profile, enter its name.
Primary Caller ID Enter a number to display on the destination phone when a user dials the emergency
number, such as 911.
Secondary Caller ID Enter a number to display on the destination phone when a user dials the emergency
number, such as 911.
DID mapped number To handle inbound callbacks, enter a phone number (maximum of 16 digits). FortiVoice
dynamically generates the DID mapping.
Description Enter any notes you have for this profile.
Setting Configure to send an alert email when an emergency call is made.
Select Do nothing if you do not want the FortiVoice unit to send an alert email. Otherwise,
select Send alert email and enter the following:

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l Emergency contact emails: Enter the email address of the emergency contact. You
can click + and add more addresses.
l 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.
l 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 on page 211.
Contact Information Enter the emergency contact information for the profile.
Network Identify the network details for the emergency zone profile:
l Network location type: Select either IP mask or IP range.
l IP/Netmask: Based on your choice for the Network location type, enter the IP address
and netmask or the IP address range in Start IP and End IP.
3. Click Create.
Scheduling the FortiVoice unit
You can schedule the FortiVoice operation time and use the schedules when configuring dial plans, virtual numbers, or
auto attendant on the system level. You can modify the default schedules, namely after_hour, business_hour , and
holiday, except for the any_time. You cannot delete default schedules.
Depending on your preference, you can create either a standard or a calendar-based schedule.
For information on dial plan, see Configuring call routing on page 237.
For information on virtual numbers, see Working with virtual numbers on page 215.
For information on call management, see Setting extension user preferences on page 199.
To configure a standard schedule
1. Go to Phone System > Profile > Schedule and click New.

2. Enter a profile name and select Standard for Mode.
3. Click Create.
4. In the schedule list, select the profile name you created and click Edit.
5. For Week Day, select the days to include in the schedule and set the AM and PM time or select Full Day.
6. For Holiday, click New to set the holidays. For example, select 01/01/12 in the Date field and enter New Year’s Day
in the Description field, and click Create.
7. Click OK.
To configure a calendar-based schedule
1. Go to Phone System > Profile > Schedule and click New.

2. Enter a profile name and select Calendar for Mode.
3. Click Create.
4. In the schedule list, select the profile name you created and click Edit.

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5. Double-click a date to schedule an event.

6. Click OK.
Configuring devices
Phone System > Device allows you to configure FortiFone desk phones (including Cisco CP-7841 and CP-8841 phones
with version number 12.x) and multi-cell FortiFone phones in a central place for easy management.
l Configuring desk phones on page 155
l Configuring multicell-phone FortiFone phones on page 157
l Configuring single-cell FortiFone phones on page 160
Configuring desk phones
You can configure desk phones to include their MAC addresses, phone model, phone profiles, names, and statuses.
You may also assign a phone to an extension, to FortiFone-870i, or to an extension as an auxiliary.
To view the list of desk phones, go to Phone System > Device > Phone.

Delete Select one or more phone records and click this button to remove them all at once.
Action l Assign to New Extension: Select a phone with a Not Assigned management status and
click this option to add an extension and assign this phone to the extension at the same
time. For more information, see To assign a phone to new extension on page 156.
l Assign to Existing Extension :Select a phone with a Not Assigned management status,
click this option to assign this phone to an existing extension. For more information, see
To assign a phone to an existing extension on page 156.
l Assign to Multi-cell Device: Select a multi-cell device (for example, FortiFone 870i) with a
Not Assigned management status and click this option to add an extension and assign
this phone to the extension at the same time. For more information, see Configuring
multicell-phone FortiFone phones on page 157.
l Assign as Auxiliary to Existing Extension: Select a phone with a Not Assigned
management status and click this option to assign it to an existing extension as an
auxiliary device. For more information, see To assign a phone as an auxiliary to an
existing extension on page 157.
l View Phone Configuration: Select a phone with an Assigned management status and
click this option display its configuration file.
l View accounts: For phones to which multiple extensions can be associated, such as
FON-850/860/870 and FON-D70/D71/D72, click this option to view the associated
extensions. This option is only active when a phone has multiple extensions associated
with it.
l Export: Select to save the phone list in csv format.
Extension When a phone is registered with an extension, this column shows .

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Some phone models, such as the FON-D71, can have multiple registered extensions. In this
case, the icon also shows the number of registered extensions. For example, .
MAC Address The Media Access Control address (MAC address) of the phone.
Phone Model The phone brand and model.
Phone Profile The profile for this phone. See Configuring phone profiles on page 141.
Management Displays if the phone has been Assigned or Not Assigned to an extension.
Number The extension number of the phone.
Display Name The name displaying on the extension. This is usually the name of the extension user.
Status Displays if the phone is registered with the FortiVoice unit. A registered phone is assigned an
IP address and basic PBX setup information.
IP The IP address of the phone assigned by the FortiVoice unit.
Version The firmware version of the phone.
To add a desk phone

1. Go to Phone System > Device > Phone.

MAC Address Enter the MAC address of the phone you want to add.
Phone model Select the phone brand and model.
Phone profile Select the profile for this phone. You may also create a profile or edit an existing one. For
more information, see Configuring phone profiles on page 141.
Description Enter any notes about the phone.
3. Click Create.
To assign a phone to new extension
1. Go to Phone System > Device >Phone.
2. Go to the Management column and select a phone identified as Not Assigned.
3. Click Action and select Assign to New Extension.
4. Enter the extension details and click Next. For details, see Configuring IP extensions on page 176.
To assign a phone to an existing extension

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3. Click Action and select Assign to Existing Extension.

4. Select the extension to associate with the phone and click Next.
To assign a phone as an auxiliary to an existing extension
3. Click Action and select Assignas Auxiliary to Existing Extension.
4. Select the extension to associate with the phone and click Next.
Configuring multicell-phone FortiFone phones
The FortiVoice unit supports the following two types of multi-cell FortiFone phones:
l FortiFone-870i
l FortiFone-D72
Each base FortiFone-870i can support up to 15 handsets. You can configure a FortiFone-870i to work with the
FortiVoice unit by adding a primary phone (base) and multiple secondary phones (bases).
Each base FortiFone-D72 can support up to 8 handsets. You can configure a FortiFone-D72 to work with the FortiVoice
unit by adding a FON-D72-M manager, at least one FON-D72-B base, and one FON-D71-H handset.
Prerequisites
The following prerequisites must be met for the FortiFone-870i and FortiFone-D72 configuration to work:
Multi-cell phone Prerequisites
FortiFone-870i l FortiVoice v6.0 build 127 or later.

l FortiVoice auto provisioning is enabled (see Configuring SIP phone auto-provisioning on
page 97).
l FortiFone-870i firmware 3.23 or later.
l Network connectivity available between FortiFone-870i and the FortiVoice unit.
FortiFone-D72 l FortiVoice v6.0.7 build 253 or later.

l FortiVoice auto provisioning is enabled (see Configuring SIP phone auto-provisioning on
page 97).
l Network connectivity available between FortiFone-D72 and the FortiVoice unit.
Follow the FortiFone-870i and FortiFone-D72 guides to configure the phones first. After you connect the phone to the
network, you can configure it on the FortiVoice unit.
Configuring the FortiFone-870i
Configure the FortiFone-870i on multiple GUI pages.

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1. Go to Phone System > Device > Multi-cell Device and click New.
2. Enter the MAC address of the intended primary station.
3. Select Enable.
4. In Device role, set the station as primary with chain ID. The chain ID should be numbers up to 5 digits. Enter any
description as needed and click Create.
You can now add extensions to the primary station. You only need to apply the extension configuration to the
primary. All secondary stations can obtain the extension information from the primary.
6. Select the primary station just created, click Action, and select Assign to New Extension or Assign to Existing
Extension.
7. For Assign to New Extension, see To assign a phone to new extension on page 156.
8. For Assign to Existing Extension, see To assign a phone to an existing extension on page 156.
9. Add more extensions as needed with a different handset IDs. Upon completion, you should see all the extensions
listed for the primary station.
10. Since the primary station is provisioned, proceed to provision the secondary stations. Factory reset the intended
secondary station and connect it to the network. If the network and the FortiVoice unit are configured properly, it
should appear under Phone System > Device > Phone.
11. Go to the Management column, select the FortiFone 870i station that is identified as Not Assigned, and click Action
> Assign to Multi-cell Device.
12. In Device role, set the base station as secondary and select Prime (primary station) from the drop down list. Type
any description as needed.
13. Click OK.
14. On the secondary phone configuration, remove the temporary extension setting and reboot the station. See the
phone guide for more information.
Note that the temporary extension is used for initial configuration of the base and has to be removed for the phone to
work with the FortiVoice unit.
Configuring the FortiFone-D72
You can configure a FortiFone-D72 to work with the FortiVoice unit by adding a FON-D72-M (manager), at least one
FON-D72-B (base), and one FON-D71-H (handset). This solution includes the following four steps:
l To configure the FON-D72-M on page 158
l To configure the FON-D72-B on page 159
l To configure the FON-D71-H handset as an extension with the FortiFone-D72 on page 160
l To activate the FON-D72-M and register handsets on page 160
For more information about the FortiFone-D72, see FON-D72 User Guide.
To configure the FON-D72-M
1. Connect the FON-D72-M to the network using a POE connection.

2. Log in to the FortiVoice GUI.
The FON-D72 is auto discovered and displays as a device with the Not Assigned management status.
4. Right-click the FortiFone-D72 and select Assign to Multi-cell Device.

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Enable Select to activate the phone.
Device role Select DECT Manager for FON-D72-M.
IP address Enter the IP address of the FON-D72-M if it is not automatically filled out.
Default manager Enable to make the FON-D72-M as the default manager of the FortiFone-D72
configuration.
6. Click OK.
In the Phone Model column, a green icon appears beside FortiFone-D72 indicating that it is the DECT
Manager.
To configure the FON-D72-B
1. Connect the FON-D72-B to the network using a POE connection.

A new FON-D72 is auto discovered, displays as a device with the Not Assigned management status, and has a
different MAC address than the DECT Manager.
4. Right-click the FortiFone-D72 and select Assign to Multi-cell Device.

Enable Select to activate the phone.
Device role Select Base for FON-D72-B.
Sync cluster Select the ID for a phone group.
A sync cluster is comprised of a number of base stations within the DECT multi-cell system
that synchronize with each other to enable handover, roaming, list access, and load
balancing.
Only phones in the same cluster can talk with each other.
For detailed information, see FON-D72 User Guide.
Sync level Select the sync level for a phone group.
Each base station is assigned to a corresponding sync level. Sync level is based on the
distance between bases. Only one base can be sync level 1, then every other base would
be 2-10, based on where they are located.
For detailed information, see FON-D72 User Guide.
Primary Select the MAC address of the default DECT Manager if it is not automatically populated.
Default manager Enable to make the FON-D72-M as the default manager of the FortiFone-D72
configuration.
6. Click OK.
In the Phone Model column, a gray icon appears beside FortiFone-D72 indicating that it is the base.

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To configure the FON-D71-H handset as an extension with the FortiFone-D72

3. Right-click the FortiFone-D72 that is the DECT Manager and select Assign to New Extension.

Number Enter the extension number of the FON-D71-H.
For information on extension configuration, see Configuring IP extensions on page 176.
Enable Select to activate the extension.
Display name Enter the name displaying on the extension. This is usually the name of the extension
user.
You can click Expand to modify caller ID to add a caller ID for external calls or emergency
calls.
User Setting Do not do anything.
5. Click Next.
6. Verify the information and click Next.
7. Review the summary.
8. Click Finish.
To activate the FON-D72-M and register handsets
1. Enter the IP address of the FON-D72-M in a web browser.

2. Log in using admin as the username and 23646 as the password.
3. Go to Handset & Account > Registration Center.
4. Click Start Now.
5. Power on the FON-D71-H handset and press the Reg button.
The handset will search and find the FON-D72-M, register, and display the created extension number and name.
Configuring single-cell FortiFone phones
The FON-D71 is a single-cell digital enhanced cordless telecommunications (DECT) solution.

A FortiFone-D71-B base can support up to eight FortiFone-D71-H handsets.
The FON-D71-B base registers with the FortiVoice phone system. You configure a FortiFone-D71-H handset as an
extension with the FON-D71-B base.
Internal and external extensions
When the FON-D71-B base and FortiVoice phone system are on the same network, you are configuring an internal
extension. The FON-D71 phone supports a plug-and-play installation and automatically downloads its configuration from
the FortiVoice phone system.
When the FON-D71-B base and FortiVoice phone system are on different networks, you are configuring an external
extension. You are manually connecting the FON-D71-B base with the FortiVoice phone system.

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Prerequisites
Make sure to meet the following prerequisites:
l Make sure that the FortiVoice phone system is using version 5.3.18 or later.
l Make sure that the FortiVoice auto provisioning is enabled (see Configuring SIP phone auto-provisioning on page
97).
l Install the battery in the FortiFone-D71-H handset.
Workflow
To complete the configuration of a single-cell FortiFone phone, perform the following procedures:
1. To add the FON-D71-B base on page 161
2. To register the FON-D71-H handset with the FON-D71-B base on page 161
3. To connect the FON-D71-B base with the FortiVoice phone system for an external extension on page 162
4. To configure the FON-D71-H handset as an internal or external extension to use with the FON-D71-B base on page
163
To add the FON-D71-B base
1. On the FON-D71-B base, connect the Ethernet cable to the internet port.
2. Connect the other end of the Ethernet cable to your router, switch, or other internet source.
3. If your network supports power over Ethernet (PoE), a power adapter is not required.
4. If your network does not support PoE, you need a DC power adapter (5 V and 600 mA).
a. Connect the power adapter to the power jack on the FON-D71-B base.
b. Connect the other end of the power adapter to the power outlet.
5. If the FON-D71-B base and FortiVoice phone system are on the same network, verify that the FON-D71-B base is
connected to the FortiVoice phone system:
a. Log in to the FortiVoice GUI.
b. Go to Phone System > Device > Phone.
c. Review the list of phones to make sure that it includes the newly added FortiFone-D71 and the Management
column shows a Not Assigned status.
6. If the FON-D71-B base and FortiVoice phone system are on different networks, you will connect both systems later
in the workflow.
To register the FON-D71-H handset with the FON-D71-B base

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No. Item Description
1 Paging key l Locates a misplaced handset.

l Toggles the registration mode.
l Resets the base to factory settings.
2 Registration LED Indicates the mode of the base station:

l Fast flashing green — paging mode.
l Slow flashing green — registration mode.

l Solid green — at least one handset is registered to the base.
3 Network status LED Indicates the network status:

l Slow flashing green — network is unavailable.
l Solid green — network is available.

l Off — base station is powered off.
4 Power indicator LED Indicates the power status of the base station:
l Slow flashing green — firmware is updating.
l Solid green — base station is powered on.

l Off — base station is powered off.
1. Turn on the FON-D71-H handset.

The handset displays Searching for the base.
2. On the base, press and hold the Paging key until the registration LED is flashing to enter the registration mode.
The handset discovers and registers with the base.
3. After the registration is complete, the phone displays the handset ID (such as Handset 1).
To connect the FON-D71-B base with the FortiVoice phone system for an external extension

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If you are using an internal extension, the FON-D71-B base is already connected to the
FortiVoice phone system. Skip this procedure and go To configure the FON-D71-H handset as
an internal or external extension to use with the FON-D71-B base on page 163.
1. On the FON-D71-H handset, press the Down navigation button.

2. Select Base and press OK.
3. Take note of the IP address of the FON-D71-B base.
4. Go to your web browser and enter:
https://<ip_address>
Where <ip_address> is the IP address of the FON-D71-B base.
5. In Username, enter admin.
6. In Password, enter 23646.
7. Go to Settings > Auto Provision.
8. In the Server URL, enter the public IP address or FQDN of the FortiVoice phone system.
9. Click Confirm.
The FON-D71-B base connects to the FortiVoice phone system.
To configure the FON-D71-H handset as an internal or external extension to use with the FON-D71-B base
3. Right-click FortiFone-D71 (this is the base) and select either Assign to Existing Extension and the extension, or
Assign to New Extension.

Enabled Select to activate the extension.
Number Enter the extension number of the FON-D71-H.

For more information about the extension configuration, see Configuring IP extensions on
page 176.
User ID Displays the user ID.
user.
You can click + to add a caller ID for external calls or emergency calls.
User Setting Do not change the settings.
5. Click Next.
6. Go to Location. For an internal extension, click Internal or for an external extension, click External. Verify that the
Handset ID is correct. For example, if you are configuring the first handset, the Handset ID must be 1.
7. Click Next.
8. Review the summary.
9. To save the changes, click Finish.

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Reviewing system configuration
Phone System > Review provides a snapshot of the FortiVoice system configuration. You may also modify some items.
The items to be reviewed or modified include:
l Number: You can double-click an extension to modify it. For modification information, see Configuring IP extensions
on page 176.
l Departments: This section lists departments with one or more groups.
l MWI Auditor: This section lists message waiting indicator (MWI) entries. You can double-click a record to view the
voicemail source, including the user ID, extension number, and extension type.
l Network Summary: This section shows the IP address of each subnet and the number of devices connected to it.
l DID Handling: For detailed information, see Configuring direct inward dialing on page 240.
l Call Queue: This section is available for FortiVoice units with the Call Center license. For modification information,
see Creating call queues on page 250.
l Agent: This section is available for FortiVoice units with the Call Center license. For modification information, see
Configuring agents on page 257.
l Referenced Extension: This section includes extension that are used by other objects and their roles in the objects.
You can double-click a referenced object to view the object details and the extension role in the object.
In the following example, extension 87071 is used in the Ottawa_Helpdesk (Virtual Number) as a call handling
destination.

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Managing FortiVoice gateways, local survivability, and
firmware
A managed gateway is one of the FortiVoice Gateways that either contains FXS, FXO, or PRI ports that handles calls for
the FortiVoice phone system. Gateway Management enables auto-discovery of other FortiVoice gateways on the
network and offers remote device management from a centralized FortiVoice phone system. Gateways will still need to
be configured for network setting and administrator passwords, but all other configurations will be received from the
FortiVoice unit.
FVE-100E and larger systems can manage gateways.
FVE models and supported number of managed gateways
Model Number of managed gateways

supported
FVE-100F and FVE-VM-100 5
FVE-200F8 and FVE-VM-200 5
FVE-500F, and FVE-VM-500 15
FVE-VM-1000 25
FVE-VM-10000 300
FVE-VM-20000 500
FVE-VM-50000 1000
The FortiVoice local survivable solution is designed to provide branch resiliency for centralized deployments with multi-
sites. It is delivered and supported by a selected line of enterprise-class appliances through a firmware upgrade and
enables system administrators to seamlessly connect multiple locations with an easy-to-deploy solution.
You can manage the firmware of FortiVoice units and FortiFone phones from the GUI.
l Managing FXO gateways on page 166
l Managing FXS gateways on page 166
l Managing PRI gateways on page 167
l Configuring local survivability on page 168
l Managing the firmware on page 170

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Managing FortiVoice gateways, local survivability, and firmware
Managing FXO gateways
The FortiVoice foreign exchange office (FXO) gateway works in conjunction with the FortiVoice phone system to expand
resources and support additional analog phone lines. With the FortiVoice FXO gateway, you connect your analog phone
lines to your FortiVoice phone system.
FXO gateways can be auto discovered by the FortiVoice unit once they connect to it. You can also manually add
gateways to be managed by the FortiVoice unit.
The supported Fortinet FXO gateway model is FortiVoice Gateway GO08.
To deploy a FXO gateway
For detailed instructions about deploying a FXO gateway, see the FortiVoice FXO Gateway Deployment Guide.
To view the list of added FXO gateways
Go to Managed System > Gateway > FXO Gateway.

Actions
Apply configuration Select a gateway from the list and click this option to apply the FortiVoice FXO
gateway configuration file to this gateway and reboot the gateway immediately.
View configuration Select a gateway from the list and click this option to display the configuration file
applied to this gateway.
Unmanaged Gateway Click to display the gateways auto discovered by the FortiVoice unit. For more
information, see Viewing unmanaged gateways on page 36.
Fetch Device Info Select a branch FortiVoice unit from the list and click this option to retrieve its
information.
Upgrade
Now Select a gateway and select this option to upgrade it now.
Custom Time Select a gateway and select this option to upgrade it later.
Managing FXS gateways
The FortiVoice foreign exchange subscriber (FXS) gateway works in conjunction with the FortiVoice phone system to
expand resources and support additional analog phone extensions. With the FXS gateway, you can connect your
traditional analog phones and fax machines to a FortiVoice phone system.
FXS gateways can be auto discovered by the FortiVoice unit once they connect to it. You can also manually add
The supported Fortinet FXS gateway model is FortiVoice Gateway GS16.
To deploy a FXS gateway
For detailed instructions about deploying an FXS gateway, see the FortiVoice FXS Gateway Deployment Guide.
To edit gateway extensions

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A GS16 gateway has 16 FXS ports. Each port has an extension number.
For detailed instructions about editing a managed extension, see the Modifying managed extensions on page 190.
To view the list of added GS16 gateways
Go to Managed System > Gateway > FXS Gateway.

Actions
Apply configuration Select a gateway from the list and click this option to apply the FortiVoice FXS
information.
Upgrade
Start Extension Shows the start of the analog extension numbering for up to 1000 extensions.
Click the Edit icon to access the FXS Gateway start extension setting.
For more details about the FXS Gateway start extension setting, see Configuring
PBX options on page 113.
Managing PRI gateways
The FortiVoice primary rate interface (PRI) gateway works in conjunction with your FortiVoice phone system to expand
resources and support additional phone lines. With a PRI gateway, you connect your legacy telephony infrastructure
composed of PRI (T1 or E1) digital lines to a FortiVoice phone system.
PRI gateways can be auto discovered by the FortiVoice unit once they connect to it. You can also manually add
The supported Fortinet PRI gateway models are the FortiVoice Gateway GT01 and GT02.
To deploy a PRI gateway
For detailed instructions about deploying a PRI gateway, see the FortiVoice PRI Gateway Deployment Guide.
To view the list of added GT01/02 gateways
Go to Managed System > Gateway > PRI Gateway.

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Actions
Apply configuration Select a gateway from the list and click this option to apply the FortiVoice PRI
information.
Upgrade
Configuring local survivability
In a centralized multi-site network deployment, a FortiVoice local survivability solution provides resiliency with
survivability branches. A survivability branch is a FortiVoice local survivable gateway (LSG) unit with local extensions. A
FortiVoice LSG unit is located in a branch office. A FortiVoice phone system in a main office manages one or more
FortiVoice LSG units (survivability branches).
With this solution, you have one place to look for the routing rules, logs, call records, and call recordings. You can see
the whole setup, make changes, or modify records. If you add an extension, it is operational immediately. Any users at
any location will be able to call that new extension right away without waiting for configurations to sync up, or new
policies required to be set at each location.
If the communication between the FortiVoice unit at the central office FortiVoice unit and the branch office FortiVoice
units stops, branch office FortiVoice units (survivability branches) will kick in to provide access to lines until the
communication is restored between the central unit and the extensions.
The following FortiVoice phone system models can manage one or more survivability branches:
l FVE-300E-T and larger
l FVE-VM-500 and larger
The supported FortiVoice survivability branch models are:
l FVE-20E2
l FVE-20E4
l FVE-50E6
l FVE-100F
l FVE-200F8
l FVE-500F

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The FortiVoice phone system continues to support FVE-100E as a FortiVoice LSG model.
However, this model has reached its end-of-order (EOO) date.
The FortiVoice LSG solution supports the following gateways at the branch office:
l FortiVoice Gateway GO08, a foreign exchange office (FXO) gateway
l FortiVoice Gateway GS16, a foreign exchange subscriber (FXS) gateway
l FortiVoice Gateway GT01 and GT02, primary rate interface (PRI) gateways
FVE models and supported number of survivability branches
FVE model Number of survivability branches

supported
FVE-300E-T 10
FVE-VM-1000 20
FVE-VM-3000 40
FVE-VM-10000 150
FVE-VM-20000 250
FVE-VM-50000 500
To deploy a survivability branch

For detailed instructions about deploying a survivability branch, see the FortiVoice Local Survivable Gateway
Deployment Guide.
To view the list of added survivability branches
Go to Managed System > Survivability > Survivability Branch.

Actions
Apply configuration Select a branch FortiVoice unit from the list and click this option to apply the
FortiVoice configuration file to this branch unit and reboot the unit immediately.
View configuration Select a branch FortiVoice unit from the list and click this option to display the
configuration file applied to this unit.
information.
Upgrade
Now Select a branch FortiVoice unit and select this option to upgrade it now.
Custom Time Select a branch FortiVoice unit and select this option to upgrade it later.

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Managing the firmware
Managed System > Firmware allows you to manage the firmware of the FortiVoice devices and FortiFone phones.
FortiVoice devices refer to the devices managed by this FortiVoice unit, such as FortiVoice gateways.
FortiFone phones are those connected to this FortiVoice unit.
To manage FortiFone firmware
1. Go to Managed System > Firmware > FortiFone Firmware.
2. You have access to the following functions:

Upload Click to upload a firmware file.
You can select a phone model or FortiFone desktop app, select the firmware file, enter the
firmware version number, and click OK to upload the firmware.
Note that if you selected FortiFone-DesktopApp, the Firmware version option is only
available when editing an existing firmware file.
For FortiFone-380, 480, and 580, there is a Forced option. If necessary, enable this option
to force a new build onto the phone regardless of the firmware version already on the
phone.
Download Select a firmware file and click this button to download it.
Action Select a firmware file and click this button to enable or disable a firmware upgrade for the
FortiFone phones managed by this FortiVoice unit.
Statistics Click to display the information of the managed FortiFone phones.

Upgrade Select a firmware and click Upgrade to upgrade the FortiFone firmware:
l Name: Enter a name for the firmware upgrade job.
l Extension Selection: Select All related devices if you want to upgrade all of the
devices to which the firmware applies to. Otherwise add individual devices that you
want to upgrade.
l Schedule: Schedule the upgrade. The firmware will be pushed to the managed
FortiFone phones at the scheduled time.

View upgrade job Click to display the FortiFone upgrade records. See Maintaining phones on page 109.
To manage FortiVoice firmware

1. Go to Managed System > Firmware > FortiVoice Firmware.
2. You have access to the following functions:

Upload Click to upload a firmware file.
Upgrade Select a firmware file to do the FortiVoice firmware upgrade now or at a scheduled time.

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Configuring security settings
You can enhance the FortiVoice unit security by configuring intrusion detection, password policies, user privileges, and
extension blocking.
l Configuring intrusion detection on page 171
l Setting password policies on page 172
l Auditing the extension passwords on page 173
l Configuring user privileges on page 174
l Configuring account codes on page 174
l Blocking phone numbers on page 175
Configuring intrusion detection
Security > Intrusion Detection lets you manually add IP addresses to be exempted from being blocked and configure
intrusion detection settings.
The manually added IP addresses are usually from the sources that you trust. For example, IP addresses from external
customer devices can be added.
IP addresses of the devices that are registered to the FortiVoice unit are automatically added to the exempt list.
For information on viewing system added exempt IPs, see Blocking SIP device IP addresses on page 42.
To add an exempt IP
1. Go to Security > Intrusion Detection > Exempt IP.
2. Click New.
3. Enter the IP address or netmask of the network interface that you want to add to the exempt list.
4. Click Create.
To configure intrusion detection settings
1. Go to Security > Intrusion Detection > Setting.

Status l Disable: Select to stop the intrusion detection activities.
l Monitor Only: Select to only track the intrusion detection activities.
l Enable: Select to activate the intrusion detection activities.
Access tracking Select the method to track the traffic access (and IP addresses) to the FortiVoice unit.
Initial block period Enter the time in minutes to initially block every new device/IP address trying to access the
FortiVoice unit. This is to screen out spammers or attackers because they normally will not
try again after being blocked initially.

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3. Click Apply.
Setting password policies
Security > Password Policy lets you set the SIP password and user PIN policy for administrators and extension users.
For information on setting SIP password and user PIN, see Configuring IP extensions on page 176.
You can also edit extension user passwords.
To set password policies
1. Go to Security > Password Policy > Password/PIN Policy.

Password / PIN Policy Select to enable or disable the SIP password and user PIN policy for
administrators and extension users.
Password Policy l Minimum password length: Set the minimum acceptable length (8) for
passwords.
l Password must contain: Select any of the following special character
types to require in a password. Each selected type must occur at least
once in the password.
l Upper-case-letter — A, B, C, ... Z
l Lower-case-letter — a, b, c, ... z
l Number — 0 ... 9
l Non-alphanumeric — punctuation marks, @,#, ... %
l Apply password policy to: Select where to apply the password policy:
l Admin user — Apply to administrator web GUI passwords. If any
password does not conform to the policy, require that administrator to
change the password at the next login.
l SIP users — Apply to FortiVoice SIP phone users’ passwords. If any
password does not conform to the policy, require that user to change
the password at the next login.
l User passwords: Apply to user portal access passwords. If any
password does not conform to the policy, require that user to change
the password at the next login.
PIN policy l Minimum PIN length: Set the minimum acceptable length (6) for the user
PIN.
l PIN must contain:
l Number: to include a number (0-9) in the PIN.
l PIN special: Select to include special characters in the PIN.
l Apply PIN policy to: Select Voicemail users to apply the policy to
FortiVoice phone users’ user PIN. If any PIN does not conform to the
policy, require that user to change the PIN at the next login.
l PIN expiration: Select the voicemail PIN expiration options.

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l Never: Users set their voicemail PIN and the PIN never expires.
l Default Only: Extension users using the default voicemail PIN is
prompted to change the PIN when accessing their voicemail for the
first time. For information on voicemail PIN, see Configuring IP
l All: Extension users are prompted to change the voicemail PIN when
accessing their voicemail for the first time and regularly according to
the PIN expiration time.
l PIN expiration time: If you selected All for PIN expiration, select the PIN
expiry time in days.
Allow empty admin password Select to allow leaving the admin password field empty when logging in to the
system.
This option only appears when you disable Password / PIN Policy.
3. Click Apply.
To edit extension user passwords
1. Go to Security > Password Policy > Password Auditor.
2. Double-click an extension of which you want to edit the user passwords.
3. Under User Setting, change the passwords as required. For more information, see Configuring IP extensions on
page 176.
4. Click OK.
Auditing the extension passwords
You can verify the strength of IP and fax extension passwords. For information on setting IP extension and fax extension
passwords, user passwords, and voicemail PINs, see Configuring IP extensions on page 176 and Configuring fax
To audit a SIP extension password
1. Go to Security > Password Policy > Password Auditor.
Edit Select an extension and click Edit to modify the extension configuration. See
Configuring IP extensions on page 176.
Audit Now Click to check the strength of the extension passwords. The time is displayed
when last audit was done.
If a password warning (red check mark) appears, double-click the extension to
view and modify the password based on the policy. See Configuring IP

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If the password strength of an extension shows the Weak (black check mark)
icon, double-click the extension to view and modify the password based on the
policy until the password strength shows the Strong (green check mark) icon.
See Configuring IP extensions on page 176.
Download Click to save a copy of the password audit result.
Configuring user privileges
A user privilege includes a collection of phone services and restrictions that can be applied to each extension user.
The following menus include the same user privilege information:
l Security > User Privilege
l Phone System > Profile > User Privilege
For detailed information, see Configuring user privileges on page 148 in the Phone System > Profile > User Privilege
section.
Configuring account codes
You can set account codes to restrict long-distance and international calls, for instance. Users must dial these codes first
before making long-distance or international calls.
You apply the account codes in user privileges. For details, see Configuring user privileges on page 148.
To set an account code
1. Go to Security > User Privilege > Account Code.

Name Enter an account code name.
Description Enter any notes you may have for the account code.
Shared Select to use this code on any extension.
Represented in CDR Select to display the account code by code or name in CDR. For information
about CDR, see Viewing call detail records on page 38.
Access Code Set 1. Click New.
2. Enter the account code with a minimum of 3 digits and a maximum of 10
digits.
3. Enter a display name for the code such as Finance.
4. Add any notes for the code.
5. Click Create.

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3. Click Create.
Blocking phone numbers
For security reasons, you can block an inbound call by entering its number. This will block future calls from this number.
To block a number
2. Click New.
3. Enter the number you want to block.
4. Click Create.
5. Click Setting.
6. In PBX Setting, enable System block list.
7. Click Apply.
Future calls from the number will be blocked. For more information, see Configuring phone system settings on page
111.
To unblock a number
2. Select a blocked number in the list.
3. Click Delete.

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Configuring extensions
The Extension menu lets you configure local and remote extensions, extension groups, general voicemail, and virtual
numbers.
l Setting up local extensions on page 176
l Creating extension groups on page 205
l Setting up a general voicemail on page 213
l Working with virtual numbers on page 215
Setting up local extensions
You can configure IP phone extensions, edit analog extension, and choose extension preferences.
l Configuring IP extensions on page 176
l Batch editing extensions on page 184
l Auditing SIP extension password on page 187
l Auditing extension numbers and MAC addresses on page 188
l Importing a list of extensions on page 188
l Configuring SIP forking on page 189
l Modifying managed extensions on page 190

l Modifying analog extensions (FVE-20E2 and FVE-50E6 models only) on page 192
l Configuring remote extensions on page 194
l Configuring fax extensions on page 197
l Setting extension user preferences on page 199
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 local IP extensions, go to Extension > Extension > IP Extension.

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
Actions l Batch Edit: Select to modify a group of extensions all at the same time. For more
information, see Batch editing extensions on page 184.

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l Export: Select to save a copy of the extension list or download as a sample list with or
without user ID in CSV format.
l Import: Select to upload a copy of the extension list in CSV format. For details, see
Importing a list of extensions on page 188.
l View Phone Configuration: Select a FortiFone extension and click this option to view the
configuration file of the phone, desktop app, or mobile.
l 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 on page 178.
l 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
on page 178.
l 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:
l Phones supported by and registered to the FortiVoice unit. For the list of supported
phones and auto provisioning prerequisites, see Configuring SIP phone auto-
provisioning on page 97.
l Phone type and MAC address are correctly configured. See To create or edit an IP
extension on page 178.
l Auto-provisioning is enabled for the extension associated with the phone through
the user privilege applied to it. See Configuring user privileges on page 148.
l Password Auditor: See Auditing SIP extension password on page 187.
l Number Auditor: See Auditing extension numbers and MAC addresses on page 188
l 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 on page 181 and Notification Options on page 201.
l 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 caller ID for internal calls. This is usually the name of the extension user.
Phone Model The brand and model of the phone.

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Emergency Zone The emergency zone profile for this extension. For more information, see Configuring
emergency zone profiles on page 153.
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 on page 168.
Department If the extension belongs to an extension department, the department information is listed. For
information on departments, see Creating extension departments on page 206.
Business Group If the extension belongs to a business group, the group information is listed. For information
on business groups, see Creating business groups on page 213.
Status The extension statuses, including:
l Idle: The extension is not in use.
l In Use: The extension is in use.
l Busy: The extension is busy.
l Ringing: The extension is ringing.
l On Hold: The extension has an on-hold call.
l Admin down: The trunk of the extension is disabled.
Under this status, the extension remains registered with the FortiVoice unit.
l Not registered: The extension is not registered with the FortiVoice unit and is not in
service.
l Unavailable: The extension is not reachable.
l Alarm detected: There is a problem with the phone line.
l 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 on page 141.
To create or edit an IP extension

1. Go to Extension > Extension > IP Extension.
2. Click New or double-click an existing extension.
Number Enter the extension number following the extension number pattern. See
Configuring PBX options on page 113.
If you are editing the extension, you can click Edit Preference to configure the
extension user preferences. See Setting extension user preferences on page 199.
User ID This option is view only and appears when you edit an extension.
This is the system-generated ID based on the user ID prefix you set (see User ID
prefix on page 115) and the extension number.

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Display name
Do not include quotation marks in an extension display names.
The recommended character length is 20 characters or less. If
you enter more than 20 characters, the name may not show
properly on some phone models.
The caller ID used for internal calls.

Enter the name that the phone can display when it receives a call from this
extension. This is usually the name of the extension user.
Click +:
l 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>.
l 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>.
l 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 on page 240.
l 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 on page 240.
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 on page 199.
Device Setting Extension SIP devices include desk phones, softclients, and auxiliary devices.
Phone
Type Select the desk phone type.
Device This option is only available if you select FortiFone as Type.

Select the specific phone model.
To add a new device, click the New icon. See Configuring desk phones on page
155.
To modify a selected device, click the Edit icon.
To choose an existing device, click the Select icon.
To unassign a device:
1. Click the Select icon.
2. Click the device that you want to unassign.
3. Near the bottom right, click Select None.

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Phone model This option is only available if you select FortiFone as Type.
The FortiFone model.
SIP settings Select the SIP profile for the phone.

Click the New icon to add a new profile. See Configuring SIP profiles on page 137.
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
on page 153.
Programmable This option is only available if you select the FortiFone as Type and is not available
keys for all models.
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 on page 144.
Advanced Configure the following and click OK when you finish.

l SIP password: FortiVoice uses this password to register 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 Auditing the extension passwords
on page 173.
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 on page 115), the password appears here. However, you can
change it.
l 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.
l 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.
l MWI (Message Waiting Indication): Enable or disable MWI on the phone.
l Auto answer: Enable or disable automatic answering on the phone.
l 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.
l Secondary accounts: If you enabled the option to add a secondary account for
desktop FortiFone phones under System > Advanced > Auto Provisioning, do

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it here by selecting the FortiFone extension. For more information, see

Secondary account (Enable secondary account for Desktop FortiFone) on
page 99.
Soft FortiFone
License Select the number of FortiFone softclient licenses for use on this extension.
allocation
View Mobile Click View Mobile Login Information to view the login information of the mobile
Login Information 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 Click View Desktop Login Information to view the login information file of the
Login Information desktop softclient. To log in to the desktop softclient, use the user name and
password.
Send Softclient Prior to sending the QR code, make sure that the email address of the extension
QR code by user is in the Notification Options on page 201. The extension owner can use the
Email QR code to register the mobile softclient.
SIP Setting l 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 on page 137.
l 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 on page 137.
Revoking a When licenses are allocated to an extension and the devices associated with the
license 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 on page 189.

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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:
l Devices supported by and registered to the FortiVoice unit. For the list of
supported phones and auto provisioning prerequisites, see Configuring SIP

phone auto-provisioning on page 97.
l Device type and MAC address is correctly configured. See To create or edit
an IP extension on page 178.

l Auto-provisioning is enabled for the extension associated with the device
through the user privilege applied to it. See Configuring user privileges on
page 148.
SLA This tab is visible when the extension is part of a shared line appearance (SLA)
group.
For more details about the SLA function, see Appendix A: Shared line appearance
on page 383.
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 on page 148.
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 Creating extension departments on page 206.
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 on page 168.
Voicemail Configure the extension’s voicemail.

In some cases, you may want other users or groups to share this voicemail. For
example, a supervisor wants his/her co-workers to access his/her voicemail while
he/she is away.
Main Voicemail: Select the extension’s own voicemail (Default) or that of another
extension as the voicemail of this extension. Typically, you use the default
voicemail. If you select the voicemail of another extension, you can click Edit to
modify that extension.
Send voicemail notification to - User(s) and Group(s): You can select user(s) and
group(s) that will receive a notification when this extension receives a voicemail
and have access to the voicemails by using the FortiVoice user portal, FortiFone
phone or softclient.

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User(s) and Group(s): To select users or groups, click + in the field and select the
users/groups. Click Close.
View Monitored Voicemails: This option is only available when you edit an
extension. Click to view the list of voicemails that this extension is monitoring, if
applicable. If you selected another extension than the default in Main Voicemail,
then you can filter the list.
To listen to the message after being notified, the user can dial *97 or the code you
set (see Modifying feature access codes on page 308) and enter the user’s own
user PIN.
For information on creating user groups, see Creating extension groups on page
205.
Web Access Configure user portal and softclient access from mobile or desktop devices.
If Password policy is disabled appears, see Setting password policies on page
172.
Authentication Select the extension’s authentication type: Local or LDAP.

type
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 on page 116.
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 on
page 129.
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

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You can check the PIN strength. See Auditing the extension passwords on page
173.
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 on page
115), 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:
l 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 on page 268.
l Managed departments: An agent manager may need to monitor call queues in
certain departments. For information on setting up departments, see Creating

extension departments on page 206.
Click in the field and select the departments to be monitored and then click
Close.
l Member of Queues: Click to select the call queues to join.
l Queues: Click in the field and select the queues of which you want the
extension/agent to be a member. Click Close.
lMain/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 on page 269. 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.
l 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 on page 267 and Creating agent skill levels on page
267.
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

Fortinet Inc.

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:

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
on page 137
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 on page 137
Agent profile Enable or disable the agent profile. For more information about agent profiles,
see Configuring agent profiles on page 268.
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 on page
268.
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 on page
148.
current department or click New to configure a new one.
For more information on extension department, see Configuring agents on page
257.
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 on page 168.
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

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Authentication type Select the extension’s authentication type: Local or LDAP.
extension. For information on LDAP profile, see Configuring LDAP settings on
page 129.
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.
configuring phone system capacity. For more information, see Configuring
Personal code Enter the extension specific account code that can be used to restrict calls. This
code is needed to make some restricted 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 on page 116.
You can check the PIN strength. See Auditing the extension passwords on page
173.
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 on page 137
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 on page 153.
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 Auditing the extension passwords on
page 173.

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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 on page 115). 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.
Type Select the phone type: FortiFone or Generic.
Preference
Phone language Select the prompt language for the extension. The default is English.
Web language Select the language for the FortiVoice user portal.
Time zone Select the time zone 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:
l None: Do not send any notification.
l Simple: Send an email notification.
l With attachment: Send an email notification with the voicemail attached.
Fax Select the type of email notification when this extension has a fax:
l With attachment: Send an email notification with the fax attached.
6. 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 on page 176.
To audit a SIP extension password
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 on page 172.
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.

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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
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 on page 176.
To audit extension MAC addresses
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.
To import a list of extensions
Your CSV file must have a header row containing the following column names. Otherwise, the
import will fail.
l User ID
l Extension
l Phone type
l Mac address
l Phone profile
l Handset ID is required for FON-D71, FON-D72, FON-870, and Yealink W60B phone
models.
The CSV file can contain an Email column with three email addresses or less. To separate the
email addresses, use a space.

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The CSV file can contain an Authentication Type column. For local, enter 1. For LDAP, enter 5.

2. Click Actions > Import.
3. Locate and select the CSV file.
4. Click Open.
The file imports.
5. Review the list of extensions to import.
6. Verify the mapping and make changes, if required.
7. You have a few options:
Button or option Description
Delete To remove extensions from the list, select one or more extensions and click
Delete. To confirm the deletion, click Delete.
Update existing extensions If the FortiVoice system and CSV file include the same extension number, then
the information in the CSV file replaces the information on the FortiVoice
system for that extension.
Skip CSV first line The FortiVoice system ignores the first line of the CSV file. For example,
FortiVoice can ignore a header row.
8. Click Apply Mapping.

9. Click Import.
FortiVoice displays the results of the import.
10. Click Close.
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
2. Double-click an extension and go to Device Setting > Auxiliary Phone.

Type If your device is a FortiFone, configure the following:
l Device: Click the Select icon to choose a FortiFone and click OK. The phones
are configured for SIP inventory. SeeConfiguring desk phones on page 155.
You may also add a new phone or edit an existing one.
l Phone model: This option appears after you select a device.

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l 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 on page 141.
l Setting: If you select Custom, configure the following:
l 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 on page 137.
l 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 on page 153.
Address Translation (NAT) to connect to the FortiVoice unit, and External if
the phone does. These are system defined locations.
l Handset ID: If the device is a FortiFone-870i that supports multiple
handsets, enter or click Generate to identify the handset.
l MWI (Message Waiting Indication): Enable or disable MWI on the phone.
l Auto answer: Enable or disable automatic answering on the phone.
l Direct call: Enable or disable direct calling on the phone.
If your device is a Generic phone, configure the following:
l 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 on page 137.
l 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 on page 153.
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 details about adding the gateway, see the FortiVoice FXS Gateway Deployment Guide.
For details about configuring local survivability branches, see FortiVoice Local Survivable Gateway Deployment Guide.
To edit a GS16 or local survivability branch extension
1. Go to Extension > Extension > Managed Extension.
2. In Gateway device, select:
l the GS16 gateway of which you want to modify the extension, or
l 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:

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Edit Preference See Setting extension user preferences on page 199.
User ID This is the system-generated ID based on the gateway and port. This option is
view only and only appears when you edit an extension.
Display name The caller ID for internal calls.

Enter the name that the phone can display when it receives a call from this
extension.
To access and modify the External caller ID and Emergency caller ID, click the
plus sign.
Description Enter any comments for the extension.
Device Setting
Gateway device This is the system-generated name of the gateway device. It is read only and
only appears when you edit an extension.
Gateway fxs port This is the gateway FXS port assigned to the extension. This is read only.
Direct call If you want the phone to perform a direct call to a specified number after you
pick up the phone, enable this option.
Number: Enter the phone number for the direct call.
Emergency zone Select the emergency zone profile for the extension. For more information, see
Configuring emergency zone profiles on page 153.
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 on page 137.
User Setting
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 on page 148.
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 Creating extension departments on
page 206.
Web Access Configure user portal and soft client access from mobile or desktop devices.
Authentication type: Select the extension’s authentication type: Local or LDAP.

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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.
Control of using user password or voicemail PIN to access user portal is set
when configuring phone system capacity. For more information, see
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
on page 129.
Authentication ID If you select Try common name with base DN as bind DN as the user
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.
Voicemail PIN: Enter the password for the extension user to access voicemail
and the user portal.
Click Generate to generate a strong password automatically. Select the eye
Personal code: Enter the extension specific account code that can be used to
restrict calls. This code is needed to make some restricted calls.
5. Click OK.
Modifying analog extensions (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.
To view the default analog extension, go to Extension > Extension > Analog Extension.

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GUI Description
Actions
PSTN Setting For details, see To edit PSTN settings for an analog extension on page 193.
Maintenance Select an extension and click Actions > Maintenance 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 Extension tab.
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.

If required, click Edit Preference to modify the user preferences. See Setting
extension user preferences on page 199
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.
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:
l 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>.
l Emergency caller ID: Enter the emergency caller ID. Use the
name<phone_number> format, such as HR<222134>.

l For Voice DID Number and Fax DID Number details, see Configuring
direct inward dialing on page 240.

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 on page 182.
4. Click OK.
To edit PSTN settings for an analog extension

Fortinet Inc.
1. Go to Extension > Extension > Analog Extension.

2. Select an extension.
3. Click Actions > PSTN Setting.
Name The name of this configuration. This field is view-only.
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 Enter the timeout in milliseconds. The following example explains both timeout
Match digit 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.
5. Click OK.
Configuring 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 create or edit a remote extension
1. Go to Extension > Extension > Remote Extension.

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Enabled Select to activate the remote extension.
Edit Preference This option is only available when you edit an extension.
Click to configure the extension user preferences. For details, see Setting
extension user preferences on page 199.
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 on page 139.
Click the + sign if you want to add caller IDs:
l 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
l Emergency caller ID: Enter the emergency caller ID. Use the

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
Management
privilege or click New to configure a new one. For more information on user
privilege, see Configuring user privileges on page 148.
current department or click New to configure a new one. For more information
on extension department, see Creating extension departments on page 206.
Voicemail Configure the extension’s voicemail.
In some cases, you may want other users or groups to share this voicemail.
For example, a supervisor wants his/her co-workers to access his/her
voicemail while he/she is away.

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Main Voicemail: Select the extension’s own voicemail (Default) or that of
another extension as the voicemail of this extension. Typically, you use the
default voicemail. If you select the voicemail of another extension, you can
click Edit to modify that extension.
Send voicemail notification to - User(s) and Group(s): You can select user(s)
and group(s) that will receive a notification when this extension receives a
voicemail and have access to the voicemails by using the FortiVoice user
portal, FortiFone phone or softclient.
User(s) and Group(s): To select users or groups, click + in the field and
select the users/groups. Click Close.
View Monitored Voicemails: This option is only available when you edit an
extension. Click to view the list of voicemails that this extension is monitoring, if
applicable. If you selected another extension than the default in Main
Voicemail, then you can filter the list.
Web Access Configure the access to the user portal and softclient (mobile and desktop)
devices.
If Password policy is disabled appears, see Setting password policies on page
172.
User password If you selected Local as the Authentication type, enter a password. 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.
When you configure the phone system capacity, you get to control the access
to the user portal by using:
l user password only
l user password or voicemail PIN

For more information, see Configuring system capacity on page 116.
this extension. For information about LDAP profiles, see Configuring LDAP
Authentication ID This option is only available if you select LDAP for Authentication type.
During the configuration of the LDAP profile, you have two options for the user
authentication:
l If you select Try Common Name with Base DN as Bind DN, update the
Authentication ID field to match the common name attribute (example,

uid) that you entered in the Common name ID field of the LDAP profile.
Example: jdoe.
l If you select Search User and Try Bind DN, leave the Authentication ID
field blank.

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Phone Access
Voicemail PIN Enter the password for the extension user to access voicemail.
You can check the PIN strength. See Auditing the extension passwords on
page 173.
If you have configured the default voicemail PIN (see Default Voicemail PIN on
page 115), the password appears here. However, you can change it.
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 on page 299.
To create or edit a fax extension
1. Go to Extension > Extension > Fax Extension.

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 on page 299.
User ID This is the system-generated ID based on the user ID prefix you set (see User
ID prefix on page 115) 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 l SIP settings: Select the SIP profile for the phone.
Click the New icon to add a new profile. See Configuring SIP profiles on
page 137.

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l Emergency zone: Select the emergency zone profile for the phone.
Click the New icon to add a new profile. See Configuring emergency zone
l Advanced: Double-click to open the configuration page and click OK after
completing the task.
l 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 on page 115), the password appears here.
However, you can change it.
Address Translation (NAT) to connect to the FortiVoice unit, and External
if the phone does. These are system defined locations.
User Setting
privilege or click New to configure a new one. For more information on user
privilege, see Configuring user privileges on page 148.
current department or click New to configure a new one. For more information
on extension department, see Configuring agents on page 257.
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.
Control of using user password or voicemail PIN to access user portal is set
when configuring phone system capacity. For more information, see
this extension. For information on LDAP profile, see Configuring LDAP settings
on page 129.

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Authentication ID If you select Try common name with base DN as bind DN as the user
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.
Voicemail PIN If you have configured the default user PIN (see Default Voicemail PIN on page
Enter the password for the extension user to access voicemail and the user
portal.
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.
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.

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

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1. Go to Extension > Extension > Preference.

2. Select an extension and click Edit.

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.
External caller ID The caller ID you want to display on a called phone instead of the FortiVoice
main number (see Main number on page 112) or the trunk phone number (see
Phone Number on page 222). This ID is set when you configure the extension.
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.
Setting
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 This option is available when an extension is associated with a phone that
supports programmable keys.
Select the keypad profile for the phone.
Click the Edit icon to modify a selected profile. See Configuring programmable
keys profiles on page 144.
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 on page 148.
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 on page 148.
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 on page 148.
Voicemail handling (Caller Select to enable reaching the operator by pressing 0 when you hear the
presses 0 during announcement of a callee’s voicemail.
announcement)
Include caller ID number Select to announce caller’s ID when playing the voicemail.
when playing voicemail
message

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Include date and time Select to announce date and time when playing the voicemail.
when playing voicemail
message
Notification Options
Voicemail Select the type of email notification when this extension has a voicemail:
l With attachment: Send an email notification with the voicemail attached.
Fax Select the type of email notification when this extension has a fax:
l 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.
Click + to add more email addresses.
Voicemail Options Configure greeting, unavailable, and busy messages.
Name: Your name of the voicemail. For example, John Doe.
l Standard: Use the system default name for the voicemail. This will be the
extension number.
l Personal: Use your own name for the voicemail.
l Click Call me to ring your extension and record a name using the
phone, such as your name or extension number.
l 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 10 MB.
l Click Play to listen to a recorded name.
l Click Erase to delete a recorded name.
l Click Download to save a recorded name.
Greeting: Select the voicemail greeting mode and greeting content.

l Standard: The system defined greeting.
l Simple: The customer-recorded greeting that applies to any time except
when the line is busy and extension is unavailable.

l Scheduled: The customer-recorded greeting that comes with a schedule.
l Conditional: The customer-recorded greeting that only applies to
occasions when the line is busy or extension is unavailable.

l Audio file: Click to configure the greeting. This option is only available
when you select Simple, Scheduled or Conditional.

l 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.
l 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

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PCM format and with a maximum size of 10 MB.
l Click Play to listen to a message such as a greeting, unavailable, or
busy message.
l Click Erase to delete a message such as a greeting, unavailable, or
busy message.
l 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 Simple for Greeting.
For information on greeting files, see Managing phone audio settings on page
125
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.
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 Select to enable an agent to log into/log out of a queue from the extension
from phone using the user PIN.
For information on feature access codes, see Configuring account codes on
page 174.
PIN required to pause/unpause Select to enable an agent to pause/unpause a queue from the extension using
from phone the user PIN. To pause means the agent is not answering calls.
page 174.
Auto-Pause after agent Select to automatically put the agent in pause (not ready) status after the agent
login queue logs into a queue. The agent can unpause a queue to answer calls.
page 174.

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Follow Me See Configuring follow me settings on page 203.
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 on
page 204.
Twinning Setting This option is only available if Twinning is selected in the user privileges of the
extension. For more information, see Twinning on page 149.
l Setting: Select the twinning method.
l Disabled: Select to disable twinning.
l Simple: Select to configure a basic twinning by adding a phone number.
l 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 on page 204.
To configure follow me settings
1.Go to Extension > Extension > Preference.
2.Double-click a number 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 8 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.
11. Click OK.

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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
2. Double-click a number 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.
The System default action (action shows in brackets) changes depending on the status selection.
6. If you select User defined, click New to define a call process according to a schedule.
l 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 on page 154.
l For Call from, select the call type on which you want to take an action.
l 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
l
on page 203.
This option is available only if call forwarding is enabled in the extension’s user privilege. See Configuring
user privileges on page 148.
l If you select Play announcement, select a sound file. For information on configuring sound files, see
Managing phone audio settings on page 125

l If you select Auto attendant, select an auto attendant profile. For information on configuring auto
attendant, see Configuring auto attendants on page 282.

l If you select Forward, enter the number to which you want to forward the call.
l Click Create.
7. Click OK.
To handle a quick call
2. Double-click a number.
3. Go to Call Handling .

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Effective mode Shows the mode that is active.
For example: Effective mode: Away: (expiring at 2022-12-14 01:00:00)
If Effective mode is blank, then none of the quick modes are enabled.
*720 To cancel the quick mode and revert the system to its regular schedule, users
dial *720 on their phone.
*721 When the code is undefined, you can click the Click to define link. By default
the mode is Out of office . You can set the option and time settings.
To enable the Out of office schedule, users dials *721 on their phone.
*722 When the code is undefined, you can click the Click to define link. By default,
the choice is the Away mode. You can set the option and time settings.
To enable the Away schedule, users dials *722 on their phone.
*723 When the code is undefined, you can click the Click to define link. By default,
the choice is the Othermode. You can set the option and time settings.
To enable the Other schedule, users dials *722 on their phone.
4. If you want to add a new quick call handling process, click Quick Call Handling.
5. Select a call status.
6. Click New to define a call process according to a schedule.
l 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.
l Default action is equal to the action when you select System default action under Call Process.
l If you select Follow me, select a follow me profile. For information on configuring follow me, see Follow Me
on page 203.


l 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 on page 148.
l Click Create.
7. Click OK.
Creating extension groups
Extension > Group lets you configure extension groups including user groups, extension departments, ring groups, page
groups, message groups, pickup groups, and business groups.

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l Creating user groups on page 206

l Creating extension departments on page 206
l Viewing members of extension departments on page 207
l Creating ring groups on page 207
l Creating paging groups on page 209
l Creating multicast paging groups on page 210
l Creating message groups on page 211
l Creating pickup groups on page 212
l Creating business groups on page 213
l Creating SLA groups on page 213
Creating user groups
You can create a user group and use it to simplify the configuration of an IP extension voice mailbox, a general voice
mailbox, a ring group, a page group, or a pickup group. For example, when creating a ring group, you can select the
name of a user group rather than entering each user name individually.
For information on creating IP extension voice mailboxes, see Configuring IP extensions on page 176.
For information on creating general voice mailboxes, see Setting up a general voicemail on page 213.
To create a user group
1. Go to Extension > Group > User Group.
2. Click New.
3. Enter a name for the group.
4. Optionally, select a department from which you want to configure a user group. For information on extension
department, see Creating extension departments on page 206.
5. For Members, click in the field and select the available users or user groups that you want to include in the group
and click Close.
6. Click Create.
Creating extension departments
You can create department profiles for applying to the extensions. For example, you can create a department profile
called HR and apply it to extension 1111 to indicate that this extension belongs to the HR department.
For information on applying department profiles, see Setting up local extensions on page 176.
To create an extension department
1. Go to Extension > Group > Department.
2. Click New.
3. In the Name field, enter the name of the department.
4. In the Comment field, enter any notes you have for this department.
5. If you have the call center license, the Call Center section appears. For information on call centers, see Setting up a
call center on page 249.
a. To set up a call center manager group, under Manager, click in the field and select the available users or user
groups that you want to include in the group. Click Close.

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b. To set up a call center member group, under Member, click in the field and select the available users or user
c. To set up a call center queue group, under Queue, click in the field and select the available users or user
6. Click Create.
Viewing members of extension departments
You can view which members (groups) are included in an extension department.
1. Go to Extension > Group > Department.
2. Double click a department.
3. Click View Members.
4. To get the latest information, click Run Audit.
Creating ring groups
A ring group is a group of local extensions and external numbers that can be called using one number. Local extensions
and auto attendants can dial a ring group.
A ring group can reach a group of extensions. For example, ring group 301 can ring the sales group at extensions 111,
112, 113, and 114. When a customer calls the sales group, the first available salesperson answers for the group.
To create a ring group
1. Go to Extension > Group > Ring Group.
2. Click New.

Name Enter the name for the ring group.
Number Enter the ring group number following the extension number pattern. See
Clicking in the field displays a list of crossed-out extensions. These numbers
are already used and cannot be used as ring group numbers.
The ring group number, once dialed, will ring all the extensions in the group.
Display Name Enter the name displaying on the extensions of the ring group, such as “HR”.
Enable Select to activate the ring group.

Ring mode Select how you want the ring group to be called.
l All: All extensions in the group will ring when the ring group number is
dialed.
l Sequential: Each extension in the group is called one at a time in the order
in which they have been added to the group. You can set a timeout period
for each ring.

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Department Select the department to which this group belongs.
Members Click in the field and select the available extensions or user groups that you
want to include in the ring group.
For information on creating extensions and user groups, see Setting up local
extensions on page 176 and Creating extension groups on page 205.
External numbers Click New to add an external phone number to the ring group. For example,
you can add the number of a remote employee to a ring group.
Normal Call Handling Use this option to configure the call handling for the ring group when you edit a
ring group. For more information, see Configuring ring group call handling on
page 208.
Advanced Setting l Ring Pattern: Select a ring pattern for the group.
l Ring duration: Set the amount of time in seconds allowing all extensions
or each one to ring before going to voicemail.
l Early media: Select the ring tone for the group. For creating new sound
files, see Managing phone audio settings on page 125.
l Caller ID option: Select how you want the caller ID to display.
l Retain original caller ID: Select to keep the original caller ID.
l Call waiting: Select to enable call waiting.
l Emergency call option: Select Display emergency caller ID to show the
emergency caller’s ID, or Disconnect ongoing call to stop a call that uses
the line for emergency call.
l Missed call notification: Select to send a notification email when a call is
missed. Enter the email address for the notification.
4. Click Create.
Configuring ring group call handling
Use the Normal Call Handling option to configure the call automation. For example, you can configure the process to
forward a call to another number on a specific schedule.
You can only configure ring group call handling when editing a ring group.
If the ring group with configured call handling action is part of another FortiVoice function that also has configured call
handling action (for example, a member of another ring group or the ring group extension is used for a virtual number),
then the call handling action of the other FortiVoice function overrides the ring group call handling action.
For information on the Normal Call Handling option, see Normal Call Handling on page 208.
To configure the call process
1. On the Ring Group page, click Normal Call Handling.
2. Select a call status.
For the Busy status, if you set the ring group’s ring mode to All, the FortiVoice unit will declare the ring group busy
only if all extensions in the group are busy; if you set the ring group’s ring mode to Sequential, the FortiVoice unit will

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declare the ring group busy only if the last extension in the group is busy after ringing the extensions sequentially
and each one is busy at the time of being rung.
The System default action changes depending on the status selection.
3. If you select User defined, click New to define a call process according to a schedule.
l Add an Action for the call process. You can add multiple actions to process a call in sequence. For example,
you can add Play announcement and then Auto attendant. In this case, an incoming call will be transferred to
the auto attendant after an announcement is played.
Default action is equal to the action when you select System default action under Call Process.
If you select Voicemail, enter the extension number of the voice mail.
l


l If you select Forward, enter the number to which you want to forward the call.
l Click Create.
4. Click OK.
Creating paging groups
A paging group is a group of extensions that can be paged using one number. Paging groups require telephones that
support group paging.
A paging group can reach a group of extensions. For example, paging group 301 can ring the sales group at extensions
111, 112, 113, and 114. When a call reaches 301, all extensions in the group can pick up and answer the call.
To create a paging group
1. Go to Extension > Group > Paging Group.
2. Click New.
4. Enter the paging group number following the extension number pattern. See Configuring PBX options on page 113.
This is the number that, once paged, will ring all the extensions in the group.
5. Enter the name displaying on the extensions of the group, such as “HR”.
6. Select Enable to activate this group.
7. For Caller ID option, select how you want to display the ID of a caller to the group.
l No change: the caller ID will display as is.
l Replace: the caller ID will be replaced by the Display name you set.
l Prefix: the caller ID will be prefixed with the Display name you set.
l Replace by Caller ID from IVR: the caller ID will be replaced by the IVR caller ID. For information on IVR, see
Configuring IVR on page 258.

l Prefix with Caller ID from IVR: the caller ID will be prefixed by the IVR caller ID. For information on IVR, see
Configuring IVR on page 258.

8. For Emergency call option, do the following:
l Select Display emergency caller ID to show the caller ID.

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lSelect Disconnect ongoing call to interrupt a page in progress when an emergency page comes in.
9. Select the department to which this group belongs.
10. For Members, click in the field and select the available extensions or extension groups that you want to include in
the paging group.
11. Click Create.
Creating multicast paging groups
When being applied in a message group configuration, multicast paging provides a more robust and efficient mechanism
to deliver audio and text messages to larger page groups.
For more information on message groups, see Creating message groups on page 211.
To create a multicast paging group
1. Go to Extension > Group > Multicast Paging Group.

Name Enter a unique name for the group.
Number Enter the multicast paging group number following the extension number
pattern. See Configuring PBX options on page 113.
This is the number that, once paged, will ring all the extensions in the group.
Display name Enter the name displaying on the extensions of the group, such as “HR”.
Status Select to activate this group.
Multicast IP Enter the multicast address to which the FortiVoice unit can send a single copy
of voice or text data, which is then distributed to an entire group of phones.
Multicast Port Enter the port number on the multicast server through which the FortiVoice unit
can send a single copy of voice or text data.
Alert tone Select to enable notification tone.
Members Click in the field and select the available extensions or extension groups that
you want to include in the multicast group.
Emergency call You can configure whether to interrupt a group member's ongoing call when an
emergency multicast page from this group comes in.
l Not an emergency page: Ongoing calls are not affected by a multicast
paging group call and operate according to the call handling actions you
set. See Configuring call routing on page 237.
l Disconnect ongoing call: Ongoing calls on FortiFone-x80 phones will be
disconnected and replaced with an incoming emergency multicast page.

l Hold ongoing call: Ongoing calls on FortiFone-x80 phones will be placed
on hold and replaced with an incoming emergency multicast page.

Exempt ongoing numbers This field is visible when you select either Disconnect ongoing call or Hold
ongoing call for Emergency call.

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Enter the extension numbers that you want to exclude from the emergency call
rules.
Ongoing calls from the group member FortiFone-x80 extensions to the
extensions you entered will not be interrupted when an emergency multicast
page from this group comes in, even when the Emergency call setting is
Disconnect ongoing call or Hold ongoing call.
You can exempt up to 10 extension numbers.
If you leave the field empty, this multicast paging group's extension number will
be exempted by default.
Description Select Edit to enter any notes you have for the group.
3. Click Create.
Creating message groups
Message group provides a mass notification service for delivering audio and/or text messages to FortiFone phones in
user groups or a multicast paging group. This solution supports standalone FortiVoice deployments and/or integration
with third-party Mass Notification Systems to provide emergency notification using FortiFone IP desk phones.
For more information about multicast paging group, see Creating multicast paging groups on page 210.
To create a message group
1. Go to Extension > Group > Message Group.

Enabled Select to activate this group.
Number Enter the message group number following the extension number pattern. See
This is the number that, once dialed, will send text or audio message to all the extensions
in the group.
Message type Select to send text or audio message.
If you select to send a text message, click Text and configure the following:
Title Enter the message title.
Message Use the variables to compose your message or enter your message directly.
Display time Enter the time period (in seconds) that you want the message to display on the extension
phones.
The range is from 0 to 86400.
If you want the message to display on the FortiFone phone screen permanently until the
user takes action, enter 0.

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Delay Enter the time period (in seconds) that you want to delay sending the text.
The range is from 0 to 120.
Alert tone Select to activate notification alert on the extensions.
User group Select the user groups for this message group.
To add a user group, click + and fill in the fields.
For information on user groups, see Creating user groups on page 206.
If you select to send an audio message, click Audio and configure the following:
Sound file Select an existing sound file or click New to create a new one for the audio message.
For information on sound files, see Managing phone audio settings on page 125
Multicast group Select the multicast paging group for this message group or click New to create a new one
for the audio message. You can also click Edit to modify the selected one.
For information on multicast groups, see Creating multicast paging groups on page 210.
Single number Enter the external phone number to which you want to send this message and click OK.
You can enter digits from 0 to 9.
Description Select Edit to enter any notes you have for the group.
3. Click Create.
Creating pickup groups
Some organizations cannot afford to miss phone calls on any extensions. Pickup groups allow some members in a group
to answer incoming calls that ring on other extensions while the users are away.
Pickup groups can press the feature codes to pick up incoming calls that ring on other extensions. For more information,
see Modifying feature access codes on page 308.
To create a pickup group
1. Go to Extension > Group > Pickup Group.
2. Click New.
4. Select Enable to activate this group.
5. Select the department to which this group belongs.
6. For Members, click in the field and select the extensions or user groups that you want to include in the pickup group.
7. Click Close.
For information on creating extensions and user groups, see Setting up local extensions on page 176 and Creating
extension groups on page 205.
8. For Pickup by members, click in the field and select the extensions or user groups that are allowed to answer
incoming calls that ring on other extensions.
9. Click Close.
10. Click Create.

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Creating business groups
Business groups introduce an abbreviated extension number dialing for phone users in the same logical group. As an
example, lets use a company where employees are located in three different offices (locations 1, 2, and 3). Each location
uses a different prefix code (11, 12, 13) but the same numbering pattern (XXX). Therefore, extensions in location 1 can
be 11801, 11802, 11803, and so on. Extensions in location 2 can be 12801, 12802, 12803 and so on. Extensions in
location 3 can be 13801, 13802, 13803, and so on.
When phone users in location 1 want to reach an extension in the same business group (location 1), they can dial the
abbreviated extension (such as XXX) instead of the full extension number (11XXX).
When phone users in location 1 want to reach an extension in another business group (such as location 2), they dial the
full extension number (such as 12XXX).
The business group option is available when you are using the following models and settings
only:
l FVE-500F and larger models only
l Under Phone System > Setting > Miscellaneous, go to Business Group and select
Automatic.
To create a business group

1. Go to Extension > Group > Business Group.
2. Click New.
3. Enter a Name for the group.
4. Enter the extension Abbreviated prefix code for the group. You can enter digits from 0 to 9. The allowed length is
from 2 to 8 digits.
5. For Abbreviated dialing pattern, enter the pattern by following the pattern-matching syntax. For example, XXXX
matches any four-digit number. For more details about the pattern-matching syntax, see Configuring PBX options
on page 113.
6. For Description, click Edit to enter any notes you have for the group.
7. Click Create.
Creating SLA groups
For details about shared line appearance (SLA) groups, see Appendix A: Shared line appearance on page 383.
Setting up a general voicemail
Some organizations, such as the sales team of a company, may have the need to share voice mails within multiple users
or a user group for better service and efficiency. With a general voicemail, when there is a new voice mail, the entire
group is copied or notified. Any member of the group can access the voice mail and once this is done, the notification is
gone and others know that the voice mail has been taken care of.
To set up a general voicemail
1. Go to Extension > General Voicemail > General Voicemail.
2. Click New.

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Enabled Select to activate the voicemail extension.
Number Enter the voicemail extension number following the extension number pattern. See
User ID This is the system-generated ID based on the voicemail extension number.
This option is view only.
Display name Enter the name of the voicemail extension.

Description Enter any notes for the extension’s voicemail.
User Setting
Management Configure the voicemail 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 on page 148.
Voicemail Configure the users for sharing this extension’s voicemail.
Mode: Select the way to deliver the voicemail from this extension to the users
sharing this voicemail.
l Centralized: Select to copy or notify the entire group when a new voicemail
comes in. Any member of the group can access the voicemail and once this is
done, the notification is gone and others know that the voicemail has been
taken care of.
l Notify message waiting light: If you select this option, the FortiVoice unit
turns on the message waiting light on a user’s phone when a new voice
message is left on this voicemail.
l List as mailbox: Users can listen to a centralized voicemail by dialing *97 or
the customized code (see Modifying feature access codes on page 308)
from their own extensions and enter the personal voicemail PIN for this
general voicemail.
l Broadcast: If you select this option, the voicemail is sent to the voicemail of the
users. Users can access the voicemail by dialing *98 or the customized code
(see Modifying feature access codes on page 308) from any extensions and
enter the personal voicemail PIN.
l User(s)/Group(s): Select the users or groups to notify when a voicemail is left in
this voicemail extension. To select the users or groups to share this voicemail,
click the + sign in the field and choose the users or groups. Click OK.
For information on creating user groups, see Creating extension groups on
page 205.
If Password policy is disabled appears, see Setting password policies on page 172.
Authentication Select the extension’s authentication type: Local or LDAP.
type

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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.
configuring phone system capacity. For more information, see Configuring system
capacity on page 116.
extension. For information on LDAP profile, see Configuring LDAP settings on page
129.
Authentication If you select Try common name with base DN as bind DN as the user authentication
ID 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.
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
You can check the PIN strength. See Reviewing system configuration on page 164.
4. Click Create.
Working with virtual numbers
A virtual number is an extension that is not assigned to a phone. Unlike auto attendants, when a call goes to a virtual
number, the caller does not need to manually select any options by pressing the phone keys. The call process is
automated based on time schedules. For example, for after business hour phone calls, you can configure a virtual
number to play an announcement, then transfer the call to the voice mailbox. You can also transfer the calls to the auto
attendant where the callers can manually select the options based on the auto attendant configuration.
If the virtual number 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), then the call handling action of the other FortiVoice function
overrides the virtual number call handling action.

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To configure a virtual number

1. Go to Extension > Virtual Number > Virtual Number and click New.

Enabled Select to activate this virtual number.
Name Enter a name for the virtual number.
Number Enter the virtual number which is not assigned to any phone.
The virtual number must be between 0 and 9.
user.
Bypass sub call Select if you want to bypass the call handling configuration embedded in the call handling
handling of this virtual number.
Comment Enter any notes you have for the virtual number.
Call Handling Use this option to configure the call handling for the virtual number. For more information,
see Configuring virtual number call handling on page 216.
3. Click Create.
Configuring virtual number call handling
Use the Call Handling option to configure the call automation. For example, you can configure the process to forward a
call to another number on a specific schedule.
For information on the Call Handling option, see Call Handling on page 216.
To configure the call process
1. On the Virtual Number page, click New under Call Handling.
2. Select a pre-configured Schedule for the call action. You can also click New to create a schedule or Edit to modify
the selected one. For information on configuring schedules, see Scheduling the FortiVoice unit on page 154.
3. Select an Action for the call handling.
Some actions require that you enter further information to complete the call process, such as Dial extension and
General mailbox.
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 Set call queue priority action, you
can add another process with a Call queue action to complete the call handling. In this case, the call will be
processed again with new priority after it is transferred to the queue.
4. Click Create.

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Configuring trunks
Setting up trunks enables the FortiVoice unit to connect to the outside world. You can configure trunks that go to your
VoIP service provider for long-distance calls, trunks for your PSTN circuits, and trunks that connect your various offices
together.
Trunks are applied to user extensions and dial plans. For more information, see Configuring extensions on page 176 and
Configuring call routing on page 237.
l Configuring VoIP trunks on page 217
l Configuring PSTN/PRI trunks on page 223
l Configuring analog voice trunks on page 228
l Configuring office peers on page 230
l Setting up routing rules for FXO and PRI gateways on page 236
Configuring VoIP trunks
You can add one or more VoIP service providers to the FortiVoice unit trunk configuration. The VoIP service providers
deliver your telephone services to customers equipped with SIP-based PBX (IP-PBX).
To view the list of VoIP service providers, go to Trunk > VoIP > SIP.

Test Select to test if the trunk is created successfully. The duration of the test call is limited to 60
seconds.
For more information, see Testing SIP trunks on page 222.
FortiCall Select to create a SIP trunk with Fortinet’s FortiCall service.
You can only create one trunk with FortiCall and use it free for 30 days or 300 minutes,
whichever comes first. Note that the trial account only allows outbound calling and no
international calling is available.
If you sign up for the service during a trial, the trial is closed and billing will start.
For more information, see Creating a SIP trunk with FortiCall service on page 223.
Enabled Select to activate this trunk.
Name The name of the VoIP service provider.
Server The VoIP provider’s domain name or IP address. For example, 172.20.120.11 or
voip.example.com.
Port The port for SIP sessions.
SIP Setting The SIP profile applied to this trunk.
Status The status of the SIP trunk.

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l Not registered: The trunk is not registered with the VoIP service provider and is not in
service.
l In service: The trunk is registered with the VoIP service provider and is in service.
l Unmonitored: The trunk is unknown.
To create a VoIP trunk

Create a VoIP trunk for inbound and outbound calls.
1. Go to Trunk > VoIP > SIP.
2. Click New.

Enabled Select to activate the SIP trunk.
Name Enter a name for this trunk such as the name of the VoIP service provider.
Display name Enter your caller ID that will appear on the called phone, such as Example Company.
For details about the caller ID hierarchy, see the Caller ID modification section in the
FortiVoice Cookbook.
Main number Enter the phone number provided by the VoIP service provider.
SIP Setting
SIP server Enter the VoIP provider’s IP address or domain name. For example,
172.20.120.11 or voip.example.com.
SIP port Most SIP configurations use TCP or UDP port 5060 for SIP sessions. If your VoIP
service provider uses a different port for SIP sessions, enter the port number.
If you select the Using SRV record option, this field is greyed out.
Using SRV record If you entered the VoIP provider’s domain name in the SIP server field, select this
option to translate the domain name and obtain the SIP port.
You can only select this option if your VoIP provider uses the same setting.
User name Enter the user name provided by the VoIP service provider for the FortiVoice unit to
register with the SIP server.
Password Enter the password provided by the VoIP service provider for the FortiVoice unit to
register with the SIP server.
Auth. user name Some VoIP providers may provide you with an authentication user name that is
different from your user name for the FortiVoice unit to register with the SIP server. If
that is the case, enter the authentication user name here.

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Realm/Domain Some VoIP service providers’ SIP servers authenticate the PBXes that register with
them by requesting the name of the host performing the authentication. If this is the
case with your VoIP service provider, enter the name of the host performing the
authentication provided by your VoIP service provider.
SIP settings Select the SIP profile to apply the supported phone features and codecs for the
trunk. To match the information of the VoIP service provider, you can edit the
existing profile or click + to add a new one. For more information, see Configuring
SIP profiles on page 137.
Max channel Each trunk contains multiple channels. The number of channels you can have in a
trunk is controlled by your VoIP service provider. This number displays under line
appearance option when you configure programmable phone keys for phone
profiles. See Configuring phone profiles on page 141.
Consult your VoIP service provider for the maximum of channels that you can set to
limit the number of concurrent calls. For example, if you want to allow six calls at a
time, enter 6.
The value range is from 1 to 450.
Overflow check If selected, the phone calls exceeding the Max channel limit will be handled
according to the call handling actions set in the dialplan applied to this trunk. For
information on dialplans, see Configuring call routing on page 237.
If unselected, the phone calls exceeding the Max channel limit will be disconnected.
Max outgoing With known max channels, if you need to reserve incoming channels, you may enter
channel the number of outgoing channels allowed and the remaining channels are for
incoming calls.
For example, if the max channel number is 10 and you want to reserve 4 channels
for incoming calls, then you can enter 6 for Max outgoing channel.
The value range is from 0 to 2000.
User=Phone in SIP Select if your service provider requires this option to make the FortiVoice unit to be
URI compatible with the VoIP service provider’s configurations.
Inband ringtone Select to enable the FortiVoice unit to send ring tone to the caller of an incoming call
(Early media) before the establishment of a call connection.
Caller ID Option Configure how to display your caller ID to meet the different requirements and
scenarios of the service providers. Caller ID information is contained in the From
header and P-Asserted-Identity header of SIP packets sent to the called phone's
PBX.
From header: The From header field indicates the identity of the initiator of the call
request from the point of view of the PBX server.
l SIP user name: Select if you want the user name provided by the VoIP service
provider for the FortiVoice unit to register with the SIP server to appear on the
called phone. See User name on page 218.
l Caller ID priority rule: Select if you want to configure your FortiVoice caller ID
according to the FortiVoice caller ID priority hierarchy:

l Emergency caller ID: See Setting extension user preferences in Setting up
local extensions on page 176.

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l External caller ID: See Setting extension user preferences on page 199.
l DID mapping caller number: See Configuring inbound dial plans on page
237.
l Trunk caller ID: See Main number on page 218.
l PBX caller ID (Main display name): See Configuring phone system settings
on page 111.
l Main number: Select if you want the trunk main number to appear on the called
phone. See Main number on page 218.

l Specified: Enter the ID you want to display on the called phone in the format of
display name <number>.

P-Asserted-Identity header: This header contains the caller ID information for the
call on the INVITE SIP packet.
l No PAI header: Select if you want to disable PAI header.
l Caller ID priority rule: Select if you want to configure your FortiVoice caller ID
according to the FortiVoice caller ID priority hierarchy:

l Emergency caller ID: See Setting extension user preferences in Setting up
l External caller ID: See Setting extension user preferences in Setting up
l DID mapping caller number: See Configuring inbound dial plans on page
237.
l Trunk caller ID: See Main number on page 218.
l PBX caller ID (Main display number): See Configuring phone system
l Main number: Select if you want the trunk main number to appear on the called
phone. See Main number on page 218.

l Specified: Enter the ID you want to display on the called phone in the format of
display name <number>.

Diversion Header Use: Allows you to set the use of the diversion header for call
twinning, call forwarding, or normal outbound calls.
l On Redirect: Use the diversion header during call twinning and call forwarding.
l No Diversion Header: Disable the use of the diversion header for all calls.
l Always: Allow the diversion header to be applied to all calls.
Diversion Header Source:
l DID Mapping: Use the mapped DID if available, then use the caller ID (CID) of
the main trunk.

l Trunk Caller ID: Use the caller ID of the main trunk.
Registration
Type Enter the SIP registration information from the VoIP service provider by selecting a
registration method in Type. You can receive calls after registering with the SIP
server of the VoIP service provider.
l Disable: Select to deactivate the registration with the VoIP service provider.
l Standard: Select to use the standard registration method which automatically
registers with the SIP server of the VoIP service provider. Enter the registration

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Configuring trunks

interval in minutes.
l Registration URI: Enter the registration string provided by the VoIP service
provider. The string in Registration URI has the following format:
<user>@<host><:port>
where <user> is the user name.
<host> is a hostname, domain name, FQDN, or IP address.
<:port> is the port number. If you omit to specify a port, the default port (5060)
is used.
Examples:
[email protected]
[email protected]:6000
[email protected]
l Registrar: Select to enter the registration information from the VoIP service
provider:
l Registrar host/IP: Enter the VoIP service provider’s SIP registration server
domain name or IP address. For example, 172.20.120.11 or
voip.example.com.
l Registrar port: Most SIP configurations use TCP or UDP port 5060 for SIP
sessions. If your VoIP service provider uses a different port for SIP
sessions, enter the port number.
l Transport protocol: Select the transport protocol used for the registration.
l Registration interval: Enter the registration interval with the SIP server in
minutes.
Outbound Proxy Some VoIP service providers use proxy servers to direct its traffic. If this is the case,
your registration request will go to the proxy server first before reaching the
registration server. Configure the following:
l Select to activate the proxy server setting.
l Proxy (Host/IP): Enter the proxy server’s domain name or IP address. For
example, 172.20.120.11 or voip.example.com.

l Proxy port: Enter the port number of the proxy server.
l Transport protocol: Select the transport protocol used for the registration.
Fax
Automatic fax
Selecting this option may cause the following behaviors:
detection
l Delay the call response time on this trunk by automatically
adding two ring tones to detect incoming fax signals.

l Affect toll charges on incoming lines.
Select for the FortiVoice unit to detect incoming fax signal on this trunk
automatically.
Forward to DID This option is available when you select Automatic fax detection.
mapping extension

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Configuring trunks

Select this option if a DID number is mapped directly to an extension to receive voice
and fax calls (see details in To map a personal fax DID number on page 242). Faxes
will be sent to the extension’s personal fax account, accessible through the User
Portal.
In Forward to eFax account (next field), select an eFax account (as configured in
Receiving faxes on page 299). Should a fax fail to be received by the DID mapping
extension, the FortiVoice will use this eFax account as a fallback.
Forward to eFax This option is available when you select Automatic fax detection.
account Select or edit an eFax account to receive faxes. To add a new eFax account, click +.
For details about the eFax account configuration, see Receiving faxes on page 299.
Phone Number Adding a phone number in this field is optional and for information purposes only.
The phone number supports digits from 0 to 9 and a maximum of 63 digits.
Click New to add a phone number provided by your VoIP service provider. Click
Create when done.
You can add multiple phone numbers.
4. Click Create.
Testing SIP trunks
After you create a SIP trunk, you can select the trunk and click Test to see if the trunk works.
For more information, see Test on page 217.
To test a SIP trunk
2. Select the trunk that you want to test and click Test.
3. Select Test Call-Dry Run if you want to run a system SIP trunk test without making a real phone call, or Test Call if
you want to test the SIP trunk by making a real phone call.
The System Configuration Test page appears.

Test Call - Dry Run Run a system SIP trunk test without making a real phone call.
Destination number Enter a destination number to call.
From number Enter the number from which you want to call the destination number. The FortiVoice
unit will connect this number with the destination number for the test.
Test Click to start the dry run test and check the Test result.
Reset Click to remove the test result in order to start a new test.
Test Call Test the SIP trunk by making a real phone call.
Destination number Enter a destination number to call.

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After call is Select the FortiVoice action once it calls the destination number:
established l Play welcome message: The FortiVoice unit will play a message to the destination
number.
l Connect test call to number: In the Number field, enter the number from which you
want to call the destination number. The FortiVoice unit will connect this number
with the destination number to test the trunk.
Test Click to start the test and check the Test result.
Creating a SIP trunk with FortiCall service
You can create one trunk with FortiCall and use it free for 30 days or 300 minutes, whichever comes first. Note that the
trial account only allows outbound calling and no international calling is available.
If you sign up for the service during a trial use, the trial is closed and billing will start.
To create a SIP trunk with FortiCall service
2. Click FortiCall.
The Create SIP Trunk dialog box displays.
3. Take note of the MAC Address and System ID for use if you decide to sign up for the service later.
4. Keep Create dialplans for this trunk selected unless you want to create the dialplans by yourself.
The auto-generated dialplans will replace the default inbound, outbound, and emergency call dialplans. You can
delete them if you do not choose to use the FortiCall service.
5. Click OK.
6. For Fax, see Fax on page 221.
7. For Register Trial Account, enter your name, email address, and reseller or partner code.
8. Click Create.
9. Click OK.
The FortiCall trunk is created. You will receive an email with sign up and login instructions.
Configuring PSTN/PRI trunks
This section applies to the FVE 300E-T model only.
PSTN (Public Switched Telephone Network)/PRI (Primary Rate Interface) trunks connect your PBX or VoIP network to
your PSTN service providers and through them to the outside world. These trunks can be analog or digital phone lines.
You can modify the default trunks or create new ones.
To view the PSTN trunks, go to Trunk > PRI > PRI.

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Configuring trunks

Enabled Select to activate the trunk.
Name The name of the trunk.
Status The trunk statuses, including:
l In service: The trunk is currently in use.
l Not activated: The trunk is not enabled.
l Idle: The trunk is not in use.
l Conflict: The trunk conflicts with another one.
l Alarm detected: There is a problem with the trunk.
Type The trunk type: digital or analog.
To add a T1/E1 voice circuit trunk

1. Go to Trunk > PRI > PRI.
2. Click New.

Trunk Setting
Name The name of this trunk.
Display name Enter your caller ID, such as Example Company.
Number Enter the phone number provided by the VoIP service provider.
Status Shows the status of the PRI trunk.
Hardware Property Use this option to configure the T1/E1 span.
Spans represent trunks (spans) of T1/E1 PSTN lines. The FortiVoice unit supports T1/E1
lines according to the installed voice card. You can add a span name using the CLI.
In Span, click in the field and select the span for the trunk from the popup window.
Edit span Click Edit ( ) after selecting a span to configure the settings of the T1/E1 span to match
the same settings of your PSTN service provider. Click OK after finishing the configuration.
For more information, see Configuring the T1/E1 span on page 225.
Span Click in the field and select the span for the trunk from the popup window.
Max channel Indicates the total number of B channels on all spans.
Max outgoing Enter the number of outgoing channels out of the maximum number of B channels.
channel
Fax Configure fax and phone signal automatic detection and fax handling.

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Configuring trunks

Automatic fax
detection
l Delay the call response time on this trunk by automatically adding
two ring tones to detect incoming fax signals.

Select for the FortiVoice unit to detect incoming fax signal on this trunk automatically.
Forward to DID This option is available when you select Automatic fax detection.
mapping Select this option if a DID number is mapped directly to an extension to receive voice and
extension fax calls (see details in To map a personal fax DID number on page 242). Faxes will be
sent to the extension’s personal fax account, accessible through the User Portal.
In Forward to eFax account (next field), select an eFax account (as configured in
Receiving faxes on page 299). Should a fax fail to be received by the DID mapping
extension, the FortiVoice will use this eFax account as a fallback.
Forward to This option is available when you select Automatic fax detection.
eFax account Select or edit an eFax account to receive faxes. To add a new eFax account, click +.
For details about the eFax account configuration, see Receiving faxes on page 299.
Phone Number Adding a phone number in this field is optional and for information purposes only.
Click New to add a phone number provided by your VoIP service provider. Click Create
when done.
4. Click OK.
Configuring the T1/E1 span
You can configure the setting of the T1/E1 span, including full or fractional PRI (T1/E1), to match the same setting of your
PSTN service provider.
To configure the T1/E1 span
1. On the Trunk > PRI > PRI page, select a PRI trunk and click Edit.
2. In Hardware Property, go to Edit span, select a span, and click Edit .

Standard Options
Name The name of this span. This is view-only.
Type Select the span type: PRI T1 or PRI E1.
A T1 span usually supports 23+1 channels, while an E1 span supports 30 channels in
CAS (Channel Associate Signaling) mode and 30 B channels and one D channel in ISDN
mode.

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Signaling Select the signaling type of the ISDN PRI:
l PRI signalling, CPE (Customer Premises Equipment) side
l PRI signalling, network side
l PRI R2 signalling
Advanced Options
Framing and Specify the type of framing and coding to provision the PRI with your PSTN service
coding options provider.
Clocking Select the FortiVoice unit’s clock synchronization:
options l Clock sourcing from PSTN network
l Internal clocking source
This option does not need to match that of your PSTN service provider.
Receive Select the level of receiver sensitivity which is the ability of the phone receiver to pick up
sensitivity the required level of phone signals to make it operate more effectively within its
application.
This option does not need to match that of your PSTN service provider.
D-channel Select a signalling method for the D channel which is a signalling channel and carries the
signalling information needed to connect or disconnect calls and to negotiate special calling
format parameters (for example, automatic number ID, call waiting, data protocol). The D channel
can also carry packet-switched data using the X.25 protocol.
If you choose Lucent 5ESS, the facility service for sending the display name is enabled
automatically.
Line build out Select the line build out (LBO).
LBO Setting are an inherent part of T1 and T3 network element transmission circuitry.
Since cable lengths between network elements and digital signal cross-connect (DSX)
vary in the central office, LBO Setting are used to adjust the output power of the
transmission signal to achieve equal level point (ELP) at the DSX.
D-channel By default, depending on your selection of Type on page 225, the typical channel numbers
are:
l Full T1: 24
l Full E1: 16
You can also set the channel numbers to others such as 1.

The Setting you configure must match the same Setting of your PSTN service provider.
B-channel By default, depending on your selection of Type on page 225, the typical channel Setting
are:
l Full T1: 1-23
l Full E1: 1-15, 17-31
You can also configure the fractional channel numbers. For example, for T1/E1, the
channels can be:
l 1-12
l 2, 3, 4, 9-15
l 2-4, 9-15
The Setting you configure must match the same Setting of your PSTN service provider.

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PRI dialplan This option is active only if you select PRI signalling, CPE side or PRI signalling, network
type side for Signaling on page 226.
Select a diaplan type.
PRI local This option is active only if you select PRI signalling, CPE side or PRI signalling, network
dialplan type side for Signaling on page 226.
Select a local dialplan type.
PRI connected This option is active only if you select PRI signalling, CPE side or PRI signalling, network
party side for Signaling on page 226.
notification Select a dialplan type for the connected party notification.
diaplan type
PRI indication This option is active only if you select PRI signalling, CPE side or PRI signalling, network
type side for Signaling on page 226.
Select an indication type.
PRI R2 Setting This option is active only if you select PRI R2 signalling for Signaling on page 226.
Since there is no single signaling standard for R2, the FortiVoice unit addresses this
challenge by supporting many localized implementations of R2 signaling.
Country Select the country for PRI R2 Setting.
Max ANI digits ANI (automatic number identification) is a system used by telephone companies to identify
the DN (directory number) of a calling subscriber. It allows subscribers to capture or
display caller’s telephone number.
Enter the number of digits of a caller‘s phone number to be captured.
The default is 20.
Max DNIS A dialed number identification service (DNIS) is a service provided by telephone
digits companies that lets the subscribers determine which telephone number was dialed by a
caller.
Enter the number of digits of a dialed call to be sent by the telephone company.
The default is 20.
Caller category Select the caller type.
Incoming digits Select the incoming digits mode by consulting your telephone company.
mode
DTMF option l DTMF dialing: Select to enable dual-tone multi-frequency signaling (DTMF) dialing.
l DTMF answering: Select to enable dual-tone multi-frequency signaling (DTMF)
answering.
Allow collect Select to allow collect calls.
calls
MF timeout To enable the multi-frequency (MF) timeout, enter a value in milliseconds.
The default is -1, which disables the setting.
Metering pulse To enable the metering pulse timeout, enter a value in milliseconds.
timeout The default is -1, which disables the setting.
4. Click OK.

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Configuring analog voice trunks
This section applies to the following models only:

l FVE-20E2
l FVE-50E6
To configure an analog voice trunk

1. Go to Trunk > Analog > Analog.
2. Click New.

Trunk Setting
Name Enter a name for this trunk.
Display name Enter your caller ID, such as Example Company.
Number Enter the phone number provided by the VoIP service provider.
Hardware Property
Port Click + and select the FXO ports you want for this trunk. Click Close.
Each FXO port provides an analog phone line for a FXO device, such as a
phone or fax.
Max channel Indicates the total number of channels on the trunk.
Max outgoing channel Enter the number of outgoing channels out of the maximum number of
channels on the trunk.
Fax
Automatic fax detection

l Delay the call response time on this trunk by
automatically adding two ring tones to detect incoming

fax signals.
Select for the FortiVoice unit to detect incoming fax signal on this trunk
automatically.
Forward to DID mapping This option is available when you select Automatic fax detection.
extension

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Configuring trunks

Select this option if a DID number is mapped directly to an extension to receive
voice and fax calls (see details in To map a personal fax DID number on page
242). Faxes will be sent to the extension’s personal fax account, accessible
through the User Portal.
In Forward to eFax account (next field), select an eFax account (as configured
in Receiving faxes on page 299). Should a fax fail to be received by the DID
mapping extension, the FortiVoice will use this eFax account as a fallback.
Forward to eFax account This option is available when you select Automatic fax detection.
Select or edit an eFax account to receive faxes. To add a new eFax account,
click +.
For details about the eFax account configuration, see Receiving faxes on page
299.
Phone Number Adding a phone number in this field is optional and for information purposes
only.
Click New to add a phone number provided by your VoIP service provider.
Click Create when done.
4. Click Create.
To configure the PSTN settings of an analog voice trunk
This section applies to the following models only:

l FVE-20E2
l FVE-50E6
You can configure the PSTN settings of the analog voice trunk to match the same setting of your PSTN service provider.
1. Go to Trunk > Analog > Analog.
2. Select a trunk.
3. Click PSTN Setting.

Name The name of this configuration. This is view-only.
Codec Select the Codec for the trunk.
Caller ID signalling Select the caller ID signalling standard per your phone company’s request.
First digit timeout Enter the timeout in milliseconds.

Match digit timeout

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Configuring trunks

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.
5. Click OK.
Configuring office peers
If you have offices equipped with VoIP network, you can set up office peer trunks so that offices can call each other as if
they are local extensions.
You can set up three types of peer offices:
l Site to site: The office peer uses a FortiVoice unit and is in an equal position with your FortiVoice unit, rather than a
primary/secondary relationship.
l Remote access: The office peer uses a FortiVoice unit and is in a primary/secondary relationship with your
FortiVoice unit.
l Custom: The office peer uses a third-party PBX.
For the office peers to call each other, make sure that your FortiVoice unit and the peer office
PBX are mutually registered with each other’s IP address and SIP port number.
To view the list of office peer trunks, go to Trunk > Office Peer > Office Peer.

Fetch Office Directory Select a trunk and click this button to obtain the phone directory from this office peer.
This option only works if the PBX of the remote office is a FortiVoice unit and Fetch directory
(see Directory on page 232) is selected on the remote unit.
You can view the directory by going to Monitor > Directory and selecting this office in the
Locations field. For more information, see Viewing call directory on page 42.
Enabled Select to activate this trunk.
Name The name of the office peer.
Display name Enter the name displaying on the extension.
Type The type of the trunk.

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Configuring trunks

Server The domain name or IP address of the remote office’s PBX. For example, 172.20.120.11
or peer.example.com.
Port The port number for VoIP network on the remote office’s PBX.
SIP Setting The SIP profile applied to this trunk.
Status The status of the SIP trunk.
l Not registered: The trunk is not registered with the VoIP service provider and is not in
service.
l In service: The trunk is registered with the VoIP service provider and is in service.
l Unmonitored: The trunk is unknown.
To set up a site-to-site office peer
1. Go to Trunk > Office Peer > Office Peer.

2. Click New.
3. Under Office peer type, click Site to Site.
4. If you want to change your local number pattern, click the Edit icon beside Local/incoming digit pattern to modify it.
For more information, see Configuring PBX options on page 113.
5. Review the basic New office peer information, click Next.

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Configuring trunks

Name Enter a name for the trunk.
Peer Configuration
Remote Host/IP Enter the domain name or IP address of the office peer’s FortiVoice unit.
Port Enter the port number for VoIP network on the office peer’s FortiVoice unit.
Authentication Optionally, you may configure to authenticate the peer.

Disabled If you do not need authentication for the office peer, select this option to disable it.
Symmetric If you want to authenticate the FortiVoice units forming the office peer trunk, enter
the User name and Password. These settings must be the same on both units.
The FortiVoice unit on each end will use the settings to authenticate each other.
Asymmetric If you want to authenticate incoming and outgoing calls, enter the Inbound user
name, Outbound user name, and Password. These settings must be the same on
both FortiVoice units forming the office peer trunk.
The unit on each end will use the settings to authenticate incoming and outgoing
calls.
Outgoing digit pattern Click the Edit icon if you want to modify the digit pattern of the outgoing dial plan for
the local and peer offices.
Advanced
Local/incoming Click the Edit icon if you want to modify digit pattern of the local/incoming dial plan
digit pattern for the local and peer offices.
Call routing Select the call routing plan as required.
Directory Select this option and click Fetch now to obtain the phone directory from this office
peer.
This option only works if the same option is selected on the office peer's FortiVoice
unit.
You can view the directory by going to Monitor > Directory and selecting this office
in the Office field. For more information, see Viewing call directory on page 42.
Share metric Enter the hop count value for this FortiVoice unit to share the phone directory with
an office peer.
Example 1: You have configured the following deployment:
l A and B are office peers.
l A and C are office peers.

If you want A, B, and C FortiVoice systems to share their phone directories, enter 2
on all three FortiVoice systems.

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Configuring trunks

Example 2: If your enter 1, the directory can only be shared with the first peer office
site designated on the routing table of this FortiVoice unit.
SIP settings Select the SIP profile for the trunk. You can edit the existing profile or click New to
add a new one. For more information, see Configuring SIP profiles on page 137.
Max channel Enter the maximum voice channels for the trunk.
This field accepts value in the range of 1-450 inclusive.
7. Click Create.
To set up a remote access office peer

2. Click New.
3. Under Office peer type, click Remote Access.
4. Select the role for the office peer: Central or Satellite.
5. If you want to change your local number pattern, click the Edit icon beside Local/incoming digit pattern to modify it.
7. Configure the following and click Create.

Peer Configuration
Central Host/IP This option is only available if you choose Satellite as the role of the office peer.
Enter the domain name or IP address of the primary FortiVoice unit which is your
local unit.
Port This option is only available if you choose Satellite as the role of the office peer.
Enter the port number for VoIP network on the primary FortiVoice unit.
User name To authenticate the FortiVoice units forming the office peer trunk, enter the User
name . This name must be the same on both units.
The FortiVoice unit on each end will use this user name to authenticate each other.
Password To authenticate the FortiVoice units forming the office peer trunk, enter the
Password. This password must be the same on both units.
The FortiVoice unit on each end will use this password to authenticate each other.
Outgoing digit pattern Click the Edit icon if you want to modify the digit pattern of the outgoing dial plan for
the local and peer offices.
Advanced

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Configuring trunks

Local/incoming Click the Edit icon if you want to modify digit pattern of the local/incoming dial plan
digit pattern for the local and peer offices.
Call routing Select the call routing plan as required.
Directory Select this option and click Fetch now to obtain the phone directory from this office
peer.
This option only works if the same option is selected on the office peer's FortiVoice
unit.
You can view the directory by going to Monitor > Directory and selecting this office
in the Office field. For more information, see Viewing call directory on page 42.
Share metric Enter the hop count value for this FortiVoice unit to share the phone directory with
an office peer.
Example 1: You have configured the following deployment:
l A and B are office peers.
l A and C are office peers.

If you want A, B, and C FortiVoice systems to share their phone directories, enter 2
on all three FortiVoice systems.
Example 2: If your enter 1, the directory can only be shared with the first peer office
site designated on the routing table of this FortiVoice unit.
SIP settings Select the SIP profile for the trunk. You can edit the existing profile or click New to
add a new one. For more information, see Configuring SIP profiles on page 137.
Max channel Enter the maximum voice channels for the trunk.
This field accepts value in the range of 1-450 inclusive.
More This option is only available if you choose satellite as the role of the office peer.
This feature is used for remote access office peer connection through a proxy
server, such as the case in a FortiVoice Cloud deployment.
DNS SRV record The DNS service (SRV) record provides host and port information for specific
services such as voice over IP (VoIP). SIP needs to connect to a specific port on a
specific server.
Enable this option to allow the FortiVoice unit to query the DNS SRV record for the
IP address and port number of the central FortiVoice unit (office peer) to register.
Proxy To connect to the central office peer through a proxy server, do the following:
l If you have enabled DNS SRV record, enable Proxy and enter the unique
hostname of the central office peer in the (Host/IP) field. The DNS SRV record
will use the information to look for and provide the IP address and port number
of the central office peer.
l If you do not want to use the DNS SRV record service and therefore did not
enable it, enable Proxy and enter the unique hostname of the central office
peer in the (Host/IP) field. Also select the port number and communication
protocol for the central office peer. The DNS server will use the information to
look for and provide the IP address of the central office peer.
l If you know the IP address of the central office peer, enter it in the (Host/IP)
field. In this case, you do not need to enable DNS SRV record.

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Configuring trunks

Registration Select the time (in seconds) needed for your FortiVoice unit to register to the central
interval office peer until it receives a response.
8. Click Create
To set up a custom office peer

2. Click New.
3. Under Office peer type, click Custom.

Peer Configuration
Connection (Site
to Site)
Host/IP Enter the domain name or IP address of the office peer’s PBX.
Port Enter the port number for VoIP network on the office peer’s PBX.
Authentication Optionally, you may configure to authenticate the peer.
Disabled: If you do not need authentication for the office peer, select this option to
disable it.
Symmetric: If you want to authenticate the PBXes forming the office peer trunk, enter the
User name and Password. These settings must be the same on both PBXes.
The PBX on each end will use the settings to authenticate each other.
Asymmetric: If you want to authenticate incoming and outgoing calls, enter the Inbound
user name, Outbound user name, and Password. These settings must be the same on
both PBXes forming the office peer trunk.
The PBX on each end will use the settings to authenticate incoming and outgoing calls.
Connection
(Remote Access
Central)
User name To authenticate the PBXes forming the office peer trunk, enter the User name . This
name must be the same on both PBXes.
The PBX on each end will use this user name to authenticate each other.
Password To authenticate the PBXes forming the office peer trunk, enter the Password. This
password must be the same on both PBXes.

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Configuring trunks

The PBX on each end will use this password to authenticate each other.
Advanced
Call routing Create outgoing and incoming dial plans for the local and peer offices. For more
information, see Configuring call routing on page 237.
SIP settings Select the SIP profile for the trunk. You can edit the existing profile or click New to add a
new one. For more information, see Configuring SIP profiles on page 137.
Max Enter the maximum voice channels for the trunk.

channel This field accepts value in the range of 1-450 inclusive.
6. Click Create.
Setting up routing rules for FXO and PRI gateways
After you create FXO or PRI gateways under Managed System, go to Trunks and refresh your browser. Gateways
appears and lists all FXO or PRI gateways that you have added to the system. You can enable or disable the gateway
profiles as well as edit and delete profiles from the system. Any gateway added will have a profile automatically created.
For detailed instructions about deploying a FXO gateway, see the FortiVoice FXO Gateway Deployment Guide.
For detailed instructions about deploying a PRI gateway, see the FortiVoice PRI Gateway Deployment Guide.

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Configuring call routing
Dial plans define how calls flow into and out of the FortiVoice unit. Without dial plans, telephone communications among
PBXs are impossible.
l Configuring inbound dial plans on page 237
l Configuring direct inward dialing on page 240
l Viewing office peers for inbound calls on page 243
l Configuring outbound dial plans on page 243
l Viewing office peers for outbound calls on page 248
Configuring inbound dial plans
The Call Routing > Inbound > Inbound submenu lets you configure dial plans for incoming calls to the FortiVoice unit.
When the FortiVoice unit receives a call, the call is processed according to the inbound dial plan. To process the call, the
FortiVoice unit selects the dial plan rule that best matches the dialed number and processes the call using the settings in
the dial plan rule. For example, if your main line is 123-4567, you can set a dial plan rule that sends all incoming calls
dialing 123-4567 to the auto attendant. Once the auto attendant is reached, the callers can follow the instructions, for
instance, to dial an extension.
To view the inbound dial plans, go to Call Routing > Inbound > Inbound.

Name The name of the dial plan.
Call handling The actions to process the incoming calls with matched dialed numbers and/or caller
IDs. For details, see Call Handling on page 238.
Handling Description The specific call handling actions.
From Trunk The trunks of the incoming calls that are subject to this dial plan.
Match DID The phone number pattern in your dial plan that matches many different numbers. For
details, see Dialed Number Match on page 238.
Match CID The caller ID pattern for this dial plan. For details, see Caller ID Match on page 238.
To set up an inbound dial plan

1. Go to Call Routing > Inbound > Inbound.
2. Click New.

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From Trunk Select the trunks of the incoming calls that are subject to this dial plan.
Click + and select the trunks. Click Close.
Dialed Number Match
If you configure Dial Local Number on page 239, FortiVoice
ignores this Dialed Number Match setting.
With dialed number pattern matching, you can create one phone number pattern in
your dial plan that matches many different numbers.
When a called number matches this pattern, FortiVoice follows the dial plan rule that
you configure in Call Handling on page 238 (Endpoint Action or Call Routing).
Create the number match by following the Pattern-matching syntax on page 245 and
Pattern-matching examples on page 246.
Caller ID Match Click New to set the caller ID pattern following the Pattern-matching syntax on page
245 and Pattern-matching examples on page 246 for this dial plan, and click Create.
You can enter an incoming call’s display name string or the caller’s phone number
string as the pattern.
Click Export to open or save the caller ID match file and Import to browse for a caller
ID match file.
Caller IDs under this pattern are subject to this plan.
Caller ID Modification Click + and select one or more caller ID modification configurations. Click Close.
You can associate multiple caller ID modification configurations with a dial plan. For
more information on caller ID modification, see Modifying caller IDs on page 139.
Call Handling Select the actions to process the incoming calls with matched dialed numbers and/or
caller IDs.
Action type Select the type of action for the plan and configure the actions accordingly.
Endpoint Action Select if you want to send incoming calls to the local destinations according to
operation schedules. For example, send calls to the voicemail after business hours.
To configure this action type:
1. In Action type, select Endpoint Action.
2. Click New.
3. Select the Schedule for the action. For more information on FortiVoice
schedule, see Scheduling the FortiVoice unit on page 154.
4. Select an Action for the incoming calls under this plan.
For some actions, you need to enter the extension (such as Go voicemail) or
select a profile (such as Play announcement).
5. Click Create.
6. If you need more actions for this action type, repeat this procedure.
To avoid schedule conflicts, do not use the same schedule for more than one

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action.
Dial Local
Number
When you configure this Dial Local Number setting, FortiVoice

ignores the Dialed Number Match on page 238.
Select this action type if you want to send incoming calls to the local destinations at
any time. For example, you can enter 222XXXX as a pattern and strip 222. The
FortiVoice unit will only dial the last four digits for all called numbers matching the
pattern.
1. In Action type, select Dial Local Number.
2. Click New.
3. Add a number pattern in Match Pattern following the Pattern-matching syntax
on page 245 and Pattern-matching examples on page 246 for this dial plan.
Repeat to add more patterns.
4. For Strip, enter a number to omit dialing the starting part of a pattern. 0 means
no action.
For example, if your Match Pattern is 222XXXX and Strip is 3, the FortiVoice
unit will only dial the last four digits for all called numbers matching the pattern.
5. For Prefix, add a number before a pattern.
For example, if your Match Pattern is 9XXX and the numbers under this pattern
have been upgraded to have an additional digit 5 at the beginning, you can
enter 5 for the Prefix. When an incoming call matches the pattern, the
FortiVoice unit will add a 5 before the number.
6. For Postfix, add a number after a pattern.
For example, if your Match Pattern is 9XXX and the numbers under this pattern
have been upgraded to have an additional digit 5 at the end, you can enter 5 for
the Postfix. When an incoming call matches the pattern, the FortiVoice unit will
add a 5 after the number.
7. Click Create.
Call Routing Select if you want to route incoming calls from the FortiVoice unit to an external
phone system using an outbound dial plan.
1. In Action type, select Call Routing.
2. You can choose to enable the Retain original caller ID.
3. Click + to select the available outbound dial plans. This means that the
FortiVoice unit will route incoming calls to an external phone system using the
selected outbound dial plans. For details, see Configuring outbound dial plans
on page 243.
4. Click Create.

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Configuring direct inward dialing
The Call Routing > Inbound > DID Mapping submenu lets you configure how to map direct inward dialing (DID) numbers.
A DID number allows an inbound caller to bypass the auto attendant and directly reach a company employee or
department.
A phone company can offer a DID service to provide a block of telephone numbers for calling into your company
FortiVoice unit (PBX) over limited rented physical lines (also called trunk lines). The phone numbers you rent may not be
enough to provide a DID number for each extension because each DID number can only be mapped to one extension.
To address this issue, the FortiVoice unit offers the following two options:
l Only map the DID numbers to the extensions you want.
l Bundle caller number patterns to a DID number which can be mapped to any extension.
You cannot delete or move the two default DID mapping rules (system_voice and system_fax).
FortiVoice also gives you the option to provide a fax account to a user by mapping the user's extension to a DID number.
Users can manage their personal fax account in the FortiVoice user portal.
This personal fax account is different from the eFax account which is used as a general fax for an organization. For
information about eFax, see Configuring fax on page 299.
l To map a standard voice DID number on page 240
l To map an advanced voice DID number on page 241
l To map a personal fax DID number on page 242
To map a standard voice DID number
2. Click New and select Voice - Standard.

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Condition Select the trunk used for dialing the DIDs.
Route SMS Select to activate the routing of SMS messages to the extension. For SMS configuration
details, see Configuring SMS on page 120.
Additional Action Select the fallback action to take should a call fail to be received by the DID mapping
extension.
For some actions, you need to enter the extension, such as Dial voicemail.
Number Mapping l DID number: Enter the DID number that you want to map to an extension. The DID
number cannot be mapped to more than one extension unless the DID is bundled with
a caller number. Otherwise, an error message about duplicate entry appears and the
DID mapping configuration cannot be saved.
l Extension: Enter the extension that you want to map to the DID number. The
extension supports digits from 0 to 9 and a maximum of 16 digits.
l Description: Enter any notes you have for the mapping.
4. Click Create.
To map an advanced voice DID number
2. Click New and select Voice - Advanced.

Condition l Trunk: Select the trunk used for dialing the DIDs.
l Schedule: Select a schedule to apply the rule. For information on creating schedules,
see Scheduling the FortiVoice unit on page 154.
l Caller ID Match: Click New to set the caller ID pattern following Pattern-matching
syntax on page 245 and Pattern-matching examples on page 246 for this dial plan,
and click Create.
Additional Action l Inbound caller ID modification: Select the caller ID modification configuration. For
more information on caller ID modification, see Modifying caller IDs on page 139.
l Inbound fallback action: Select the fallback action to take should a call fail to be
received by the DID mapping extension.

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l Option:
l To direct incoming calls to the extension through the mapped DID, select
Inbound. If this option is not selected, incoming calls to this extension through the
mapped DID will follow the inbound fallback action configured in Additional
Action on page 241. By default, this option is selected.
l To send the DID numbers of the extensions mapped to the DID with outgoing
calls so that the DID numbers can display on the called phones, select
Outbound. If this option is not selected, the extension’s DID number is not sent
with outgoing calls and the phone number displayed on the called phone could
be the FortiVoice main number (see Main number on page 112) or the trunk
phone number (see Phone Number on page 222) associated with the extension.
Alternatively, you can choose the caller ID to display on the called phone when
configuring an extension.
l Caller Number Patterns:
l This option allows you to bundle caller number patterns to a DID number which
can be mapped to any extension.
l Enter the caller’s phone pattern field and click Create.
l Click the + icon to add more calling numbers patterns.
l Only the caller numbers matching the patterns you set will reach the mapped
extension when they dial the DID number.
l The caller number pattern supports digits from 0 to 9, a maximum of 16 digits,
and optionally starts with one or more + signs.
4. Click Create.
To map a personal fax DID number
2. Click New and select Fax.

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Condition Trunk: Select the trunk used for dialing the DIDs.
Additional Action Inbound fallback action: Select the fallback action to take should a fax fail to be received
by the DID mapping extension.
4. Click Create.
Viewing office peers for inbound calls
The Call Routing > Inbound > Office Peers submenu lets you view the office peers involved in the inbound call routing.
You may click an office peer link to configure it. For details, see Configuring office peers on page 230.
Configuring outbound dial plans
The Call Routing > Outbound > Outbound submenu lets you configure dial plans for outgoing calls from the FortiVoice
unit.
You can configure dial plans on the FortiVoice unit to route calls made from a FortiVoice extension to an external phone
system. The external phone system can be one or more PSTN lines or a VoIP service provider. To route calls to an
external phone system, you add dial plan rules that define the extra digits that extension users must dial to call out of the
FortiVoice unit. The rules also control how the FortiVoice unit handles these calls including whether to block or allow the
call, the destinations the calls are routed to and whether to add digits to the beginning of the dialed number.
For example, if users should be able to dial 911 for emergencies, you should include a dial plan rule that sends all calls
that begin with 911 to an external phone system. This rule should also override the default outgoing prefix so that users
can dial 911 without having to dial 9 first.
To view the outbound dial plans, go to Call Routing > Outbound > Outbound.

Test Select to test if the dial plan is created successfully.
For more information, see Testing outbound dial plans on page 244.

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Pattern The phone number pattern in the dial plan that matches other numbers. For details, see
Dialed Number Match on page 244.
Match CID The caller ID pattern for this dial plan. For details, see Caller ID Match on page 244.
Call handling The call handling action for the numbers matching the configured number pattern and
the caller IDs matching the caller ID pattern. For details, see Call Handling on page 244.
To set up an outbound dial plan

2. Click New.

Emergency call Select to allow emergency call with this plan. By default, this is selected.
For information on setting emergency number, see Setting PBX location and contact
Caller ID Match Enter the caller ID pattern following Pattern-matching syntax on page 245 and Pattern-
matching examples on page 246 for this dial plan.
Click + if you need to enter more caller ID patterns.
You can enter the caller’s phone number string as the pattern.
Callers with IDs under this pattern are subject to this plan.
Dialed Number With dialed number pattern matching, you can create one phone number pattern in your
Match dial plan that matches many different numbers.
For information on adding a dialed number match, see Creating dialed number match on
page 245.
Call Handling Click New to configure the call handling action for the numbers matching the configured
number pattern and the caller IDs matching the caller ID pattern. For details, see
Configuring call handling actions on page 247.
4. Click Create.
Testing outbound dial plans
After you create a dial plan, you can select the dial plan and click Test to see if the dial plan works.
To test an outbound dial plan

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2. Select the dial plan that you want to test and click Test.
3. Select Test Call-Dry Run or Test Call.

Test Call - Dry Run Run a system outbound dial plan test without making a real phone call.
Destination Enter a destination number to call.

number
From number Enter the number from which you want to call the destination number. The FortiVoice unit will
connect this number with the destination number for the test.
Test Click to start the dry run test and view the Test result.
Test Call Test the outbound dial plan by making a real phone call.
number
number.
l Connect test call to number: In the Number field, enter the number from which you want
to call the destination number. The FortiVoice unit will connect this number with the
destination number to test the trunk.
Test Click to start the test and view the Test result.
Creating dialed number match
You can create one extension number pattern in your dial plan that matches many different numbers for outbound calls.
The numbers matching this pattern will follow this dial plan rule.
Syntax Description

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Syntax Description
Example: [15-7].
(period) dialed.
In this example, the system looks for a dialed number match that has three or more
digits.
! Acts as a wildcard that matches any digit (including no digits) and allows for any number
(exclamation point) of digits to be dialed.
In this example, the system looks for a dialed number match that has two or more digits.
Pattern Description
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).
To create a dialed number match

2. Click New.
3. In Dialed Number Match, click New.

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Match Pattern Enter the number pattern following Pattern-matching syntax on page 245 and Pattern-
matching examples on page 246 for this dial plan. Click + to add more patterns.
Modification You can manipulate the number patterns you entered.

Strip Enter a number to omit dialing the starting part of a pattern. 0 means no action.
For example, if your Match Pattern is 9XXX and Strip is 1, you need to dial the full digit
9XXX, but the first digit, in this case 9, will be stripped by the system.
Prefix Add a number before a pattern, such as area code.

For example, if your Match Pattern is 123XXXX and its area code is 555, you can enter
555 for the Prefix. When you dial a number under this pattern, you do not need to dial the
area code 555.
Postfix Add a number after a pattern. The following characters are also acceptable:
l comma (,)
l semicolon (;)
l number sign (#)
For example, if your Match Pattern is 9XXX and the numbers under this pattern have been
upgraded to have an additional digit 5 at the end, you can enter 5 for the Postfix. When you
dial a number under this pattern, you do not need to dial the last digit 5.
5. Click Create.
Configuring call handling actions
Configure the call handling action for the numbers matching the configured number pattern and the caller IDs matching
the caller ID pattern.
To configure the call handling action
2. Click New.
3. In Call Handling, click New.

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Call Handling
Schedule Select the FortiVoice operation schedule to implement this plan. Click Edit to modify the
selected schedule or click New to configure a new one. For more information on PBX
Action Select the call handling action for the numbers matching the configured number pattern
and the caller IDs matching the caller ID pattern.
If you choose Authorize, select the Account code. For more information, see Configuring
account codes on page 174.
Outgoing trunk Select the trunk for the outbound calls. Click Edit to modify the selected trunk or click New
to configure a new one. For more information on trunks, see Configuring trunks on page
217.
Caller ID Select the caller ID modification configuration. Click Edit to modify the selected
modification configuration or click New to configure a new one. For more information on caller ID
modification, see Modifying caller IDs on page 139.
Warning If you select Allow with warning or Deny with warning in the Action field, select the sound
message file for the warning. Click Edit to modify the selected file or click New to configure a new
one. For more information on sound files, see Managing phone audio settings on page
125.
Delay Optionally, if you want to discourage certain users for making outbound calls, enter the call
delay time in seconds.
5. Click Create.
Viewing office peers for outbound calls
The Call Routing > Outbound > Office Peers submenu lets you view the office peer involved in the outbound call routing.
You may click an office peer link to configure it. For details, see Configuring office peers on page 230.

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Setting up a call center
Access to the complete call center setup is available when you purchase a call center license
and upload that license to the FortiVoice unit.
If the FortiVoice unit does not include a call center license but you want to create a call queue,
go to Call Feature > Call Queue. For more details, go to Creating call queues and queue
groups on page 293.
A call center allows an organization to receive or transmit a large volume of requests by telephone in a centralized office.
You can configure a call center and then operate the center using the user portal.
l Creating call queues and queue groups on page 249
l Configuring agents on page 257
l Configuring IVR on page 258
l Configuring surveys on page 264
l Setting up monitor view on page 265
l Configuring other agent information on page 267
l Configuring agent profiles on page 268
l Working with call queue statistics on page 269
l Configuring call report profiles and generating reports on page 319
Creating call queues and queue groups
Call queuing, or automatic call distribution (ACD), enables the FortiVoice unit to queue up multiple incoming calls and
aggregate them into a holding pattern. Each call is assigned a rank that determines the order for it to be delivered to an
available agent (typically, first in first out). The highest-ranked caller in the queue is delivered to an available agent first,
and every remaining caller moves up a rank.
With call queuing, callers do not need to dial back repeatedly trying to reach someone, and organizations are able to
temporarily deal with situations when callers outnumber agents.
l Creating call queues on page 250
l Configuring scheduled business hour queue call handling actions on page 297
l Configuring non scheduled business hour queue call handling actions on page 297
l Configuring exit key press queue call handling actions on page 298
l Creating queue groups on page 257

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Creating call queues
Configure a call queue and add it in an inbound dial plan as a call handling action to make it effective. For more
information, see Configuring inbound dial plans on page 237.
Call queues consist of:
l Incoming calls waiting in the queue
l Agents who answer the calls in the queues
l A plan for how to handle the queue and assign calls to agents
l Music played while waiting in the queue
l Announcements for agents and callers
Depending on their privileges, agents can log into a queue to answer calls or transfer calls to another queue, which can
then be answered by another available agent.
Agents can be static or dynamic. Static agents are always connected to the queues, and dynamic agents need to log into
the queue in order to process calls.
To create a call queue
1. Go to Call Center > Call Queue > Call Queue.

Enabled Select to activate this call queue.
Queue ID Enter an ID for the queue.
Number Enter an extension for callers to dial and enter into a call queue following the
extension number pattern. See Configuring PBX options on page 113.
This is another way to use a call queue configuration in addition to adding it in
an inbound dial plan as a call handling action.
In this case, the dial plan ignores this extension and still uses the extension to
which it is applied for call queue action.
Display name Enter the queue name displaying on the queue extension, such as Support.
Description Enter any notes about this queue.
Department Select the department to which the queue belongs. For information on creating
departments, see Creating extension departments on page 206.
Queue Setting
Maximum queue capacity Enter the maximum number of callers for the call queue. When the call queue
is full, other callers will be dealt with according to the OverflowCall Handling
action you set in Queue Overflow on page 255.
The maximum is 100.
Maximum queuing time Enter the maximum call queue waiting time in minutes or seconds, or both.
When the call waiting time is due, the callers in the queue will be dealt with
according to the call handling action you set in Queue Timeout on page 256.
The maximum is 720 minutes.

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Ring duration Enter the time in seconds to ring each agent. If a call is not answered when the
ring duration is due, the call is transferred to the next agent. The range is from
5 to 120 seconds.
Music on hold Select a sound file or music on hold file to play when a caller is waiting. For
more information, see Managing phone audio settings on page 125.
Call distribution
Skill Based Routing Select and choose a call routing option. This option is based on agent skill level
scores. For more information, see Creating agent skill levels on page 267.
l Lowest level first: The call will ring the agent with the lowest skill level
score first and move up the rank if the agent is unable to take the call, that
is, the agent’s extension is in a Not Ready status.
l Highest level first: The call will ring the agent with the highest skill level
score first and move down the rank if the agent is unable to take the call,
that is, the agent’s extension is in a Not Ready status.
Default skill This option appears if you select a value other than Disabled in the Skill Based
Routing field.
Select the group, such as Billing, Sales, or Support, that the call distribution is
executed. You can add a new skill or modify an existing one. For more
information, see Adding agent skill sets on page 267.
Distribution policy Select a call Distribution policy.
This option works as following:
l If Skill Based Routing is not selected, calls are distributed according to the
policy you choose.

l If Skill Based Routing is selected, calls are distributed according to the
skill based call routing option you choose. This option only applies to the
situation when you have agents with the same skill level in a queue. In
such cases, calls are distributed to these agents according to the policy
you choose.
l Ring all: rings all available agents (default).
l Round Robin: rings all agents in a queue equally in some rational
order, usually from the top to the bottom of a list and then starting
again at the top of the list and so on.
l Sequential: rings each agent in a sequential manner regardless of
whether they have answered calls.
l Random: rings an agent at random.
l Least Recent: rings the agent that least recently received a call.
l Fewest Calls: rings the agent that has completed the fewest calls in
this queue.
l Weight Random: rings a random agent, but uses the agent’s number
of received calls as a weight.
l Priority Based: rings agents based on call answering priorities for
callers entering the call queue. A new call always starts with the
lowest priority. However, a queue manager with privileges can

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change the priority of a call on the agent console of the user portal.
See Setting caller priorities on page 268.
Additional Setting
Distinctive Setting for Announce queue name: Select a sound file that announces the queue name.
Agent You can add a new one or modify an existing one. For more information, see
Managing phone audio settings on page 125.
Caller ID option: Select how you want the IDs of the calls to this queue to
display. If you select Prefix, the queue Display name on page 250 is added
before the caller ID on the agent’s phone. If you select Replace, the queue
Display name on page 250 replaces the caller ID on the agent’s phone.
Ring pattern: Select a queue extension ring pattern.
Business schedule Click in the field and select an operation schedule for the queue. For example,
“business_hour” schedule means agents are only available to answer the calls
for this queue during business hours. For information on scheduling, see
Scheduling the FortiVoice unit on page 154.
Announcement to Caller l Announce holdtime: Select if you want to announce the queue waiting
time to a caller at the set interval. You may also select to announce only
once.
l Announce position: Select to announce a caller’s waiting position in the
queue, such as “You are caller No. 5 in the call queue”.
l No: Do not announce a caller’s position.
l Always: Always announce a caller’s position.
l Abbreviated: Announce a caller’s position only once if the caller is
over the marked position and always announce once before the caller
reaches the marked position.
l Minimal: Announce only when the caller is within the marked position.
l Mark position: Enter the benchmark for selecting Abbreviated or Minimal
setting under Announce position.
For example, if you select Abbreviated andenter 5, a caller’s position is
announced when the caller becomes No. 5 in the queue and announced
only once before the caller becomes No. 5 in the queue.
l Announcement interval: Enter the announcement frequency in seconds.
l Custom announcement: You can also customize the announcement
settings. If you select Periodic or Random, enter the announcement
frequency in seconds in Announcement interval. Also, click in the field and
select a greeting sound file for the announcement. For more information,
see Managing phone audio settings on page 125.
l Queue Entry Announcement: Select Enable to announce to callers when
they enter a call queue. You can also select to disable this function. Also,
Service Level l Interval: Enter the time period in minutes for calculating the threshold up to
a maximum of 10080 (or one week).
l Threshold: Enter the call answering rate for a certain period of time. The

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action triggered by the threshold being reached is configured in Call
Handling on page 255.
l Service level low threshold is used in call handling: Click Service level low
call handling to configure how other callers will be dealt with according to
the QueueOverflow call handling action you set in Service Level Low on
page 256 when the call queue is full.
Alert
Events Select the event that triggers an action which is configured in Call Handling on
page 255.
Setting l Send alert email: Select if you want to send an email when an alert event
is triggered. Click New to enter an email address.
l Call extension/number: Select this option and an extension number if you
want a phone call when an alert event is triggered. Click New to add an
extension.
l GUI popup: Select to have a popup notification on the user portal GUI
when an alert event is triggered. This only applies to agents with the
particular privilege called Queue alert. See Agent Console Privilege in
Configuring agent profiles on page 268.
l Alert interval: Enter a value in minutes during which time no alert is sent.
For example, if you enter 60, you will not receive any alerts for an hour
even if an alert event is triggered. This will be the case each time when
you receive an alert notification.
If you enter 0, you will receive notifications each time an event is
triggered.
Callback Setting This option allows callers waiting in a queue to request a callback following the
recorded instructions and wait for an agent to return their call.
Status Select to enable this option.
Prompt Select a audio file to provide callers with callback information.
If no file is selected, the default file is applied.
You can also add a new audio file or edit an existing one. For more information,
Interval After selecting a audio file, set the time interval for playing the audio file.
Callback mode l Agent call back manually (from call center console): Select to allow an
agent to manually call the caller using the agent console on the user
portal.
l Call Back When Agents Available: Select to allow the FortiVoice unit to
call the caller automatically based on the callback number collected when
an agent is available.
l Virtual Placeholder: Select to allow the FortiVoice unit to call a caller back
when he/she is within the next 3 calls in the queue. This happens when a
caller does not wish to wait and leaves his/her number following the
prompt. If the caller calls back before the FortiVoice callback occurs, the
call will be treated as a new call in the queue which may result in a longer

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waiting time.
Prompt to caller to Select the method to collect the callback number.
leave the call back l System Default: Select to use system defined voice file.
number l User Defined IVR: Select to use user configured IVR.
For more information on IVR, see Configuring IVR on page 258.

Prompt to caller after Select to ring the caller when a callback call is set up.
callback call Select a greeting sound file for the announcement. For more information, see
established Managing phone audio settings on page 125.
Survey settings Surveys are used to collect customer feedback to ensure that the service
delivered by your call center agents consistently meets corporate standards
and drives high customer satisfaction.
Status Select to enable this option.
Survey Choose the survey configuration for the call queue. For more information on
surveys, see Configuring surveys on page 264.
Call classifications Enter custom call label names, such as external, or company A, to classify
calls and enable call center agents to easily generate reports against those
classifications. When an agent finishes a call, they receive a pop-up window
where they can choose and apply the classification.
Agent
Agent type Select the agent login mode.
Once enrolled into the queue, static agents are always connected to the
queues while dynamic agents need to log into the queue in order to process
calls.
Auto-logout time If you select Dynamic as the agent login mode, enter the agent login expiry
time in hours. For example, if you enter 5, the agent will be logged out 5 hours
after having logged into the queue.
Logout all agents after If you select Dynamic agent login mode, select to log out all agents in the
scheduled business hour queue when the scheduled business hour is due.
Wrap up time Enter the time (in seconds) needed by agents to complete a queue call
including taking notes or record-keeping, starting from the moment that call is
hang up.
The default is 0 second.
Wrap up outgoing call Select if the agent needs to make an outgoing customer call and time to take
notes or record-keeping, starting from the moment that call is hang up.
You can enter the wrap up time in the Wrap up time on page 254 field.
Call waiting Select this option so that if an agent is on the phone when a queue call comes
in, the caller information will display on the agent’s phone. The agent can
choose to answer the call or not. If the agent does not answer the call, after the
ring duration is due, the call is transferred to the next agent.

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This option is different from the call waiting feature of a regular extension (See
Setting extension user preferences on page 199). On a regular extension, the
call waiting feature only applies to the calls that directly go to the extension. On
a queue extension, the call waiting feature only applies to the calls that go to
the extension from the queue.
Agent Members This option is only active when you edit a call queue.
l Click Agent Members for enrolling agents into the queue.
l Click in the field and select the agents for this queue.
l Click Close, then OK.
You can type an agent’s extension or name in the Search field and press Enter
to search for the agent.
Note that a mobile softclient cannot be assigned to the call queue as an agent.
Call Handling
When no logged-in agent You may select to queue a caller or not if there is no agents available.
If you select Do not queue, an incoming call will be handled by your general call
handling configuration, such as auto attendant.
Scheduled Business Hour This option is only available when you edit a call queue.
Call Handling For details, see Configuring scheduled business hour queue call handling
actions on page 255.
Non Scheduled Business This option is only available when you edit a call queue.
Hour Call Handling For details, see Configuring non scheduled business hour queue call handling
Exit Key Press Call This option is only available when you edit a call queue.
Handling For details, see Configuring exit key press queue call handling actions on page
257.
3. Click Create.
Configuring scheduled business hour queue call handling actions
Configure the call handling action for the queue. This action applies to all calls once they enter into the queue.
This option is only available when you edit a queue.
2. Select a call queue for which you want to configure queue call handling actions and click Edit.
3. In Call Handling, click Scheduled Business Hour Call Handling.
4. Configure the situation upon which corresponding call process can be configured:

Queue Overflow The situation when callers exceed the maximum waiting callers you set. See
Maximum queue capacity on page 250.
A popup notification appears when this barometer is triggered.

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Queue Timeout Callers waiting time exceeds the maximum waiting time set in Maximum
queuing time on page 250.
Service Level Low Service level represents the maximum amount of time a caller should ideally
have to wait before being presented to an agent. You need to set the service-
level-calculation-option, service-level-interval, and service-level-threshold in
the FortiVoice CLI under config service call-queue.
For example, if service level interval is set to 60 seconds and the service level
percentage is 80 percent, that means 80 percent of the calls that came into the
queue were presented to an agent in less than 60 seconds. Any service level
percentage lower than 80 is considered to be low.
All Agents Logout There are no agents in the queue to answer calls. The action for this option
only works if you select Queue caller for When no logged-in agent on page
255.
All Agents Paused There are no agents in the queue to answer calls. The action for this option
only works if you select Queue caller for When no logged-in agent on page
255.
Unclassified Any reason that you need to schedule call handlings.
5. For each situation, click New to configure its call handling action.
l Select the FortiVoice operation schedule to implement this call handling action. For more information on
schedules, see Scheduling the FortiVoice unit on page 154.

l Select the call handling action. Depending on the action selected, further configuration may be needed. For
example, if you select Dial extension for Action, enter the extension to which a call is transferred.
6. Click Create, then OK.
Configuring non scheduled business hour queue call handling actions
For some 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 Set call queue priority action, you can add another process
with a Transfer to queue action to complete the call handling. In this case, the call will be processed again with new
priority after it is transferred to the queue.
3. In Call Handling, click Non Scheduled Business Hour Call Handling.
4. On the Call Processing page, click New to configure call handling action.
5. For Schedule, select the FortiVoice operation schedule to implement this call handling action. For more information
on schedules, see Scheduling the FortiVoice unit on page 154.
6. For Action, select the call handling action. Depending on the action selected, further configuration may be needed.

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For example, if you select Dial extension for Action, enter the extension to which a call is transferred.
Configuring exit key press queue call handling actions
Configure the call handling action for the queue to provide more options for callers to leave the voice queue. This action
applies to all calls once they enter into the queue.
1. Go to Call Center> Call Queue > Call Queue.
3. In Call Handling, click Exit Key PressCall Handling.
4. On the Call Processing page, select a key number and click New to configure call handling action.
For example, if you select Dialextension for Action, enter the extension to which a call is transferred.
Creating queue groups
You can group queues together to facilitate queue management.

To create a queue group
1. Go to Call Center > Call Queue > Queue Group.
2. Click New.
4. Click + and select the available call queues that you want to include in the group.
5. Click Close, then Create.
Configuring agents
Extensions with call center agent function enabled can be further configured with other call center information, such as
agent profile, managed departments, and skill sets. Call center user groups can also be set up to be the basis for
department and group management.
To configure an agent
1. Go to Call Center > Agent > Agent.
All extensions with call center agent function enabled display. (Clicking Extensions opens the IP extensions
configuration page. For information, see Configuring IP extensions on page 176.)
2. Select the extension you want to configure and click Edit.
3. Select an agent profile. For more information, see Configuring agent profiles on page 268.
4. For Managed departments, click in the field and select the departments to be managed by this agent if required.
5. Click Close.

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6. Click Member of Queues to select the call queues to join.

l Queues: Click in the field and select the queues of which you want the extension/agent to be a member. Click
Close.
l 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 on page 269. 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.
l Click OK.
7. Add skill sets for the agent by clicking New under Skill Sets.
8. Select the skill set for the agent, including skills and level, and click Create. For more information about agent skills
and levels, see Adding agent skill sets on page 267 and Creating agent skill levels on page 267.
9. Click OK.
To set up a user group
1. Go to Call Center > Agent > Group.
2. Click New.
3. See Creating user groups on page 206.
Configuring IVR
The IVR function is available when you purchase a call center license and upload that license
to the FortiVoice unit.
The FortiVoice interactive voice response (IVR) function allows FortiVoice to interact with callers through the use of
voice and DTMF tones input using the keypad. Callers proceed according to the IVR audio instructions to reach the
callees or get the information they need.
Based on the information collected from callers and by interacting with the backend database, The FortiVoice IVR
function can prioritize the calls using call queues and present callers’ information to the agents.
FortiVoice IVR interfaces with the RESTful Web service for querying caller information from the database.
For more information, see IVR Technical Note.
l Setting up an IVR on page 258
l Configuring RESTful service on page 263
Setting up an IVR
Call Center > IVR > IVR allows you to view the existing IVR list and create new IVRs.
Creating new IVRs includes configuring:
l SIP header collector to share IVR information among multiple FortiVoice units based on information gathered by
digit and RESTful collectors (see To configure a SIP header collector on page 259)
l digits collector to collect digit inputs from callers (see To configure a digit collector on page 259)
l RESTful collector to gather caller information from database (see To configure a RESTful collector on page 260)

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l call handling to route calls based on information gathered by digit and RESTful collectors (To configure IVR
handling on page 262)
l error handling to deal with unknown errors and RESTful service errors (To configure error handling on page 263)
To view the IVR list
1. Go to Call Center > IVR > IVR.
2. Click the Expand all/Collapse all.
The IVR tree list displays. Under each IVR name, configuration items are listed. Clicking an item opens its
configuration page.
To configure a SIP header collector
1. Go to Call Center > IVR > IVR and click the Switch (two opposite arrows) icon.
2. Click New and type the name of the IVR and description.
3. Click Create.
4. From the IVR name list, select the name you created and click Edit to open the IVR configuration page.
5. For Description, select Edit to enter any notes you have for the IVR.
6. Click Add SIP Header Collector.

Name Enter a name for the SIP header collector.
Description Enter any notes you have for the SIP header collector.
Variable Click New and do the following:
1. For Variable, enter a value for a SIP header field based on your organization’s SIP
header definitions, for example, ticket_id. This value must be the same on every
FortiVoice unit that shares IVR information.
2. For Action on returned data, do the following:
l None: Select if you do not want to share the information that the SIP header
collector gathers with other interfaces.
l Add to agent console - Display name: Select if you want agents in the queues
where the IVR calls are routed to see the information that the SIP header
collector gathers. Enter a name for the information to display on the agent
console.
l Add to SIP header - Field name: Select if you want to share the information that
the SIP header collector gathers with other SIP header collectors. Enter a value
that matches the value on the SIP header to enable information sharing.
l Add to Remote CDR - Field name: Select if you want to share the information that
the SIP header collector gathers with a remote CDR database. Enter a value that
matches the value on the remote CDR to enable information sharing.
l Add to Report - Field name: Select if you want to share the information that the
SIP header collector gathers with survey reports. Enter a value that matches the
value on the surveys to enable information sharing. For information on surveys,
see Configuring surveys on page 264.
3. Click Create.
7. Click Create.
You can create a maximum of 10 SIP header collectors which are saved as variables.
To configure a digit collector

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1. After configuring the SIP header collector, on the IVR configuration page, click Add Digits Collector to configure digit
inputs collection from callers. You can create a maximum of 10 digit collectors.

Name Enter a name for the digit collector.
Prompt Select the audio file that you want callers to listen to. You can also create a new file or edit
the selected one. For more information, see Managing phone audio settings on page 125.
Enable read back Select if you want the digit inputs to be read out to the caller.
Action on returned l None: Select if you do not want to share the information that the digit collector gathers
data with other interfaces.
l Add to agent console - Display name: Select if you want agents in the queues where
the IVR calls are routed to see the information that the digit collector gathers. Enter a
name for the information to display on the agent console.
l Add to SIP header - Field name: Select if you want to share the information that the
digit collector gathers with other SIP header collectors. Enter a value that matches the
value on the SIP header to enable information sharing.
l Add to remote CDR - Field name: Select if you want to share the information that the
digit collector gathers with a remote CDR database. Enter a value that matches the
value on the remote CDR to enable information sharing.
l Add to report - Field name: Select if you want to share the information that the digit
collector gathers with survey reports. Enter a value that matches the value on the
surveys to enable information sharing. For information on surveys, see Configuring
surveys on page 264.
Description Enter any notes you have for the digit collector.
Digits Setting
Min digits Enter the minimum digits the digits collector allows. The range is 1-30.
Max digits Enter the maximum digits the digits collector allows. The range is 1-30.
Max invalid Enter the number of times a caller is allowed for inputting wrong digits. The call will be
input allowed terminated if the limit is reached. The range is 0-10.
Timeout Enter the time limit that a caller is allowed for taking NO action after the call is put through.
The call will be terminated if the time limit is reached. The range is 0-600 seconds.
Max timeout Enter the number of timeouts a caller is allowed for taking no action after the call is put
allowed through. The call will be terminated if the number of timeouts limit is reached. The range is
0-10.
For example, if Timeout is set to 10 seconds and Max timeout allowed to 3, a caller would
have a total of 30 seconds timeout time after he or she dials in and takes no action
afterward.
2. Click Create.
You can create a maximum of 10 digit collectors which are saved as variables.
To configure a RESTful collector

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1. After configuring the digit collector, on the IVR configuration page, click Add RESTful Collector to configure the
database collector for resource querying.

Name Enter a name for the RESTful collector.
Service Select the RESTful service for the collector. You can also create a new service or edit the
selected one. For more information, see Configuring RESTful service on page 263.
Method Choose the method to submit the information collected by the FortiVoice IVR system to the
database server (as HTTP POST or HTTP GET) and use the value as a variable in your
SQL statement.
Parameters Select Edit to enter query parameters to customize the results returned from a GET or
POST operation on the database, such as sorting or filtering.
Optionally, click Add Variable to insert self or system defined variables into the
parameters.
URL Once you select Service on page 261, its URL displays here.
HTTP Headers Select Edit to enter a HTTP header for information querying on the RESTful web service.
Optionally, click Add Variable to insert self or system defined variables into the HTTP
header.
This option is only available if you select Get for Method.
Posting HTTP Select Edit to enter a HTTP header for information querying on the RESTful web service.
Headers Optionally, click Add Variable to insert self or system defined variables into the HTTP
header.
This option is only available if you select Post for Method.
Posting Message Select Edit to enter a HTTP message body for information querying on the RESTful web
Body service.
Optionally, click Add Variable to insert self or system defined variables into the HTTP
body.
This option is only available if you select Post for Method.
Timeout Enter the time allowed for the query to be processed. If the time elapses before the query
response is complete, partial information may be returned. The range is 0-600 seconds.
Max retry allowed Enter the number of database query tries allowed. The query will be denied if the retry limit
is reached. The range is 0-10.
Description Enter any notes you have for the RESTful collector.
Fields Click New to name each of the attributes returned from a database query to present it or
use it as a variable.
Field Enter a name for the attribute you want to define.
Query Enter the query parameter for the attribute you want to define. Optionally, click Add
Variable to insert self or system defined variables into the parameter.
Action on l None: Select if you do not want to share the information that the RESTful collector
returned data gathers with other interfaces.
l Add to agent console - Display name: Select if you want agents in the queues where

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the IVR calls are routed to see the information that the RESTful collector gathers.
Enter a name for the information to display on the agent console.
l Add to SIP header - Field name: Select if you want to share the information that the
RESTful collector gathers with other SIP header collectors. Enter a value that
matches the value on the SIP header to enable information sharing.
l Add to Remote CDR - Field name:Select if you want to share the information that the
RESTful collector gathers with a remote CDR database. Enter a value that matches
the value on the remote CDR to enable information sharing.
l Add to Report - Field name: Select if you want to share the information that the
RESTful collector gathers with survey reports. Enter a value that matches the value
on the surveys to enable information sharing. For information on surveys, see
Configuring surveys on page 264.
2. Click Create, then Create.

You can create a maximum of 10 RESTful collectors which are saved as variables.
To configure IVR handling
1. After configuring the RESTful collectors, on the IVR configuration page, click Add IVR handling to configure call
processing using the digit and RESTful collector configurations.
SIP header, digit and RESTful collector configurations only take effect after IVR handling is set up.

Condition Configure the conditions based on which call processing actions are taken.
Unconditional Select if you do not need to configure the conditions. In this case, the system default
condition applies.
Variable Click Add to insert self or system defined digit or RESTful variable for the condition.
This option appears if you deselect Unconditional.
Operator Use query operators to assign a value to the variable, or perform mathematical
operations.
Value Enter the value assigned by the operator to the variable. Optionally, click Add Variable to
insert self or system defined variables into the value.
Description Enter any notes you have for the IVR handling.
Action Click New to configure the actions to take based on the conditions.
Action type Select the IVR action. Depending on the action type selected, further configuration may be
needed. For example, if you select Dial extension, enter the extension to which a call is
transferred.
Click Create.
You can create multiple actions.

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Some action types have an option for you to add a variable for further configuration, such
as Dial Extension or Call Queue. Instead of manually adding a value, you may choose a
predefined variable which contains the further configuration information of the action type
you choose.
2. Click Create.
To configure error handling
1. After configuring IVR handling, on the IVR configuration page, click Add IVR Exception Handling to deal with
unknown errors and RESTful service errors.
2. For Error type, select Unspecified for unknown errors and Restful for RESTful service errors.
3. Click New to select the action. Depending on the action type selected, further configuration may be needed. For
example, if you select Dial extension, enter the extension to which a call is transferred.
Some action types have an option for you to add a variable for further configuration, such as Dial Extension or Call
Queue. Instead of manually adding a value, you may choose a predefined variable which contains the further
configuration information of the action type you choose.
5. Click OK to complete the IVR configuration.
Configuring RESTful service
FortiVoice IVR interfaces with RESTful web service for querying caller information from the database. When RESTful
service is set up and a caller dials in, the FortiVoice unit sends caller information inquiry to the RESTful web service
which sends back the information to the agent who processes the call.
Call Center > IVR > RESTful service allows you to configure the RESTful web service.
To configure RESTful service
1. Go to Call Center > IVR > RESTful service.
2. Click New and do the following:

Name Enter a name for the configuration.
Protocol Select the protocol for the service.
Authentication Password: Select to enter the user name and password for logging onto the RESTful
server.
OAuth: Select to use Open Authorization to access the RESTful server without exposing
your account credential.
l Service format: Select Salesforce or other RESTful services configuration format.
l Username: Enter the login user name registered on the RESTful server.
l Password: Enter the login password registered on the RESTful server.
l Login server: Enter the IP address of the RESTful server.
l Client ID: Enter the consumer key from the RESTful server.
l Client secret: Enter the consumer secret from the RESTful server. If you choose
Salesforce as Service Format, enter the consumer key and the token from the server

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in the format of <consumer key><token>. For information on FortiVoice and
Salesforce integration, see Integrating FortiVoice with Salesforce on page 338.
l Base URL suffix: Enter the Salesforce object name, for example, /query/, and click
Get Salesforce API URI to populate the Base URL field. Note the leading and trailing
"/" must be entered before and after the object name.
This option is only available if you choose Salesforce for Service format.
Base URL If you choose None for Service format, enter the URL of the server hosting RESTful
service.
Click Test to validate the URL.
SSL verification Select if required.
Description Click Edit to enter any notes for the configuration.
3. Click Create.
Configuring surveys
You can use surveys to collect customer feedback on the service delivered by your call center agents. You can also set
survey rules.
To configure a survey
1. Go to Call Center > Survey > Survey.
2. Click New and type the name of the survey.
3. For Description, enter any comments you have for the survey.
4. Under Questionnaire, click New.

Name Enter a name for the digits collector.
Prompt Select the audio file that you want callers to listen to. You can also create a new file or edit
the selected one. For more information, see Managing phone audio settings on page 125.
Enable read back Select if you want the digit inputs to be read out to the caller.
Question Enter the survey question.
Digits Setting
Max digits Enter the maximum digits the digits collector allows. The range is 1-30.
Max invalid Enter the number of times a caller is allowed for inputting wrong digits. The call will be
input allowed terminated if the limit is reached. The range is 0-10.

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Timeout Enter the time limit that a caller is allowed for taking NO action after the call is put through.
The call will be terminated if the time limit is reached. The range is 0-600 seconds.
Max timeout Enter the number of timeouts a caller is allowed for taking no action after the call is put
allowed through. The call will be terminated if the number of timeouts limit is reached. The range is
0-10.
For example, if Timeout is set to 10 seconds and Max timeout allowed to 3, a caller would
have a total of 30 seconds timeout time after he or she dials in and takes no action
afterwards.
6. Click Create.
The survey is listed under Questionnaire. You may click New to add more.
7. If you want callers to comment on the survey, select Caller Comment.
8. For Audio prompt, select the audio file that explains to callers how to comment on the survey. Click New to create a
new audio file. For more information, see Managing phone audio settings on page 125.
9. Click Create.
To configure survey settings
1. Go to Call Center > Survey > Setting.
2. For Survey retention month, enter the number of months that you want to keep the surveys.
3. For Max survey records, enter the maximum number of surveys you want to keep.
4. Click Apply.
Setting up monitor view
You can create a monitor to let agents with privileges to view the snapshot of the key information of queues on the user
portal, such as number of calls in queue, longest waiting calls, and abandoned calls. You can also create monitor view
color themes in addition to the default one.
To apply the queue view configuration, you need to enable it in agent profile and apply the profile to an agent. As a result,
the agent will have a Monitor View icon when logging into the user portal.
To set up a monitor view
1. Go to Call Center > Monitor View > Monitor.


Name Enter a name for the queue view.
Trusted hosts Enter the IP address and netmask of the device that is permitted to use the monitor view.
If you have multiple devices, you may enter up to 10 trusted hosts.
Monitor Items Click New to include the queues or agents that you want to monitor.

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Title Enter a name for the configuration.
Type Choose to monitor queues or agents.
Refresh interval Enter the refresh interval time for the monitor view in seconds.
Color theme Select the color theme for the monitor view. See To create a monitor view theme on page
266.
Start time Enter the time for the monitor view to start.
Queue Click in the field and select the queues to be included.
Click Close, then Create.
Logo Select Customized logo to add text or logo for agents with privileges to view on the user
portal.
In the text editor window, you can type the text or copy and paste a logo here.
3. Click Create.
To create a monitor view theme
1. Go to Call Center > Monitor View > Monitor Theme.


Theme name Enter a name for the theme.
Background color Click each field to select the color for the monitor view background, column header, row
Column header color header, row, and text.
Row header color
Row color
Text color
Agent Threshold Click New to set the colors for agent names display in monitor view based on status.
Setting
Status Choose an agent status for which you want to set a color.
Threshold Enter the refresh interval time for displaying the agent names in seconds.
value
Threshold color Select the color theme for displaying the agent names at the time interval you set.
To change column order and hide or show columns for a monitor view
1. Go to Call Center > Monitor View > Monitor.

2. Under the View column of a monitor view record, click Open.

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3. Click any of the column headings and do the following:

a. Change the column order by dragging the column headings to the places you want.
b. Click a heading, then OK to hide it. Click it again, then OK to show it. Click Reset to restore the default setting.
Configuring other agent information
Configure call agent skill sets, skill levels, reason codes, data service, and global setting to be used for configuring agent
profiles.
Adding agent skill sets
Depending on the agents skills and the nature of your business, you can classify agents into different groups, such as
Billing, Sales, or Support.
To add an agent skill set
1. Go to Call Center > Configuration > Skill Set.
2. Click New.
3. Enter a name, such as HR, and description for the skill set.
4. Click Create.
Creating agent skill levels
The FortiVoice unit comes with 9 default skill levels, ranging from 10 to 90, with 10 to 30 being junior, 40 to 60 being
intermediate, and 70 to 90 being senior. You can modify the default skill level descriptions, or create new skill levels.
To create an agent skill level
1. Go to Call Center > Configuration > Skill Level.
2. Click New.
3. Enter the skill level and description.
4. Click Create.
Modifying agent reason code descriptions
Agent reason codes explain why agents are not able to take calls, such as due to lunch break, meeting, or vacation. You
can add new codes and change code descriptions of the default reason codes.
To add an agent reason code
1. Go to Call Center > Configuration > Reason Code.
2. Click New.
3. Enter a Name.
4. Enter a Code number. The code number can be from 1 to 5 digits.
5. Enter a Description.
6. Click Create.

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Configuring data service
If you use a third-party software to generate call center reports or statistics, you can configure the FortiVoice unit to back
up the data.
To configure data service
1. Go to Call Center > Configuration > Data Service.
2. Select Enabled to activate the service.
3. Configure the schedule time.
4. Enable Local if you want to back up locally.
5. Enable Remote and configure the FTP/SFTP server credentials if you want to back up remotely.
6. Enter the email address for sending the call center reports or statistics.
7. Configure the maximum backup number. When the maximum number is reached, the oldest version will be
overwritten.
8. Click Field description to view the FortiVoice data value number and description.
9. Click Apply.
Setting caller priorities
You can set call answering priorities for callers entering the call queue. A new call always starts with the lowest priority.
However, a queue manager with privileges can change the priority of a call on the agent console of the user portal.
To set caller priorities
1. Go to Call Center > Configuration > Global Setting.
2. Enter the caller’s highest and lowest priorities.
3. Click Apply.
Configuring agent profiles
Create agent profiles to define agent privileges for processing calls. Agent profiles become effective when they are
applied to the agent extensions. For more information on extensions, see Configuring IP extensions on page 176.
To create an agent profile
1. Go to Call Center > Profile > Profile.
2. Click New.

Name Enter a name for the profile.
Agent Select the calls an agent can make or process.
Pickup call from Select to allow the agent to answer queue calls.
queue
Ring no answer Select the action to take when nobody answer a call in the queue.

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l Do nothing: No action is taken and the call keeps ringing.
l Auto pause: The call is paused automatically.
l Auto logout: The agent to whom this profile applies is automatically logged out of the
queue.
l Auto hold off: The call is automatically put on hold.
Hold off time If you select Auto hold off for Ring no answer, enter the time to put a call on hold.
Queue Select to allow an agent to prioritize the calls in the queue or transfer calls to another
queue on the agent console of the user portal.
If you select Caller prioritization, the Priority button appears on the agent console of the
user portal. If you select Transfer call to another queue, the Transfer button appears on the
agent console of the user portal.
For Paused agent ring option, if you want to ring agents in pause status, select Ring
Targeted.
Agent Console Select Enable agent console to choose the widget and GUI popup alert for an agent to
Privilege view on the agent console of the user portal.
Manager Privilege If the agent is a manager, select the privileges to manage the agents using the agent
console of the user portal.
The privileges include coaching, listening, and logging in and logging out agents, or
pausing and resuming agents.
Monitoring Console Select to enable monitoring console on the user portal.
Privilege
Monitoring Queue
Member of Select to enable the agent to only monitor the queues of which the agent is a member.
queues
Selected Select the queues the agent is allowed to monitor by moving the selected queues from the
Available field to the Selected field. The Available field lists all queues regardless if the
agent is a member of them.
All Select to allow the agent to monitor all call queues.
4. Click Create.
Working with call queue statistics
Go to Call Center > Statistics to view agent and queue daily summaries. You can also download the summaries. The
summaries cover a period of 30 days.
To view agent daily summary

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1. Go to Call Center > Statistics > Agent Daily Summary.

Date The date of the agent call summary.
Agent The agent ID.
Work Time The agent’s total work hours for the queue that the agent worked the longest.
Talk Time The total time the agent talked on the phone in all queues combined.
N/A Time The total time the agent was away from the phone in all queues combined.
Total Answered The total calls the agent answered in all queues combined.
Total RNA The total calls not answered by the agent in all queues combined.
Out. Call The outgoing calls made by the agent. This option is dependent on your queue
management configuration inCreating call queues and queue groups on page 249.
Out. Talk Time The total time of outgoing calls made by the agent. This option is dependent on your
queue management configuration in Creating call queues and queue groups on page 249.
Voicemail The number of voicemails left on the agent's extension.
To view queue daily summary

1. Go to Call Center > Statistics > Queue Daily Summary.

Date The date of the call queue summary.
Queue The queue name.
Calls The number of calls reached this queue.
Abandoned The number of calls that gave up after reaching the queue.
Overflow The number of callers exceeding the maximum waiting callers set for the queue and timed-
out waiting callers.
See Maximum queue capacity on page 250.
Talk Time The total phone talk time of the queue.
Wait Time The total time for holding calls in the queue.
Out. Call The outgoing calls made by the agents in the queue. This option is dependent on your
queue management configuration in Creating call queues and queue groups on page 249.
Out. Talk Time The total time of outgoing calls made by the agents in the queue. This option is dependent
on your queue management configuration in Creating call queues and queue groups on
page 249.

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Configuring call center report profiles and generating reports
The Call Center > Report > Report tab displays a list of report profiles.
A report profile is a group of Setting that contains the report name, its subject matter, its schedule, and other aspects that
the FortiVoice unit considers when generating reports from log data. The FortiVoice unit presents the information in
tabular and graphical format.
You can create one report profile for each type of report that you will generate on demand or on a schedule.
Generating reports can be resource intensive. To avoid phone processing performance

impacts, you may want to generate reports during times with low traffic volume, such as at
night. For more information on scheduling the generation of reports, Configuring the report
schedule on page 273.
To view and configure report profiles

1. Go to Call Center > Report > Report.

Clone Select a report and click this button to duplicate a report with a new name.
Generate Select a report and click this button to generate a report immediately. See
Configuring report email notifications on page 321.
View Reports Click to display the list of reports generated by the FortiVoice unit. You can
delete, view, and/or download generated reports. For more information, see
Viewing generated reports on page 38.
View Supported Query Click to display supported query summary.
Name Displays the name of the report profiles.

Department The department to which the report belongs.
Schedule Displays the frequency with which the FortiVoice unit generates a scheduled
report. If the report is designed for manual generation, Not Scheduled appears
in this column.

A multisection dialog appears.
3. In Name, enter a name for the report profile.
Report names cannot include spaces.
4. In Department, select the department for this report.
For information about departments, see Creating extension departments on page 206.
5. Collapse each option and configure the following as needed:
l Configuring the report query selection on page 272
l Configuring the report time period on page 272
l Configuring report email notifications on page 272
l Configuring the report schedule on page 273
l Generating a report manually on page 273

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6. Click Create.
Configuring the report query selection
When configuring a report profile, you can select the queries that define the subject matter of the report.
Each report profile corresponds to a chart that will appear in the generated report.
To configure the report query selection
2. Click New.
3. Expand Query List and click New.
Name Enter a name for this query.
Category Select a category for the report profile. The report chart will correspond to the category
selected.
Sub category Select a sub query type for the report profile. The report chart will correspond to the type
selected.
Query Depending on your selection of Category and Sub category, choose the specific report you
want to generate. Depending on the report you choose, select queues or agents for which
you want to generate reports.
5. Click Create.
Configuring the report time period
When configuring a call center report profile, you can select the time span of log messages from which to generate the
report.
To configure the report time period
2. Click New.
3. Expand Period to select the time span option you want. This sets the range of log data to include in the report.
4. For Type, choose a relative time, such as Today, Yesterday, Last N hours. If you select an option with an
unspecified “N” value, enter the number of hours, days or weeks in the Value field, as applicable.
Configuring report email notifications
When configuring a report profile, you can have the FortiVoice unit email an attached copy of the generated report, in
either HTML or PDF file format, to designated recipients.
You can customize the report email notification. For more information, see Configuring call report profiles and generating
reports on page 319.

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To configure an email notification

2. Expand Email.
3. Enter the email address of the person who will receive the report notification in the Recipients field. Click + to enter
more email addresses if necessary, or click x to remove an address.
4. In the File format field, select the format of the generated attachment, either HTML, PDF, CSV ZIP,or CSV.
Configuring the report schedule
When configuring a report profile, you can select when the report will generate. Or, you can leave it unscheduled and
generate it on demand. See Generating a report manually on page 273.
To configure the report schedule
2. Expand Schedule.

Type l None: Select if you do not want the FortiVoice unit to generate the report
automatically according to a schedule. If you select this option, the report can only be
generated on demand. See Generating a report manually on page 273.
l Daily: Select to generate the report each day. Also configure Hour.
l Weekdays: Select to generate the report on specific days of each week, then select
those days in These weekdays. Also configure Hour.
l Dates: Select to generate the report on specific date of each month, then enter those
date numbers in These days. Also configure Hour.
Generating a report manually
You can always generate a report on demand whether the report profile includes a schedule or not.
To manually generate a report
2. Click to select the report profile whose settings you want to use when generating the report.
3. Click Generate.
The FortiVoice unit immediately begins to generate a report. To view the resulting report, see Viewing generated
reports on page 38.

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Working with Property Management System
Businesses such as hotels use Property Management System (PMS) to manage their services. The PMS can be
connected to a PBX such as the FortiVoice unit to configure a customer’s room phone by displaying the customer’s
name on the phone, emptying voicemails when a new customer checks in, logging phone calls, setting wake-up calls,
and other services. You can also set the room condition codes for room maids to record the room cleaning status using
the room phone.
This option is only available if you have purchased the hotel management license and
uploaded that license to the FortiVoice phone system.

l Configuring hotel management settings on page 274
l Configuring hotel room status on page 277
Configuring hotel management settings
Hotel Management > Setting lets you configure the Setting for the FortiVoice unit to interoperate with your PMS, set the
room condition codes, such as setting 1 to represent that maid is present and 4 to represent the out-of-service status,
and configure guest check in and check out actions.
Configure your PMS settings accordingly.
This section covers the various PMS protocols, checkin/checkout options, and minibar codes:
l To configure hotel management settings using the FortiVoice protocol on page 274
l To configure hotel management settings using the Micros protocol on page 275
l To configure hotel management settings using the Comtrol protocol on page 276
l To configure check in and check out actions on page 276
l To set minibar codes for room maids to order room items on page 277
To configure hotel management settings using the FortiVoice protocol
1. Go to Hotel Management > Setting > PMS.

Enabled Select to enable the PMS.
Protocol Select the FortiVoice protocol. This is the protocol that the FortiVoice unit will use to
communicate with the PMS.
Port Enter the port number that connects to the PMS.

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Note that you need to use an adapter for the FortiVoice-PMS connection. From the port
you configured, connect the PMS serial cable to the adapter and then connect the RJ45
cable from the FortiVoice unit to the adapter.
Network Setting Enter the IP address and netmask of the PMS. If the PMS uses serial connection to an
adapter, enter the IP address and netmask of the adapter.
If you have multiple PMSes, you may enter multiple trusted hosts.
3. Click Apply.
To configure hotel management settings using the Micros protocol

Protocol Select the Micros protocol. This is the protocol that the FortiVoice unit will use to
Serial connection Select to connect to the PMS using a serial cable.
LRC Select to perform longitudinal redundancy check (LRC).
Mode Choose to use the FortiVoice unit as Server or Client when connecting to the PMS.
If it is used as client, enter the server IP address in the Server field.
Call billing Select to activate call billing.
Enable link If your PMS device needs the link establishment to exchange data with the FortiVoice
establishment phone system, select to activate this function.
Data sync When the FortiVoice unit is connected to the PMS, it constantly receives all room-based
information such as guest name, room privileges, and check in and check out times from
the PMS.
Fortinet recommends performing a manual data sync at off-hours

because all related operations, such as check in and check out, are
suspended during a data sync.

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Normally, you do not need to click the Data sync button because the data synchronization
is automatic. However, if you need to perform a data synchronization, click Data sync.
3. Click Apply.
To configure hotel management settings using the Comtrol protocol

Protocol Select the Comtrol protocol. This is the protocol that the FortiVoice unit will use to
Mode Choose to use the FortiVoice unit as Server or Client when connecting to the PMS.
If it is used as client, enter the server IP address in the Server field.
Call billing This option is only available for Micros and Comtrol protocols.
Select to activate call billing.
Data sync When the FortiVoice unit is connected to the PMS, it constantly receives all room-based
information such as guest name, room privileges, and check in and check out times from
the PMS.
Fortinet recommends performing a manual data sync at off-hours

because all related operations, such as check in and check out, are
suspended during a data sync.
Normally, you do not need to click the Data sync button because the data synchronization
is automatic. However, if you need to perform a data synchronization, click Data sync.
3. Click Apply.
To configure check in and check out actions
1. Go to Hotel Management > Setting > Option.

Check In Action
Reset Set the guest information and room condition to make a room check-in ready.

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l Privilege: Select to enable phone call restriction (internal, local, or long distance) and
user privilege (option 1, 2, 3) for the room.
If you choose this option, select a Privilege for the room user. For information on
setting user privileges, see Configuring user privileges on page 148
l Guest name: Select to display room number or guest name on the room extension. In
the Name field, enter %%NUMBER%% or %%NAME%%.
l Room condition: Select to clear any condition set for the room.
Check Out Action
Reset Set the guest information and room condition to make a room check-out ready.
l Privilege: Select to enable phone call restriction (internal, local, or long distance) and
user privilege (option 1, 2, 3) for the room.

If you choose this option, select a Privilege for the room user. For information on
setting user privileges, see Configuring user privileges on page 148
l Guest name: Select to display room number or guest name on the room extension. In
the Name field, enter %%NUMBER%% or %%NAME%%.

l Room condition: Select to clear any condition set for the room.
l Voicemail: Select to clear all voicemails for the room extension.
l Wake-up call: Select to clear all wakeup call setups for the room extension.
Advanced Choose the order for room maids to request for room item by phone. You can choose to
dial the item code or number first.
For example, if you choose to dial code first and want to request for two beers (code 1) and
three waters (code 2), you can dial 1*2*2*3.
For information on item code, see To set minibar codes for room maids to order room
items on page 277.
3. Click Apply.
To set minibar codes for room maids to order room items
1. Go to Hotel Management > Setting > Minibar Code.
2. Click New.
3. Enter the item name, for example, Beer.
4. Enter the item code, for example, 5.
5. Click Create.
A room maid can dial the code to order things needed for the room using the room phone. For more information, see
Advanced on page 277.
Configuring hotel room status
Hotel Management > Room Status lets you set hotel room status.
When the PMS and the FortiVoice unit is properly connected and the PMS is enabled on the FortiVoice unit, all hotel
room extensions appear on the FortiVoice unit.
To batch-configure hotel room statuses

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1. Go to Hotel Management > Room Status and click Server Info.

A green dot means the FortiVoice unit is connected with the PMS. Otherwise, a red dot appears.
2. Click Close.
3. Select more than one room in the list.
Depending on the situations of the rooms you select, the Check in, Check out, Privilege, Room condition, Room
setting, and VIP setting buttons become active.
A green dot under Guest means this guest room’s extension is bound with the room. Otherwise, a red dot appears.
For more information, see Guest phone on page 278.
4. Click a button to batch-configure the room status and apply it to all rooms selected.
To configure a single hotel room status
1. Go to Hotel Management > Room Status.
2. Select a room extension and click Edit.

Guest phone Select to bind the extension with the room and make the room a guest room.
Number The extension number of the room. You can click the number and modify it if required. For
more information, see Configuring IP extensions on page 176.
Room The hotel room number. You can click the number and modify it if required.
Location Click to enter the room location.
Guest Setting This option appears only if you have enabled Guest phone.
Checked-in Enable the room status to checked-in.
VIP setting Select to set the guest as a VIP. Specific VIP treatments are determined by each hotel.
Room condition Select the cleaning status of the room.
You can add a new code or edit the current one:
1. Click New to add a code or select an existing code and click Edit to modify it.
2. Select the protocol for connecting to your PMS.
3. Enter a code number.
4. Enter the code description.
5. Click Create.
Guest name Enter the name of the guest for this room.
This option is available only if Checked-in is enabled.
Privilege Select phone call restriction (internal, local, or long distance) and user privilege (option 1,
2, 3) for the room. For information on setting user privileges, see Configuring user
privileges on page 148.
This option is available only if the Checkin status is Checked-in.
DND Select if the guest of the room does not want to be disturbed.
This option is available only if Checked-in is enabled.
4. Click OK.

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Configuring phone auto dialer
With the auto dialer function, the FortiVoice unit can be configured to automatically dial telephone numbers. After the call
is answered, the FortiVoice unit plays a recorded message.
l Setting up an auto dialer campaign on page 279
l Creating a recorded broadcast message on page 280
l Adding contacts and contact groups on page 280
l Configuring auto dialer settings on page 281
l Viewing auto dialer reports on page 281
Setting up an auto dialer campaign
Auto Dialer > Campaign > Campaign allows you to set up an auto dialer task to broadcast a recorded message to the
dialed phone numbers.
To set up an auto dialer campaign
1. Go to Auto Dialer > Campaign > Campaign.

Name Enter a name for the campaign.
Caller ID Enter the caller ID to be displayed on a called phone. You can also select an extension
number instead.
Status The current status of the campaign.
Sound file Select a recorded message that you want to broadcast. You can also create a new one.
For more information, see Creating a recorded broadcast message on page 280.
Retry Enter the number of times you want to retry calling.

Description Enter any notes you have for this campaign.
External Numbers Click in the field and select the external phone numbers you want to autodial. Click Close.
You can add these numbers by going to Auto Dialer > Contact > Contact/Contact Group.
See Adding contacts and contact groups on page 280.
Internal Numbers Click in the field and select the internal phone numbers you want to autodial. Click Close.
These numbers are the internal extensions on the FortiVoice unit.
3. Click Create.
4. If you want to start a campaign, in the campaign list, select one with a status other than Completed and click Start on
top of the screen.

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5. Select a campaign start and end time.

6. Click Create.
Creating a recorded broadcast message
Auto Dialer > Campaign > Audio allows you to create a sound file for the auto dialer to broadcast.
To create a sound file
1. Go to Auto Dialer > Campaign > Audio.
2. Click New.
3. Enter a name for the sound file.
4. Select an Action:
l If you want to upload a sound file, make sure that the sound file is a WAVE file (.wav) in PCM format and with a
maximum size of 10 MB.

l Upload: Click to upload a sound file.
l Record: Click to enter a phone number and click Send. When the phone rings, pick up the receiver, and record
your message.
l Play: After a file is uploaded or recorded, click to play it.
l Download: After a file is uploaded or recorded, click to download it.
5. Click Create.
Adding contacts and contact groups
Auto Dialer > Contact > Contact/Contact Group allows you to add contacts and contact groups that can be used in an
auto dialer campaign. You may also import or export the contacts.
To import multiple auto dialer contacts using a CSV file or vCard, the Auto Dialer Read+Write permission
must be enabled in your admin profile. For more information, see Configuring administrator profiles on
page 56.
To add a contact
1. Go to Auto Dialer > Contact > Contact.
2. Click New and enter the contact information.
3. Click Create.
To add a contact group
1. Go to Auto Dialer > Contact > Contact Group.
2. Click New.
4. Click in the field and select the contacts for the group.
Members are created by adding contacts.

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5. Click Close.
6. Click Create.
Configuring auto dialer settings
Auto Dialer > Setting allows you to set the maximum of 64 call channels for campaigns. The default is 10. This value
represents the number of phones that can be auto dialed at the same time.
Viewing auto dialer reports
Auto Dialer > Report allows you to view the status of the auto dialer campaigns, including campaign IDs and names, call
status, total number of campaigns, number of uncalled, answered, unanswered calls, and retries, and call duration and
time.

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Configuring call features
The Call Features menu lets you configure the settings for many call features such as conference call, auto attendant,
faxing, and much more.
l Configuring auto attendants on page 282
l Mapping speed dials on page 286
l Configuring conference calls on page 287
l Recording calls on page 290
l Creating call queues and queue groups on page 293
l Configuring call parking on page 298
l Configuring fax on page 299
l Setting calendar reminder on page 307
l Modifying feature access codes on page 308
Configuring auto attendants
An auto attendant can answer a telephone line or VoIP number, and can be included in the call cascade of a local
extension, remote extension, or ring group.
An auto attendant can answer a call if the receptionist is away or if you do not have a receptionist. Each auto attendant
has a message with options. The message tells the caller what the options are. You can load a professionally pre-
recorded message, or can record a message using a handset.
Auto attendants limit on FVE models
Model Number of auto attendants supported

FVE-200F8 and FVE-VM-200 20
FVE-300E-T 30
FVE-VM-1000 100
FVE-2000F, and FVE-VM-2000 200
FVE-VM-3000 300
FVE-VM-10000 1000
FVE-VM-50000 1000
To view the list of auto attendants, go to Call Feature > Auto Attendant > Auto Attendant.

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Delete Removes a selected auto attendant. You cannot remove an auto attendant that is used in
another auto attendant configuration.
Name The name of the auto attendant.
Direct Actions The number of key actions configured for the main auto attendant, excluding the key actions
for the subsidiary auto attendants.
To create an auto attendant

1. Go to Call Feature > Auto Attendant > Auto Attendant and click New.

Name Enter a name for the auto attendant.
Default language Select the language for the auto attendant greeting message (sound file). If you select
Default, the greeting message will be the same as what you set for the FortiVoice unit. For
more information, see Setting PBX location and contact information on page 111.
You can also select other languages. The language files are created in Managing phone
audio settings on page 125.
Greeting mode If you select Simple, select a greeting message (sound file) for the auto attendant. See
Greeting on page 283.
If you select Scheduled to add a scheduled greeting, do the following:
l In Scheduled Greeting Setting, click New.
l In the Schedule field, select a schedule for the greeting. Scheduled are created in

l In the Greeting field, select a sound file. You can click New to add a new file or Edit to
modify the selected one. For more information, see Managing phone audio settings
on page 125.
l Click Create.
Greeting Select a greeting message (sound file) for the auto attendant. You can edit a selected file
or create a new one. For more information, see Managing phone audio settings on page
125.
This option is only available if you select the Simple greeting mode.
Ringing for Enter the number of seconds for the phone to ring before the auto attendant answers with
the greeting message.
Timeout action after Enter the number of seconds that an auto attendant should be allowed to wait before the
caller takes further action according to the voice instructions.
Select the action when the auto attendant timeout is reached.
l Dial Operator: The call is transferred to an operator.
l Dial Extension: The call is transferred to the extension you select. You can edit a
selected extension or create a new one. For details, see Configuring IP extensions on
page 176.
l Go to Voicemail: The call is transferred to a voicemail box. Select the voicemail
extension.
l Ring Group: The call is transferred to a ring group. Select the ring group. For more

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information, see Creating ring groups on page 207.
l Call Queue: The call is transferred to a call queue. Select the queue. For more
information, see Creating call queues on page 250.
l Start Over: The auto attendant will repeat the instructions for the caller. Also enter the
maximum times to repeat.
l Hang Up: The call will be terminated.
Invalid input action Enter the number of seconds that an auto attendant should be allowed to wait after the
after caller enters an invalid input.
Select the action when the caller enters an invalid input.
Dial Pad Key Action Configure the auto attendant keys for callers to use when navigating through the auto
attendant hierarchy.
For more information, see “Configuring key actions” on page 241.
Advanced Upon finishing configuring these functions, you need to inform the users on how to use
them after they reach the auto attendant.
Access Enable to allow external callers to reach their voicemail boxes by dialing the default
voicemail voicemail prompt code *98 or the code you set. For more information about feature code,
see Modifying feature access codes on page 308.
Dial local Select to enable an external caller to dial local extensions.
number
Override Select to allow a system administrator to dial a code to replace the schedule with a system
schedule schedule. For more information, see Configuring system capacity on page 116.
All recording of Select to enable an external caller to dial into the FortiVoice unit and record a sound file.
prompt sound
file
Call bridge Select an account code for external users to dial into the FortiVoice unit and use the
(DISA) FortiVoice service just like the local extensions. Callers must dial the DISA code followed
by the account code before making the calls. You can edit a selected account code or
create a new one. For more information on DISA code, see Modifying feature access
codes on page 308. For more information on an account code, see Configuring account
codes on page 174.
Outbound Click in the field and select the outbound dial plan for users to call the FortiVoice unit and
dialplans use it to make outbound calls. Click Close. For details, see Configuring outbound dial
allowed for plans on page 243.
access
Business group This option is available on FVE-500F and larger models only.
Select a business group to enable an external caller to dial into an extension within the
group using the shortened number. For information about business group, see Creating
business groups on page 213.
Department This option is unavailable on the FVE-20E2 and FVE-50E6 models.
Select or add a department to allow a caller to access the phone directory categorized by
department. Make sure to also enable the Include subdirectory setting in Configuring

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Survival branch This option is available on FVE-300E-T, FVE-VM-500, and larger models.
Select or add a survival branch to allow a caller to access phone directory entries that
belong to a FortiVoice survivability branch. Make sure to also enable the Include
subdirectory setting in Configuring system capacity on page 116.
3. Click Create.
Configuring key actions
Configure the auto attendant dial pad keys for callers to use when navigating through the auto attendant hierarchy.
For more information, see Dial Pad Key Action on page 284.
To configure a key action
1. While configuring an auto attendant, click New under Dial Pad Key Action.
2. For Key, enter the key number that transfers a call to a resource, if pressed.
3. For Language, select the language to be used for this key action.
4. Select an Action:

No Action The call is not transferred to any resource.
Play Announcement Play an announcement that includes details such as directions, business hours.
l Select the sound file for the announcement. You can click Edit to modify an existing
one or New to add a new one. For information on sound files, see Managing phone
l Select an action to follow the announcement:
l No action: The auto attendant takes no action.

l Hang up: The call will be terminated.
l Start over: The auto attendant will repeat the announcement.
l Auto attendant: The call is routed to another auto attendant, which allows actions
to be nested into a powerful call routing system.
Dial Operator The call is transferred to the operator.
Dial Extension The call is transferred to a specified local extension.
Select the extension. You can click Edit to modify an existing one or New to add a new
one. For more information, see Configuring extensions on page 176.
Go to Voicemail The call is transferred to a voice mailbox, allowing the caller to leave a message.
Select the voice mailbox. You can click Edit to modify an existing one or New to add a new
one. For more information, see Configuring IP extensions on page 176.
Ring Group The call is transferred to the call queue of a ring group. The call is placed on hold. The
system will ring the next available extension in the ring group.

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Select the ring group. You can click Edit to modify an existing one or New to add a new
one. For more information, see Creating extension groups on page 205.
Dial Number The call is transferred to a specified remote extension number.
Enter the remote extension number. For more information, see Configuring remote
Call Queue The call is transferred to a call queue.
Enter the call queue configuration. For more information, see Creating call queues and
queue groups on page 249.
Lookup Name Access the dial-by-name directory so the caller can find a user’s extension number by
Directory entering the user’s name.
Select the Directory. For details about the directory and subdirectory selection, see the
Directory section in Configuring system capacity on page 116.
Change Language Change the auto attendant greeting language. Select the language and a follow-up action.
If you choose Auto attendant for the follow-up action, select the auto attendant.
For Language, if you select Default, the greeting message will be the same as what you
set for the FortiVoice unit. For more information, see Setting PBX location and contact
You can also select other languages. The language files are created in Managing phone
Auto Attendant Route the call to another auto attendant, which allows actions to be nested into a powerful
call routing system. For example, the main auto attendant can say “Press one for English.
Oprima dos para Español.” Option 1 goes to the English auto attendant and option 2 goes
to the Spanish auto attendant.
Select an auto attendant. For information on creating auto attendants, see Configuring
auto attendants on page 282.
Start Over The auto attendant will repeat the announcement.
Hang Up The call is terminated.
IVR The IVR action is visible when you purchase a call center license and upload that license
to the FortiVoice unit.
Route the call to the FortiVoice IVR system. For more information, see Configuring IVR on
page 258.
5. For Music on hold, select the voice prompt to be used for this key action. See Managing phone audio settings on
page 125.
6. Optionally, enter any comments about this key action.
7. Click Create.
Mapping speed dials
For fast and efficient dialing, use the speed dial pattern to map the phone numbers, mostly outbound numbers.

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You can map a speed dial code directly to a number if you only have a few numbers to map. You can also use speed dial
rules to map a group of numbers.
To map a speed dial number
1. Go to Call Feature > Speed Dial > Number.
2. Click New.
4. For Dialed Code, enter the number based on the speed dial number pattern you set. For example, 333. For more
information, see To set speed dial rules for mapping groups of numbers on page 287.
5. Enter the phone number to map to the speed dial code.
You can enter digits 0–9, space, dash, comma, # and *.
Speed dial pattern accepts # as the lead digit (for example, #XX or #613XXX).
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 pressing the
speed dial code you set, auto attendant 1-123-1234 is reached, and after two seconds, extension 5678 is
A semicolon pauses dialing for one second, for example, 1-123-222-1234; 5678#. In this case, once pressing the
speed dial code you set, auto attendant 1-123-1234 is reached, and after one second, extension 5678 is
6. Optionally, enter a note for the mapping, such as “This is for customer A”.
7. Click Create.
To set speed dial rules for mapping groups of numbers
1. Go to Call Feature > Speed Dial > Rule.
2. Click New.
4. For Dialed Pattern, enter a speed dial pattern supported by the FortiVoice unit, for example, *83XXX.
For information on setting speed dial number pattern, see Configuring PBX options on page 113.
5. For Mapped Pattern, enter the phone number pattern to map to the dialed pattern, for example, 6112239XXX.
The mapped pattern tail’s number of digits must match that of the dialed pattern.
6. Optionally, enter a note for the mapping.
7. Click Create.
In our example, when you dial *83111, phone number 6112239111 will be reached.
Configuring conference calls
The Call Feature > Conferencing tab lets you configure and enable conference call settings.
FortiVoice allows two types of conferencing:
l User conferencing: You can configure and enable a user conference call privilege for extension users to hold their
own conference calls on the user portal. For details about adding a conference call event, see the FortiVoice User
Portal Guide.
l Admin conferencing: The administrator can set up static or dynamic conference calls for the users using the
FortiVoice GUI. Static conference calls are configured directly on the GUI whereas dynamic conference calls are
configured using the calendar.

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To configure user conferencing

1. Go to Call Feature > Conferencing > User Conferencing.

Enabled Select to activate this conference call.
Number Enter an extension number that is mapped to the external number callers can dial to join a
conference call.
External numbers Click the Edit icon and enter the external phone number that callers can dial to join a
info conference call. Conference organizers can share it with the participants.
Music on hold Select to play background music that callers hear after the joining message and leaving
message are played.
For information on creating music on hold file, see Managing phone audio settings on
page 125.
Quiet mode Select to not record and announce participant's name.
Users Click New to add the extension users who have the privilege to organize conference calls.
l User: Select the extension for the user.
l Conferencing ID: Enter the ID (from 3 to 10 digits) that users need to organize
conference calls. You can also click Generate to get a system generated ID. Click
Create.
Click View Scheduled Conferences to display the conferences that have been scheduled
and pick a free time slot for your conference schedule.
3. Click Apply.
To set up a static conference call
1. Go to Call Feature > Conferencing > Admin Conferencing and click New.

Mode Select Static.
Name Enter a conference call name.
Number Enter a number that callers can dial to join a conference call.
Setting
Display name Enter the name displaying on the conference call extension, such as “HR”.
Attendee PIN Enter a password for joining the conference call. A caller needs to dial the conference call
number and enter this password to join the conference call. The default is 123456.
This password is always valid and should only be sent to the people who need it.
Organizer PIN Enter the PIN number to be used by the conference organizer to host a conference call.
The default is 123123.
This password is always valid and should only be sent to the people who need it.

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Description Enter any notes you have for this conference call.
message are played.
page 125.
Quiet mode Select to not record and announce participant's name.
Recursive If you want conference calls on repeating schedules, select this option and click New to
Schedules select a schedule. Enter a password for joining the conference call and click Create.
This option is useful if you want to limit the participants to a particular recursive conference
call. They can only join the conference call during the scheduled time period and by
entering the password you set.
For information on setting up a schedule, see Scheduling the FortiVoice unit on page 154.
One Time If you want to set up a one time conference call, select this option and click New to enter
Schedules the start and end time. Enter a password for joining the conference call and click Create.
This option is useful if you want to limit the participants to a particular one time conference
call. They can only join the conference call during the scheduled time period and by
entering the password you set.
If the one time schedule conflicts with the recursive schedule, the one time schedule has
priority.
3. Click Create.
To configure a dynamic conference call
1. Go to Call Feature > Conferencing > Admin Conferencing and click New.

Mode Select Dynamic.
Name Enter a conference call name.
Number Enter the number that callers can dial to join a conference call.
Setting
Display name Enter the name displaying on the conference call extension, such as “HR”.
Description Enter any notes you have for this conference call.
message are played.
page 125.
Quiet mode Select to not to record and announce participant's name.
3. Click Create.

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4. In the conference call list, select the one you created.

5. Click View Scheduled Conferences and double-click a date to schedule a conference.
6. Click OK.
Recording calls
For supervising and monitoring purposes, you can record incoming and outgoing calls to and from the extensions
matching the caller number patterns or dialed number patterns you set. You can also select the recorded file format and
archive the recorded calls.
l Configuring call recordings on page 290
l Archiving recorded calls on page 292
l Setting the file format for recorded calls on page 293
Configuring call recordings
Call Feature > Call Recording > Policy allows you to configure call recordings by creating, editing, removing, saving, or
viewing a recording.

View Recordings Click to view, listen, search, or save the recordings. You can also do so by going to
Status > Storage > Recorded Calls. For details, see Playing recorded calls on
page 42.
Enabled Select to activate this call recording service.
Name The name of the call recording service.
Description Information of call recording configuration.
To configure a call recording

1. Go to Call Feature > Call Recording > Policy.
2. Click New.

Enabled Select to activate this configuration.
Name Enter a name for this configuration.
Description Select the category of calls you want to record: by phone number, department,
user group, trunk, or queue.
Caller number pattern This option appears if you select By Phone Number for Description.
Enter the number pattern to match the callers’ phone numbers following the
pattern:
^[0-9XNZ]*[^\.]*$

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where X=(0-9), Z=(1-9), and N=(2-9).
The phone calls from the numbers matching the pattern will be recorded.
Dialed number pattern This option appears if you select By Phone Number for Description.
Enter the number pattern to match the dialed phone numbers following the
pattern:
^[^_][0-9XNZ\.]*$
where X=(0-9), Z=(1-9), and N=(2-9).
The phone calls to the numbers matching the pattern will be recorded.
Department This option appears if you select By Department for Description.
Select the extension department of which you want to record the calls. You can
add a new department or modify an existing one. For more information, see
Creating extension departments on page 206.
Group This option appears if you select By User Group for Description.
Select the user group of which you want to record the calls. You can add a new
group or modify an existing one. For more information, see Creating user
groups on page 206.
Trunk This option appears if you select By Trunk for Description.
Select the trunk of which you want to record the calls. You can add a new trunk
or modify an existing one. For more information, see Configuring trunks on
page 217.
Queue This option appears if you select By Queue for Description.
Select the call queue of which you want to record the calls. For more
information, see Creating call queues and queue groups on page 249.
Direction This option appears if you select By Queue for Description.
Select the direction of call queue of which you want to record the calls.
Record ratio Enter the percentage of calls that you want to record. This value is a rolling
percentage.
In the following example scenario, FortiVoice records 50% of calls:
a. Set the record ratio to 50.
b. With a system that has no recorded calls, you are at 0% of recorded calls.
The system records the first call. With the first call recorded, the record
ratio is now at 100%.
c. To reach the 50% record ratio, the system will not record the second call.
d. With the record ratio at 50%, the system does not record the third call and
the record ratio drops below 50%.
e. With the record ratio below 50%, the system records the fourth call to
achieve the 50% ratio again.
To summarize this example scenario, the system has received four calls
and recorded two calls to achieve the recorded ratio of 50%.

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The following settings can have an effect on the recorded call storage:
l Retention duration on page 292
l Archiving recorded calls on page 292

l Setting the file format for recorded calls on page 293
Retention duration Enter the days for which you want to keep the recordings.
File name format Select the format of the downloaded recorded call files generated under this
policy.
The file format is useful when you filter downloaded recorded call files in
Monitor > Storage. See Viewing recorded call and fax storage on page 42.
3. Click Create.
Archiving recorded calls
Configure the settings to archive the recorded calls.

To configure the recording archive settings
1. Go to Call Feature > Call Recording > Archive.

Rotation Setting
Recording rotation size Enter the recorded file rotation size and time.
Recording rotation time When the file reaches either the rotation size or time specified, whichever
comes first, the archiving file is automatically renamed. The FortiVoice unit
generates a new file, where it continues saving recording archives. You can
access all rotated files through search.
Archiving options when Specify what the FortiVoice unit should do if it runs out of disk space. Select
disk quota is full Overwrite to remove the oldest archived folder in order to make space for the
new archive, or select Do Not Archive to stop archiving more recorded calls.
Destination Setting
Destination Select an archiving destination:
Local: The FortiVoice unit’s local hard drive or a NAS server.
Remote: A remote FTP or SFTP storage server.
Local disk quota If Local is the archiving destination, enter the disk space quota.
The total disk quota for archiving calls cannot exceed 50% of the total storage
disk size. For example, if the storage disk has a size of 100 GB, a maximum of
50 GB can be used for call archiving.
If this quota is met and a new call must be archived, the FortiVoice unit either
automatically removes the oldest call archive folder in order to make space for
the new archive or stops archiving, depending on the Setting you specify under
Rotation Setting on page 292.

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If Remote is the archiving destination, configure the following:
Protocol Select the protocol that the FortiVoice unit will use to connect to the remote
storage server, either SFTP or FTP.
IP address Enter the IP address of the remote storage server.
User name Enter the user name of an account the FortiVoice unit will use to access the
remote storage server, such as FortiVoice.
Password Enter the password for the user name of the account on the remote storage
server.
Remote directory Enter the directory path on the remote storage server where the FortiVoice unit
will store archived calls, such as /home/fortivoice/call-archives.
Remote cache quota Enter the FortiVoice cache quota that is allowed to be used for remote host
archiving. The total cache quota for archiving calls cannot exceed 20% of the
total storage disk size. For example, if the storage disk has a size of 100 GB, a
maximum of 20 GB can be used for call archiving.
If this quota is met and a new call must be archived, the FortiVoice unit either
automatically removes the oldest call archive folder in order to make space for
the new archive or stops archiving, depending on the Setting you specify under
Rotation Setting on page 292.
Schedule Select a schedule for the archiving. Click Edit to modify the selected schedule
or click New to configure a new one.
3. Click Apply.
Setting the file format for recorded calls
Select the file format for recorded calls. FortiVoice has the following two levels of recording quality and associated KB
per minute of recorded call:
l Standard, PCM which equals to 950 KB per minute of a recorded call.
l Low rate GSM, which equals to 95 KB per minute of a recorded call.
To set the file format for recorded calls
1. Go to Call Feature > Call Recording > Setting.
2. Select the recording bitrate setting: Standard, PCM, 128Kbps or Low Rate, GSM, 6.10, 13Kbps.
3. Click Apply.
Creating call queues and queue groups
This option is only available if you have not purchased and installed the call center license.
If you have purchased and installed the call center license, then the call queue related menus
are visible under Call Center > Call Queue instead. For more details, see Setting up a call
center on page 249.

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Call queuing or automatic call distribution (ACD), enables the FortiVoice unit to queue up multiple incoming calls and
aggregate them into a holding pattern. Each call is assigned a rank that determines the order for it to be delivered to an
available agent (typically, first in first out). The highest-ranked caller in the queue is delivered to an available agent first,
and every remaining caller moves up a rank.
With call queuing, callers do not need to dial back repeatedly trying to reach someone, and organizations are able to
temporarily deal with situations when callers outnumber agents.
l Creating call queues on page 294
l Creating queue groups on page 298
Creating call queues
Configure a call queue and add it in an inbound dial plan as a call handling action to make it effective. For more
information, see Configuring inbound dial plans on page 237.
Call queues consist of:
l Incoming calls waiting in the queue
l Agents who answer the calls in the queues
l A plan for how to handle the queue and assign calls to agents
l Music played while waiting in the queue
l Announcements for agents and callers
Depending on their privileges, agents can log into a queue to answer calls or transfer calls to another queue, which can
then be answered by another available agent.
Agents can be static or dynamic. Static agents are always connected to the queues, and dynamic agents need to log into
the queue in order to process calls.
1. Go to Call Feature > Call Queue > Call Queue.

Enabled Select to activate this call queue.
Queue ID Enter an ID for the queue.
Number Enter an extension for callers to dial and enter into a call queue following the
extension number pattern. See Configuring PBX options on page 113.
This is another way to use a call queue configuration in addition to adding it in
an inbound dial plan as a call handling action.
In this case, the dial plan ignores this extension and still uses the extension to
which it is applied for call queue action.
Display name Enter the queue name displaying on the queue extension, such as Support.
Description Enter any notes about this queue.

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Department Select the department to which the queue belongs. For information on creating
departments, see Creating extension departments on page 206.
Queue Setting
Distribution policy l Ring all: rings all available agents (default).
l Round Robin: rings all agents in a queue equally in some rational order,
usually from the top to the bottom of a list and then starting again at the top
of the list and so on.
l Sequential: rings each agent in a sequential manner regardless of
whether they have answered calls.
l Random: rings an agent at random.
l Least Recent: rings the agent that least recently received a call.
l Fewest Calls: rings the agent that has completed the fewest calls in this
queue.
l Weight Random: rings a random agent, but uses the agent’s number of
received calls as a weight.
l Priority Based: rings agents based on call answering priorities for callers
entering the call queue. A new call always starts with the lowest priority.
However, a queue manager with privileges can change the priority of a
call on the agent console of the user portal. See Setting caller priorities on
page 268.
Maximum queue capacity Enter the maximum number of callers for the call queue. When the call queue
is full, other callers will be dealt with according to the OverflowCall Handling
action you set in Queue Overflow on page 297.
The maximum is 100.
Maximum queuing time Enter the maximum call queue waiting time in minutes or seconds, or both.
When the call waiting time is due, the callers in the queue will be dealt with
according to the call handling action you set in Queue Timeout on page 297.
The maximum is 720 minutes.
Ring duration Enter the time in seconds to ring each agent. If a call is not answered when the
ring duration is due, the call is transferred to the next agent. The range is
between 5 to 120 seconds.
Music on hold Select a sound file or music on hold file to play when a caller is waiting. For
more information, see Managing phone audio settings on page 125.
Additional Setting
Distinctive Setting for Announce queue name: Select a sound file that announces the queue name.
Agent You can add a new one or modify an existing one. For more information, see
Managing phone audio settings on page 125.
Caller ID option: Select how you want the IDs of the calls to this queue to
display. If you select Prefix, the queue Display name on page 294 is added
before the caller ID on the agent’s phone. If you select Replace, the queue
Display name on page 294 replaces the caller ID on the agent’s phone.

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Ring pattern: Select a queue extension ring pattern.
Business Schedule Click in the field and select an operation schedule for the queue. For example,
“business_hour” schedule means agents are only available to answer the calls
for this queue during business hours. For information on scheduling, see
Announcement to Caller l Announce holdtime: Select if you want to announce the queue waiting
time to a caller at the set interval. You may also select to announce only
once.
l Announce position: Select to announce a caller’s waiting position in the
queue, such as “You are caller No. 5 in the call queue”.
l No: Do not announce a caller’s position.
l Always: Always announce a caller’s position.
l Abbreviated: Announce a caller’s position only once if the caller is
over the marked position and always announce once before the caller
reaches the marked position.
l Minimal: Announce only when the caller is within the marked position.
l Mark position: Enter the benchmark for selecting Abbreviated or Minimal
setting under Announce position.
For example, if you select Abbreviated and enter 5, a caller’s position is
announced when the caller becomes No. 5 in the queue and announced
only once before the caller becomes No. 5 in the queue.
l Announcement interval: Enter the announcement frequency in seconds.
l Custom announcement: You can also customize the announcement
settings. If you select Periodic or Random, enter the announcement
frequency in seconds in Announcement interval. Also, click in the field and
l Queue Entry Announcement: Select Enable to announce to callers when
they enter a call queue. You can also select to disable this function. Also,
Agent
Agent Members This option is only active when you edit a call queue.
l Click Agent Members for enrolling agents into the queue.
l Click in the field and select the agents for this queue.
l Click Close, then OK.
You can type an agent’s extension or name in the Search field and press Enter
to search for the agent.
Note that a mobile softclient cannot be assigned to the call queue as an agent.
Call Handling
Scheduled Business Hour This option is only available when you edit a call queue.
Call Handling For details, see Configuring scheduled business hour queue call handling

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Non Scheduled Business This option is only available when you edit a call queue.
Hour Call Handling For details, see Configuring scheduled business hour queue call handling
Exit Key Press Call This option is only available when you edit a call queue.
Handling For details, see Configuring exit key press queue call handling actions on page
298.
3. Click Create.
Configuring scheduled business hour queue call handling actions
3. In Call Handling, click Scheduled Business Hour Call Handling.
4. Configure the situation upon which corresponding call process can be configured:

Queue Overflow The situation when callers exceed the maximum waiting callers you set. See Maximum
queuing time on page 250.
Queue Timeout Callers waiting time exceeds the maximum waiting time set in Maximum queuing time on
page 250.
5. For each situation, click New to configure its call handling action.
l Select the FortiVoice operation schedule to implement this call handling action. For more information on
schedules, see Scheduling the FortiVoice unit on page 154.

l Select the call handling action. Depending on the action selected, further configuration may be needed. For
example, if you select Dialextension for Action, enter the extension to which a call is transferred.
Configuring non scheduled business hour queue call handling actions
For some 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 Set call queue priority action, you can add another process
with a Transfer to queue action to complete the call handling. In this case, the call will be processed again with new
priority after it is transferred to the queue.
To configure the call handling action for non scheduled business hour

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3. In Call Handling, click NonScheduled Business Hour Call Handling.
4. On the Call Processing page, click New to configure call handling action.
Configuring exit key press queue call handling actions
Configure the call handling action for the queue to provide more options for callers to leave the voice queue. This action
applies to all calls once they enter into the queue.
To configure the call handling action for exit key press
3. In Call Handling, click Exit Key PressCall Handling.
4. On the Call Processing page, select a key number and click New to configure call handling action.
Creating queue groups
You can group queues together to facilitate queue management.

1. Go to Call Feature > Call Queue > Queue Group.
2. Click New.
4. Click in the field and select the available call queues that you want to include in the group.
5. Click Close, then Create.
Configuring call parking
Call park is a feature for placing a call on hold and then retrieving it from any other local extension. By default, the
FortiVoice unit has 20 park orbits, 301–320.
To view the parked calls, see Viewing parked calls on page 31.
To configure call parking

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1. Go to Call Feature > Call Parking > Call Parking.

2. For Park call number, enter the number to dial to park a call. The default is 300 which has the same effect as the call
park feature code *40. See Mid-Call/DTMF Codes on page 312.
For example, when a user receives a call and wants to park it, the user may:
l Press 300.
The FortiVoice unit selects the first available park orbit (301–320). The user hears a confirmation indicating the
caller has been parked successfully and into which park orbit.
l Provide the park orbit to the person with the parked call through paging or other means. For example, “Mary,
there is a call parked for you in 301”. Mary can then pick up any phone and dial 301 to retrieve the parked call.
3. For Park line start, enter the starting park orbit. The default is 301.
4. For Park line end, enter the ending park orbit. The default is 320.
5. For Parking timeout, enter the time, in seconds, to time out the parked call. The default is 60 seconds.
6. For Music on hold, select the music on hold file to play while the call is place on hold. Click Edit to modify the
selected file or click New to configure a new one. For more information on music on hold, see Managing phone
7. Click Apply.
Configuring fax
The FortiVoice unit supports fax in the following ways:

l Replace your organization's physical fax machine by using the FortiVoice unit to send and receive faxes. The
FortiVoice unit contains a full featured fax server that is able to receive faxes and forward them in PDF format to an
extension’s user portal or a user’s email. End users can log into their FortiVoice user portal to view the faxes and
upload PDF or JPEG files to send faxes. For configuration information, see Receiving faxes on page 299 and
Sending faxes on page 301.
l 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 T.38 first before connecting to the
FortiVoice unit. T.38 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 (see Configuring fax extensions on page
197). You then need to configure the FortiVoice unit to receive and relay faxes to the fax machine (see Receiving
faxes on page 299 and Sending faxes on page 301).
l Receiving faxes on page 299
l Sending faxes on page 301
l Archiving faxes on page 305
l Configuring other fax settings on page 306
Receiving faxes
Configure the FortiVoice unit to receive faxes over the VoIP network and forward the faxes to extensions or emails. You
can configure one or more faxes to meet the needs of different departments, for example.
To configure receiving faxes

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1. Go to Call Feature > Fax > eFax Account.

2. Click New.

Incoming Fax
Setting
Enabled Select to activate this fax.
Name Enter a name for the receiving fax configuration.
Number Enter an extension for this fax. This is where the incoming faxes go to.
Description Enter any notes for the incoming fax setting.
External Numbers Map the DID numbers to the extension of the fax. Incoming faxes to the DIDs will reach the
extension.
To map the DID numbers:
1. Click New.
2. Select Enabled to activate this DID mapping.
3. Select the Incoming trunk used for dialing the DIDs.
4. Enter the DID number that you want to map to the extension of the fax.
5. Click Create.
Select Fax Monitors Click in the field and select the users that can monitor the faxes received on this fax
extension in their FortiVoice user portal and can choose to view, delete, resend, forward,
or download the faxes. Click Close.
The selected users will also receive email notifications when a fax is received if their
extensions are linked with email addresses. The notification will also have a PDF
attachment of the fax if their extensions are configured with email notification attachment
option. For more information, see Setting extension user preferences on page 199.
This is useful if you have a fax that serves several departments.
Fax to Email Enter the email addresses to receive the faxes sent to this extension. Users will receive
the faxes in PDF format.
You may customize the email template. For details, see Customizing call report and
notification email templates on page 116.
Relay to Fax Click in the field and select the fax machines connected to the FortiVoice unit via T.38
Machine adapters. Faxes will be relayed to the selected machines.
Click Close.
Archive Select Fax archive to activate fax archiving and enter the file name to archive following the
formats in the dropdown list.
To view faxes sent and received through the FortiVoice unit, see Viewing archived faxes
on page 43.
4. Click Create.

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Sending faxes
Configure the dial plans for sending faxes. The dialed fax numbers matching the configured number pattern will be
subject to the call handling actions.
The fax sending dial plans will not interfere with phone call dial plans since the FortiVoice unit deals with the dial plans
separately.
For information on dial plans, see Configuring call routing on page 237.
You send faxes in the user portal. Senders will receive email notifications when a fax is sent if their extensions are linked
with email addresses. The notification will inform if the fax has been successfully sent and have a PDF attachment of the
fax if their extensions are configured with email notification attachment option. For more information, see Setting
extension user preferences on page 199.
In addition, senders can always view the status of the fax sent in their FortiVoice user portal. For more information, see
the online help of the user portal.
To view the outbound dial plans, go to Call Feature > Fax > Sending Rule.

Test Select to test if the dial plan is created successfully.
For more information, see Testing dial plans for sending faxes on page 302.
Pattern The phone number pattern in the dial plan that matches other numbers. For details, see Dialed
Number Match on page 301.
Call handling The call handling action for the numbers matching the configured number pattern and the
caller IDs matching the caller ID pattern. For details, see Call Handling on page 301.
To set up a fax sending dial plan

1. Go to Call Feature > Fax > Sending Rule.
2. Click New.

Dialed Number With dialed number pattern matching, you can create one phone number pattern in your
Match dial plan that matches many different numbers.
page 302.
Call Handling Click New to configure the call handling action for the numbers matching the configured
number pattern. For details, see Configuring call handling actions on page 304.
4. Click Create.

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Testing dial plans for sending faxes
After you create a dial plan, you can select the dial plan and click Test to see if the dial plan works.
To test a dial plan
1. Go to Call Features > Fax > Sending Rule.
2. Select the dial plan that you want to test and click Test.
3. Select Test Call - Dry Run or Test Call.

Test Call - Dry Run Run a system outbound dial plan test without making a real phone call.
number
From number Enter the number from which you want to call the destination number. The FortiVoice unit
will connect this number with the destination number for the test.
Test Click to start the dry run test and view the Test result.
Test Call Test the dial plan by making a real phone call.
number
number.
l Connect test call to number: In the Number field, enter the number from which you
want to call the destination number. The FortiVoice unit will connect this number with
the destination number to test the trunk.
Test Click to start the test and view the Test result.
Creating dialed number match
You can create one extension number pattern in your dial plan that matches many different numbers for outbound calls.
The numbers matching this pattern will follow this dial plan rule.
Syntax Description

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Syntax Description
Example: [15-7].
(period) dialed.
In this example, the system looks for a dialed number match that has three or
more digits.
! Acts as a wildcard that matches any digit (including no digits) and allows for any
(exclamation point) number of digits to be dialed.
In this example, the system looks for a dialed number match that has two or more
digits.
Pattern Description
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).
To create a dialed number match

2. Click New.
3. In Dialed Number Match, click New.

Match Pattern Enter the number pattern for this rule (see Pattern-matching syntax on page 302 and
Pattern-matching examples on page 303).
Click + to add more patterns.
Modification You can manipulate the number patterns you entered.
Strip Enter a number to omit dialing the starting part of a pattern. 0 means no action.

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For example, if your Match Pattern is 9XXX and Strip is 1, you only need to dial the last
three digits for this pattern.
Prefix Add a number before a pattern, such as area code.
For example, if your Match Pattern is 123XXXX and its area code is 555, you can enter
555 for the Prefix. When you dial a number under this pattern, you do not need to dial the
area code 555.
Postfix Add a number after a pattern.
For example, if your Match Pattern is 9XXX and the numbers under this pattern have been
upgraded to have an additional digit 5 at the end, you can enter 5 for the Postfix. When you
dial a number under this pattern, you do not need to dial the last digit 5.
5. Click Create.
Configuring call handling actions
Configure the call handling action for the numbers matching the configured number pattern.
2. Click New.
3. In Call Handling, click New.

Schedule Select the FortiVoice operation schedule to implement this plan. Click Edit to modify the
selected schedule or click New to configure a new one. For more information on PBX
Action Select the call handling action for the numbers matching the configured number pattern
and the caller IDs matching the caller ID pattern.
Outgoing trunk Select the trunk for sending faxes. Click Edit to modify the selected trunk or click New to
configure a new one. For more information on trunks, see Configuring trunks on page 217.
Caller ID Select the caller ID modification configuration. Click Edit to modify the selected
modification configuration or click New to configure a new one. For more information on caller ID
modification, see Modifying caller IDs on page 139.
Warning message If you select Allow with warning or Deny with warning in the Action field, select the sound
file for the warning. Click Edit to modify the selected file or click New to configure a new
one. For more information on sound files, see Managing phone audio settings on page
125.
Delay Optionally, if you want to discourage certain users for sending faxes, enter the call delay
time in seconds.
5. Click Create.

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Archiving faxes
Configure the setting to archive the faxes.

To configure archiving faxes
1. Go to Call Feature > Fax > Archive.

Rotation Setting
Fax rotation Enter the archived fax file rotation size and time.
size When the file reaches either the rotation size or time specified, whichever comes first, the
Fax rotation archiving file is automatically renamed. The FortiVoice unit generates a new file, where it
time continues saving recording archives. You can access all rotated files through search.
Archiving Specify what the FortiVoice unit should do if it runs out of disk space. Select Overwrite to
options when remove the oldest archived folder in order to make space for the new archive, or select Do
disk quota is full not archive to stop archiving more recorded calls.
Schedule Select a schedule for the rotation. Click Edit to modify the selected schedule or click New
to configure a new one.
Destination Setting
Destination Select an archiving destination:
Local: the FortiVoice unit’s local hard drive or a NAS server.
Remote: a remote FTP or SFTP storage server.
Local disk If Local is the archiving destination, enter the disk space quota.
quota The total disk quota for archiving calls cannot exceed 20% of the total data disk size. For
example, if the data disk has a size of 100 GB, a maximum of 20 GB can be used for fax
archiving.
If this quota is met and a new fax must be archived, the FortiVoice unit either automatically
removes the oldest fax archive folder in order to make space for the new archive or stops
archiving, depending on the Setting you specify under Rotation Setting on page 292.
If Remote is the archiving destination, configure the following:
Protocol Select the protocol that the FortiVoice unit will use to connect to the remote storage server,
either SFTP or FTP.
IP address Enter the IP address of the remote storage server.
User name Enter the user name of an account the FortiVoice unit will use to access the remote
storage server, such as FortiVoice.
Password Enter the password for the user name of the account on the remote storage server.
Remote Enter the directory path on the remote storage server where the FortiVoice unit will store
directory archived calls, such as /home/fortivoice/call-archives.
Remote cache Enter the FortiVoice cache quota that is allowed to be used for remote host archiving. The
quota above statement regarding the Local disk quota also applied to the cache quota.
3. Click Apply.

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Configuring other fax settings
Configure the station IDs, fax header, T.38 fax options, and fax sending queue for outgoing faxes.
To configure fax settings
1. Go to Call Feature > Fax > Setting.

System station ID Enter a station ID that shows on each fax sent from the FortiVoice unit.
System fax header Enter a fax subject header that shows on each fax sent from the FortiVoice unit.
Maximum Transmission Select the fastest fax transfer speed.
Rate
Minimum Transmission Select the slowest fax transfer speed.
Rate
Enable T.30 ECM (error Enable to monitor the entire fax process from the initial dialing to disconnecting.
correction mode) By enabling this option, if any issues occur in the process, the receiving fax system
will request the sending fax system to resend part or all of the fax information. This
may make the transmission time longer. If it cannot fix the issue detected, it will fail
the fax.
T.38 Fax
Sending Fax: Initiate Select if the fax receiving terminal does not reply to a T.38 invitation.
a T.38 reinvite if the
remote end does not
Sending/Receiving: Select to use G.711 mode if T.38 communication fails.
Fallback to audio
(G.711) mode on
T.38 failure
UDPTL port start T.38/UDPTL uses UDP as its transport protocol.
Enter the UDP Transport Layer start port.
UDPTL port end Enter the UDP Transport Layer end port.
Send Queue
Max retry times Enter the maximum number of times to resend a fax. This is useful if a fax cannot be
sent due to busy lines or other reasons.
Retry interval Enter the time interval between fax sending retries.
Wait time for an Enter the waiting time for a “go-ahead” signal from the fax receiving terminal. After
answer the waiting time is over, the FortiVoice unit will either retry to send the fax or stop
sending it depending on the Max retry times configuration.
3. Click Apply.

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Setting calendar reminder
You can schedule daily events and send event reminders. You first create a reminder record before setting up reminder
events. One reminder record can contain multiple reminder events.
To schedule an event
1. Go to Call Feature > Reminder and click New.
2. Enable the reminder and add notes if required.
3. Enter a name for the reminder.
4. Click Create.
5. In the reminder list, select the reminder record you just created.
6. Click Edit in calendar mode.
7. Double-click a date.

Title Enter a name for the reminder event.
Location Enter the location for the event.
Start time Specify when the event starts.
The start time uses the time zone setting available in System > Configuration > Time.
Recurrence If you want the reminder event to be on a repeating schedule, click None, update the
settings, and click OK.
Description Enter any notes as required.
Guest To add internal phone numbers, click +, select extensions, and click Close.
To add an external phone number, enter a phone number in External, and click . The
number is added to the Guest list.
Reminder audio To send a reminder audio to the selected guest phones, select one of the following
options:
l Default: Select to send a beep sound as the reminder audio. To hear the beep sound,
click Play, and save the GSM file.

l Customized: Select to customize the reminder audio.
a. Click Create New.

b. You have two options to create a customized message:
l To record a message, select an extension and click Call me. You can then
follow the prompts to create a new message.
l To upload a message that you have already recorded:
l Make sure that the sound file you want to upload is a WAVE file (.wav)
in PCM format and with a maximum size of 10 MB.
l Click Upload.
l Select the file and click Open.
c. Click Close.
9. Click Create, then Close.

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Modifying feature access codes
By default, the FortiVoice unit defines the following codes for users to access certain features by dialing the codes. You
can go to Call Feature > Feature Code > Vertical Service Code/Mid-Call/DTMF Code and double-click a feature name to
modify its code and description, but that does not change the mapping between the code and the feature. For example, if
you change the DISA code from the default ** to 12, dialing 12 still accesses the DISA feature.
FortiVoice supports the following feature access codes:
l Vertical service codes: Are a sequence of digits, star (*), and number sign (#) that a user dials on a telephone or
softclient keypad to enable or disable certain telephony service features. See Vertical service codes on page 308
l Mid-Call/DTMF codes: Allow you to hold, transfer, and conference calls by entering DTMF digit codes on the
telephone or softclient keypad. See Mid-Call/DTMF Codes on page 312
l Floating codes: Allow you to limit international, long distance, or local calls. See Floating code format on page 312.
Vertical service codes
To access the list of codes, go to Call Feature > Feature Code > Vertical Service Code.

Call bridge (DISA) Direct Inward System Access (DISA) service allows external users to dial into PBX and
use PBX service just like the local extensions.
To use DISA, dial the PBX main number and then ** or the code you set. The PBX will
prompt you to enter the account code (account code set at PBX > Class of Service >
Account code). Once you pass authorization, you can use PBX service just like a local
extension.
Check hot desk login status Hot-desking refers to the sharing of one phone by multiple users at different time
periods.
Dial *10 or the code you set to check hot desk login status including login expiry time.
Hot desk user login Hot-desking refers to the sharing of one phone by multiple users at different time
periods. Each user can log into the phone by pressing *11 or the code you set and enter
his extension number and voicemail PIN following the prompts.
Hot desk user logout To log out hot desking, press *12 or the code you set.
Reset the phone to be 'not This code is used to remove the extension number of a FortiFone by the administrator.
assigned' by admin Dial *15 or the code you set on any FortiFone that connects to the FortiVoice unit and
enter the phone configuration PIN.
For information on setting the phone configuration PIN, see Configuring SIP phone
auto-provisioning on page 97.
Reset the phone to be 'not This code is used to remove the extension number of a FortiFone by the user.
assigned' by user Dial *16 or the code you set on your FortiFone that connects to the FortiVoice unit and
enter the phone configuration PIN.

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Configure phone to an This code is used to set an extension number for a FortiFone by the administrator.
extension by administrator Dial *17 or the code you set on any FortiFone that connects to the FortiVoice unit and
enter the phone configuration PIN. You can then enter an existing extension to set it as
the extension of this phone.
Configure phone to an This code is used to set an extension number for a FortiFone by a phone user.
extension by user Dial *18 or the code you set on your FortiFone that connects to the FortiVoice unit and
enter the phone configuration PIN provided by the administrator. You can then enter an
existing extension to set it as the extension of this phone.
Lookup name directory Dial *411 or the code you set to access the phone directory where you can look for an
from extension extension by entering a person’s name.
Listen/Barge on a call To join an active phone call for listening and providing assistance, complete the
following steps:
1. Dial *50 or the code you set.
2. Enter your voicemail PIN and press #.
3. Enter the extension number that you want to join and monitor, and press #.
For details about configuring a user privilege that allows call barging, see
Monitor/Recording on page 151.
Agent login to all queues Dial *61 or the code you set to log into the queues of which your extension is a member.
Agent logout from all Dial *62 or the code you set to log out of the queues of which your extension is a
queues member.
Agent login to a queue Dial *63 or the code you set and enter your voicemail password and the queue
extension to log into this queue.
Agent login from a queue Dial *64 or the code you set and enter your voicemail password and the queue
extension to log out of this queue.
Login all queue members Dial *65 or the code you set to login all members of a queue of which your extension is a
member. This is an action by the administrator.
Logout all queue members Dial *66 or the code you set to logout all members of a queue of which your extension is
a member. This is an action by the administrator.
Pause agent all queues Dial *67 or the code you set and enter your voicemail password and the reason code to
pause all queues of which this extension is a member.
For information on reason codes, see Modifying agent reason code descriptions on
page 267.
Unpause agent all queues Dial *68 or the code you set and enter your voicemail password and the reason code to
unpause all queues of which this extension is a member.
For information on reason codes, see Modifying agent reason code descriptions on
page 267.
Set call forward To set call forward, complete the following steps:
1. Dial *71.

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3. Enter the number that you want your calls to be forwarded to.
To deactivate the call forward, complete the following steps:
1. Dial *710.
To change the call forwarding number, complete the following steps:
1. Dial *719.
3. Enter the new number to forward your calls to.
User’s quick mode switch Dial *72 followed by 1, 2, or 3 and enter your voicemail password to temporarily replace
the original personal schedule with one of the three default ones. You may also modify
the temporary schedule. Dial *720 to go back to the original schedule.
User’s twinning mode Dial *73 followed by 1 to enable twinning and 0 to disable twinning. For information on
switch twinning, see Configuring IP extensions on page 176.
Enter floating mode and This code allows you to make international or long distance calls from a floating host
make outgoing call on device which is a device (usually a phone) that allows other extensions to originate a
floating host device call.
Dial *74 or the code you set and dial the outgoing call number when hearing the dial
tone. When you are prompted to input the code, enter the code based on the call
restriction in the user privileges associated with your extension. For more information,
see Floating code format on page 312.
Hotel room condition Dial *75 or the code you set and enter a maid code to show the room condition.
The maid codes varies depending on the PMS protocol selected:
FortiVoice Micros Comtrol

1: Maid present 1: Dirty/Vacant 1: Room Cleaned
2: Clean 2: Dirty/Occupied 2: Cleaning Requested
3: Not clean 3: Clean/Vacant 3: Cleaning In-Progress
4: Out of service 4: Clean/Occupied 4: Inspection
Requested
5: To be inspected 5: Inspected/Vacant 5: Maintenance
Requested
6: Occupied/clean 6: Inspected/Occupied 6: Out of Order
7: Occupied/not clean 7: Pick Up
8: Vacant/clean 8: Passed Inspection
9: Vacant/not clean 9: Failed Inspection
10: Cleaning Skipped
For information on maid codes, see Configuring hotel management settings on page
274.

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Minibar notification Dial *76 or the code you set and enter a minibar code to order room items.
For information on minibar codes, see Configuring hotel management settings on page
274.
Wake-up call Dial *77 or the code you set and enter a time for a wake-up call. The time format should
be in the format of hhmm. For example, 15:30 is entered as 1530.
DND on Dial *78 or the code you set to turn on the Do Not Disturb service. Callers will hear the
busy sound when they dial your number.
DND off Dial *79 or the code you set to turn off the Do Not Disturb service. Otherwise, callers will
hear the busy sound when they dial your number.
Pickup any ringing As a pickup group member, you can dial *80 or the code you set on your phone to pick
extension in pickup group up a call from any ringing extension.
For information on pickup groups, see Creating pickup groups on page 212.
Pickup group extension As a pickup group member, you can dial *81 or the code you set on your phone followed
by a ringing extension number to pick up a call from that extension.
For information on pickup groups, see Creating pickup groups on page 212.
System schedule override An administrator with the privilege can dial *82 followed by 1, 2, or 3 and the
administrator PIN to temporarily replace the original system level phone schedule profile
with one of the three default ones. Dial *820 to go back to the original schedule.
The phone system schedule profiles are used when configuring dial plans, virtual
numbers, or auto attendant.
For information about the phone system schedule profile, see Scheduling the FortiVoice
unit on page 154.
Intercom Dial *92 or the code you set and enter an extension to intercom that extension.
Prompt sound file recording Dial *93 or the code you set and enter the prompt file ID and select the language to
record your prompt file.
Voicemail direct Dial *97 (or the code you set) from your own phone and then enter your voicemail
password to directly access your voicemail.
If the voicemail password option is disabled (see Configuring user privileges on page
148), users can access their voicemail without a password.
Voicemail prompt Dial *98 (or the code you set) from any extension and then enter your extension number
and voicemail password to access your voicemail.
If the voicemail password option is disabled (see Configuring user privileges on page
148), users can access their voicemail without a password.
Operator Dial 0 or the code you set to access the operator.
One key DND This is for supporting the DND key on the FortiFone phones. Press the DND key on the
FortiFone to turn DND on or off.
Page group Enter PAGEGROUP or the code you set then the page group number to page the
extension group.
Unpark This is for supporting the Unpark key on the FortiFone phones. Press this key on the
FortiFone to unpark a call.

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Mid-Call/DTMF Codes
To access the list of codes, go to Call Feature > Feature Code > Mid-Call/DTMF Code.

Blind transfer Blind transfer serves 2 purposes:
l During a call, dial *11 or the code you set and then the extension number of a
second person to transfer the call to the person without talking to the person.
l During a call, dial *11 and then the call parking number (default is 300) to park a
call. For details, see Configuring call parking on page 298.

Attended transfer During a call, dial *12 or the code you set and then the extension number of a second
person to transfer the call to the person. Since you want to inform the second person
about the call, you can have a private conversation with the person without the first
person who made the call hearing it.
Start personal recording Dial *30 or the code you set to start personal call recording. Personal recordings can be
reviewed on the user portal.
Before doing so, have the agreement of the person you talk with or check your local laws
regarding phone recording.
Cancel personal recording Dial *31 or the code you set to cancel personal call recording.
Start system recording Dial *35 or the code you set to start system call recording. System recordings need
administrator permission and can be viewed on the system administrator web GUI.
Before doing so, have the agreement of the person you talk with or check your local laws
regarding phone recording.
Pause system recording Dial *36 or the code you set to pause system call recording.
Resume system recording Dial *37 or the code you set to resume system call recording.
Cancel system recording Dial *38 or the code you set to cancel system call recording.
Park Dial *40 or the code you set to park a call.
Floating code format
Caller privilege Code format

Allowed *74 + extension number + * + voicemail PIN (Phone System > Setting > Option > Default
Setting > Default Voicemail PIN)
or 74* + extension number + * + extension personal code (Extension > IP Extension >
User Setting > Phone Access > Personal Code)
Allow with personal code *74 + extension number + * + voicemail PIN (Phone System > Setting > Option > Default
Setting > Default Voicemail PIN)
Allow with account code *74 + extension number + * + user privilege account code (Security > User Privilege >
Account Code)

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Caller privilege Code format

Allow with account and *74 + extension number + * + user privilege account code Security > User Privilege >
personal code Account Code)
or *74 + extension number + * + voicemail PIN (Phone System > Setting > Option >
Default Setting > Default Voicemail PIN)

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Configuring logs and reports
The Log & Report menu lets you configure FortiVoice logging and reporting.
FortiVoice units provide extensive logging capabilities for voice incidents and system events. Detailed log information
provides analysis of network activity to help you identify network issues and reduce network misuse and abuse.
Logs are useful when diagnosing problems or when you want to track actions the FortiVoice unit performs as it receives
and processes phone calls.
Reports provide a way to analyze log data without manually going through a large amount of logs to get to the
information you need.
l About FortiVoice logging on page 314
l Configuring logging on page 316
l Configuring call report profiles and generating reports on page 319
l Submitting CDRs to a database on page 323
l Configuring SMDR on page 325
l Configuring alert email on page 327
About FortiVoice logging
FortiVoice units can log multiple events. See FortiVoice log types on page 314.
You can select which severity level an activity or event must meet in order to be recorded in the logs. For more
information, see Log message severity levels on page 315.
A FortiVoice unit can save log messages to its hard disk or a remote location, such as a Syslog server or a FortiAnalyzer
unit. For more information, see Configuring logging on page 316. It can also use log messages as the basis for reports.
For more information, see Configuring call center report profiles and generating reports on page 271.
l FortiVoice log types on page 314
l Log message severity levels on page 315
FortiVoice log types
FortiVoice units can record the following types of log messages. The Event log also contains several subtypes. You can
view these logs from Monitor > Log.
Log types
Log type Subtype Description

System Configuration change Includes system and administration events, such as downloading a
Admin activity backup copy of the configuration.
System activity Also includes voicemail, FortiVoice unit monitoring, and DNS events.

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Log type Subtype Description

HA
DHCP
Monitor
Voice mail
DNS
Generic SMTP Includes SMTP server events.
Activity
Voice Includes phone call events.
Fax Includes fax events.
DTMF Includes DTMF (Dual Tone Multi-Frequency) events.
Hotel Includes hotel management events, such as guest check-in and
check-out.
Call center IVR Includes call center IVR events.
AGT Includes call center agent events.
Avoid recording highly frequent log types such as voice logs to the local hard disk for an
extended period of time. Excessive logging frequency can cause undue wear on the hard disk
and may cause premature failure.
Log message severity levels
Each log message contains a field that indicates the severity level of the log message, such as warning.
Log severity levels
Levels Description
0 - Emergency Indicates the system has become unusable.
1 - Alert Indicates immediate action is required.
2 - Critical Indicates functionality is affected.
3 - Error Indicates an error condition exists and functionality could be affected.
4 - Warning Indicates functionality could be affected.

5 - Notification Provides information about normal events.
6 - Information Provides general information about system operations.
6 - Debug Provides information useful to debug a problem.
For each location where the FortiVoice unit can store log files, you can define the severity threshold of the log messages
to be stored there.

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Avoid recording log messages using low severity thresholds such as Information or
Notification to the local hard disk for an extended period of time. A low log severity threshold is
one possible cause of frequent logging. Excessive logging frequency can cause undue wear
on the hard disk and may cause premature failure.
The FortiVoice unit stores all log messages equal to or exceeding the severity level you select. For example, if you select
Error, the FortiVoice unit stores log messages whose severity level is Error, Critical, Alert, or Emergency.
Configuring logging
The Log Setting submenu includes two tabs, Local and Remote, that let you:
l set the severity level
l configure which types of log messages to record
l specify where to store the logs
You can configure the FortiVoice unit to store log messages locally (that is, in RAM or to the hard disk), remotely (that is,
on a Syslog server or FortiAnalyzer unit), or at both locations.
Your choice of storage location may be affected by several factors, including the following:
l Local logging by itself may not satisfy your requirements for off-site log storage.
l Very frequent logging may cause undue wear when stored on the local hard drive. A low severity threshold is one
possible cause of frequent logging. For more information on severity levels, see Log message severity levels on
page 315.
For information on viewing locally stored log messages, see Viewing log messages on page 39.
l Configuring logging to the hard disk on page 316
l Choosing which events to log on page 317
l Configuring logging to a Syslog server or FortiAnalyzer unit on page 318
Configuring logging to the hard disk
You can store log messages locally on the hard disk of the FortiVoice unit.
To ensure that the local hard disk has sufficient disk space to store new log messages and that it does not overwrite
existing logs, you should regularly download backup copies of the oldest log files to your management computer or other
storage, and then delete them from the FortiVoice unit. (Alternatively, you could configure logging to a remote host.)
You can view and download these logs from the Log submenu of the Monitor tab. For more information, see Viewing log
messages on page 39.
For logging accuracy, you should also verify that the FortiVoice unit’s system time is accurate. For details, see
Configuring the time and date on page 79.
To configure logging to the local hard disk
1. Go to Log & Report > Log Setting > Local.
2. Select the Enabled option to allow logging to the local hard disk.
3. In Log file size, enter the file size limit of the current log file in megabytes (MB). The log file size limit must be
between 10 MB and 1000 MB.

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4. In Log time, enter the time (in days) of file age limit.
5. In At hour, enter the hour of the day (24-hour format) when the file rotation should start.
When a log file reaches either the age or size limit, the FortiVoice unit rotates the current log file: that is, it renames
the current log file (elog.log) with a file name indicating its sequential relationship to other log files of that type
(elog2.log, and so on), then creates a new current log file. For example, if you set the log time to 10 days at hour 23,
the log file will be rotated at 23 o’clock of the 10th day.
Large log files may decrease display and search performance.
6. From Log level, select the severity level that a log message must equal or exceed in order to be recorded to this
storage location.
7. From Log options when disk is full, select what the FortiVoice unit will do when the local disk is full and a new log
message is caused, either:
l Do not log: Discard all new log messages.
l Overwrite: Delete the oldest log file in order to free disk space, and store the new log message.
8. In Logging Policy Configuration, click the arrow to review the options and enable the types of logs that you want to
record to this storage location. For details, see Choosing which events to log on page 317.
9. Click Apply.
Choosing which events to log
Both the local and remote server configuration recognize the following events. Select the check boxes of the events you
want to log.
Events logging options
Option Description
System Log Select this check box and then select specific system logs. No system types are logged unless
you enable this option.
l Configuration change: Log configuration changes.
l Admin activity: Log all administrative events, such as logins, resets, and configuration
updates.
l System activity: Log all system-related events, such as rebooting the FortiVoice unit.
l HA: Log all high availability (HA) activity.
l DHCP: Log DHCP server events.
l Monitor: Log call recording, call barging, and traffic capture events.
l Voicemail: Log voicemail events.
l DNS: Log DNS events.
Generic Log Select this check box and then select specific events. No event types are logged unless you
enable this option.
l SMTP: Log SMTP relay or proxy events.
l Activity: Log voice user login and logout events.
Voice Log Logs phone call events.

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Option Description
Fax Log Logs fax events.
DTMF Log Logs Dual Tone Multi-Frequency events.
This option is for local log setting only.
Hotel Log Logs hotel management events, such as guest check-in and check-out.
Call Center Log Logs call center events, such as IVR and agent events.
Configuring logging to a Syslog server or FortiAnalyzer unit
Instead of or in addition to logging locally, you can store log messages remotely on a Syslog server or a FortiAnalyzer
unit.
You can add a maximum of three remote Syslog servers.
Logs stored remotely cannot be viewed from the GUI of the FortiVoice unit. If you require the
ability to view logs from the GUI, also enable local storage. For details, see Configuring
logging to the hard disk on page 316.
Before you can log to a remote location, you must first enable logging. For details, see Choosing which events to log on
page 317. For logging accuracy, you should also verify that the FortiVoice unit’s system time is accurate. For details, see
Configuring the time and date on page 79.
To configure logging to a Syslog server or FortiAnalyzer unit
1. Go to Log & Report > Log Setting > Remote.
2. Click New to create a new entry or double-click an existing entry to modify it.

Enabled Select to allow logging to a remote host.
Name Enter a name for the remote host.
IP Enter the IP address of the Syslog server or FortiAnalyzer unit where the FortiVoice unit
will store the logs.
Port If the remote host is a FortiAnalyzer unit, enter 514; if the remote host is a Syslog server,
enter the UDP port number on which the Syslog server listens for connections (by default,
UDP 514).
Level Select the severity level that a log message must equal or exceed in order to be recorded
to this storage location.
For information about severity levels, see Log message severity levels on page 315.
Facility Select the facility identifier that the FortiVoice unit will use to identify itself when sending
log messages.

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To easily identify log messages from the FortiVoice unit when they are stored on a remote
logging server, enter a unique facility identifier, and verify that no other network devices
use the same facility identifier.
CVS format Enable this option if you want to send log messages in comma-separated value (CSV)
format.
Do not enable this option if the remote host is a FortiAnalyzer unit. FortiAnalyzer units do
not support CSV-formatted log messages.
Logging Policy Click the arrow to review the options and enable the types of logs you want to record to this
Configuration storage location. For details, see Choosing which events to log on page 317.
3. Click Create.
4. If the remote host is a FortiAnalyzer unit, confirm with the FortiAnalyzer administrator that the FortiVoice unit was
added to the FortiAnalyzer unit’s device list, allocated sufficient disk space quota, and assigned permission to
transmit logs to the FortiAnalyzer unit. For details, see the FortiAnalyzer Administration Guide.
5. To verify logging connectivity, from the FortiVoice unit, trigger a log message that matches the types and severity
levels that you have chosen to store on the remote host. Then, on the remote host, confirm that it has received that
log message.
For example, if you have chosen to record event log messages to the remote host and if they are more severe than
Information, you could log in to the GUI or download a backup copy of the FortiVoice unit’s configuration file in order
to trigger an event log message.
If the remote host does not receive the log messages, verify the FortiVoice unit’s network interfaces (see
Configuring the network interfaces on page 46 and About the management IP on page 45) and static routes (see
Configuring static routes on page 49), and the policies on any intermediary firewalls or routers. If ICMP ECHO (ping)
is enabled on the remote host, you can use the execute traceroute command to determine the point where
connectivity fails.
Configuring call report profiles and generating reports
Log & Report > Call Report > Call Report displays a list of call report profiles.
A report profile is a group of settings that contains the report name, its subject matter, its schedule, and other aspects
that the FortiVoice unit considers when generating reports from call log data. The FortiVoice unit presents the
information in tabular and graphical format.
You can create one report profile for each type of report that you will generate on demand or on a schedule.
Generating reports can be resource intensive. To avoid phone processing performance

impacts, you may want to generate reports during times with low traffic volume, such as at
night. For more information on scheduling the generation of reports, see Configuring report
email notifications on page 321.
To view call report profiles

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1. Go to Log & Report > Call Report > Call Report.

Generate Select a report and click this button to generate a report immediately. See Generating a
report manually on page 322.
View Report Click to display the list of reports generated by the FortiVoice unit. You can delete, view,
and/or download generated reports. For more information, see Viewing generated reports
on page 38.
Report Name Displays the name of the report profiles.
Schedule Displays the frequency with which the FortiVoice unit generates a scheduled report. If the
report is designed for manual generation, Not Scheduled appears in this column.
To configure call report profiles

3. In Name, enter a name for the report profile.
Report names cannot include spaces, backslashes, single quotes, double quotes, commas, tabs or new lines.
4. Enter the Time period for the report.
5. For Department, select an option:
The Department section is not visible on FVE-20E2 and FVE-50E6 models.
l All: With this option, the call report will include calls from/to all departments.
l Single: With this option, the call report will include all calls made from/to the specified department.
l Multiple: With this option, the call report will include all calls for the specified From and To departments. To
explain the Multiple option, let's use Engineering (From) and Marketing (To) as examples. The call report will
include all calls from the Engineering department to the Marketing department.
6. Expand each option and configure the following as needed:
l Configuring the report query selection on page 320
l Configuring report email notifications on page 321
l Configuring the report schedule on page 321
l Choosing a call rate on page 322
l Generating a report manually on page 322
l Setting call rates on page 322
7. Click Create.
Configuring the report query selection
When configuring a report profile, you can select the queries that define the subject matter of the report.
Each report profile corresponds to a chart that will appear in the generated report.
To configure the report query selection

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1. Go to Log & Report > Call Report > Call Report and double-click on a report.
2. Expand Query List and click New.

Department Displays a single department or multiple departments, as specified in the call report profile.
This field is read-only.
Name Enter a name for this query.
Category Select a query type for the report profile. The report chart will correspond to the type
selected.
Subcategory Select a sub query type for the report profile. The report chart will correspond to the type
selected.
From Select to include the source of the incoming calls: Internal, External, or Any.
To Select to include the source of the outgoing calls: Internal, External, or Any.
Region Select the call region, such as international or long-distance.
Report column Select the source of the call statistics: from caller or receiver.
Sort column Select the value for filtering the call information. The caller or receiver with the higher value
moves to the top of the table.
If you select Report column, the sort column value is equal to what you select in the Report
column field.
4. Click Create.
Configuring report email notifications
When configuring a report profile, you can have the FortiVoice unit email an attached copy of the generated report, in
either HTML or PDF file format, to designated recipients.
You can customize the report email notification. For more information, see Customizing call report and notification email
templates on page 116.
To configure an email notification
2. Expand Email.
3. In the Format field, select the format of the generated attachment, either HTML, PDF, CSV ZIP,or CSV.
4. Enter the email address of the person who will receive the report notification in the Email address field and click >>
to add it. Enter more email addresses if necessary. Select an email address and click << to remove it.
5. Click OK.
Configuring the report schedule
When configuring a report profile, you can select when the report will generate. Or, you can leave it unscheduled and
generate it on demand. See Generating a report manually on page 322.
To configure the report schedule

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2. Expand Schedule.

Type l None: Select if you do not want the FortiVoice unit to generate the report
automatically according to a schedule. If you select this option, the report can only be
generated on demand. See Generating a report manually on page 322.
l Daily: Select to generate the report each day. Also configure Hour.
l Weekdays: Select to generate the report on specific days of each week, then select
those days in These weekdays. Also configure Hour.
l These Dates: Select to generate the report on specific date of each month, then enter
those date numbers in These days. Also configure Hour.
4. Click Close.
Choosing a call rate
You can choose the call rate for calculating the phone bills. For information on setting the call rates, see Setting call rates
on page 322.
To choose the call rate
2. Expand Rate Setting.
3. Click in the field and select an available rate.
Only one call rate is allowed per report.
4. Click Close.
5. Click OK.
Generating a report manually
You can always generate a report on demand whether the call center report profile includes a schedule or not.
To manually generate a report
2. Select the report profile that you want to use when generating the report.
3. Click Generate.
The FortiVoice unit immediately begins to generate a report.
4. To view the resulting report, see Viewing generated reports on page 38.
Setting call rates
The Log & Report > Call Report > Rate tab lets you set call rates for calculating phone bills.
To set call rates

Fortinet Inc.
1. Go to Log & Report > Call Report > Rate and click New.

Name Enter a name for the rating profile.
Trunk Select the trunk that will use the rates.
Local Enter the rate for local phone calls.
Long distance Enter the rate for long-distance phone calls.
International Enter the rate for international phone calls.
Other rate Enter the rate for other types of phone calls.
Comment Click the Edit icon to enter any notes you have for the rating profile.
3. Click Create.
Submitting CDRs to a database
If you have a remote third-party database, you may submit the Call Detail Records (CDR) to the database. Each CDR
contains the full life cycle of a call. Using the database’s interface, you can display and review the CDRs.
To enable the CDR submission, make sure to select Add to Remote CDR - Field name. For
more information, see Setting up an IVR on page 258.

l Configuring CDR submission on page 323
l Modifying CDR templates on page 325
l Creating CDR filters on page 325
Configuring CDR submission
The Log & Report > CDR > Submit CDR submenu lets you configure the CDR submission to a database. The
configuration values should match those of the database server.
To configure a CDR submission
1. Go to Log & Report > CDR > Submit CDR.
2. Click New . If New is grayed out, you have reached the maximum number of CDR entries.

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Name Enter a name for the configuration.
Status Select to enable the configuration.
Description Click to enter any notes you have for the configuration.
Remote RESTful Configure the database to which CDRs are submitted. For more information, see
Server Configuring RESTful service on page 263.
Protocol Select the protocol used for information transmission between the FortiVoice unit and the
database server.
HTTP headers Select Click to edit to enter a HTTP header for sending information to the database
server.
HTTP timeout Enter the time allowed for the submission to be processed. The range is 1-60 minutes.
Authentication None: Select to log onto the restful server without entering the user name and password.
l URL: Enter the URL of the server hosting restful service.
l SSL verification: Select if required.
Password: Select to enter the user name and password for logging onto the restful server.
l Username: Enter the login user name registered on the restful server.
l Password: Enter the login password registered on the restful server.
OAuth: Select to use Open Authorization to access the restful server without exposing
your account credential.
l Service format: Select Salesforce or other restful services configuration format.
l Username: Enter the login user name registered on the restful server.
l Password: Enter the login password registered on the restful server.
l Login server: Enter the IP address of the restful server.
l Client ID: Enter the consumer key from the restful server.
l Client secret: Enter the consumer secret from the restful server. If you choose
Salesforce as Service Format, enter the consumer key and the token from the server
in the format of <consumer key><token>. For information on FortiVoice and
Salesforce integration, see Integrating FortiVoice with Salesforce on page 338.
l URL suffix: Enter the Salesforce object name, for example, /query/, and click Get
Salesforce API URI to populate the Base URL field. Note the leading and trailing "/"
must be entered before and after the object name.
This option is only available if you choose Salesforce for Service format.
Options
CDR template Click Edit to customize the default CDR submission template based on the requirements
of the database server. Click OK when it is done.
For more information, see Modifying CDR templates on page 325.

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CDR filter Choose or create a new CDR filter to screen CDRs submitted to the database. For more
information, see Creating CDR filters on page 325.
Custom value Click New to add a custom value (a token, for example) that is required by the database
server for information exchange. Click Create.
4. Click Create.
Modifying CDR templates
When configuring CDR submission, you need to customize the default CDR submission template based on the
requirements of the database server.
To modify a CDR template
1. Go to Log & Report > CDR > CDR Template.
2. Select the default CDR template and click Edit.
3. Modify the template and click OK.
Creating CDR filters
You can use filters to limit the amount of CDRs submitted to the database.
To create a CDR filter
1. Go to Log & Report > CDR > CDR Filter.
2. Click New.
3. Enter a name for the filter.
4. Using XML, enter the CDR filters based on the values you want, such as call queues or call IDs and so on.
5. For Description, enter any notes you have for the filter.
6. Click Create.
Configuring SMDR
The FortiVoice station messaging detail record (SMDR) component provides FortiVoice call detail records to third-party
devices on certain communication and format protocols based on third-party's device requirements. For example, CDR
submission requires the FortiVoice SMDR to be enabled and Property Management System (PMS) uses the FortiVoice
SMDR to manage hotel guest call charges.
l Configuring SMDR settings on page 326
l Setting SMDR formats on page 326

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Configuring SMDR settings
Configure SMDR Setting to enable the FortiVoice communications with third-party devices.
To configure SMDR settings
Configuring FortiVoice SMDR requires advanced SMDR knowledge and should be performed
by advanced administrative users and field engineers.
1. Go to Log & Report > SMDR > SMDR.

2. Select Enabled to activate the FortiVoice SMDR function.
3. Select a Format protocol for the FortiVoice communications with the third-party devices.
For information on format, see Setting SMDR formats on page 326.
4. For Port, enter the port number that connects to the third-party devices.
5. For Max clients, enter the number of third-party devices to which the FortiVoice unit provides SMDR. The range is 1-
10.
6. For Trusted hosts, enter the IP address and netmask of the third-party device.
If you have multiple third-party devices, you may enter up to 10 trusted hosts.
7. Click Apply.
Setting SMDR formats
To communicate with third-party devices, the FortiVoice SMDR format needs to be defined based on the device
requirements so that the devices can recognize the FortiVoice SMDR.
The FortiVoice unit provides example SMDR XML format files. You can modify the files to meet your needs. The
following image shows an example SMDR XML format file:
An SMDR format is composed of parts as shown in the above example:

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l discard_filter: the data you do not want to send to the third-party devices.
l formatting: the body of the SMDR format file in the form of field values (for example, <field name="AnswerTime"/>),
plus the field lengths (for example, length="13") required by the third-party devices.
To set a SMDR format
1. Go to Log & Report > SMDR > SMDR Format.
2. Click New.
3. To display the complete list of FortiVoice SMDR field names, click FortiVoice SMDR Fields.
4. Enter a Name and Description for the format.
5. For Content derived from, select an existing format as a base for configuring the new format.
6. In the Content field, follow the SMDR format requirements of the third-party device and the example format file
above, choose the displayed FortiVoice field names you need to set your SMDR format.
7. Click Create.
8. If errors appear, click SMDR XML Types to view the Fortinet SMDR format file and correct your format file
accordingly.
Configuring alert email
The Alerts submenu lets you configure the FortiVoice unit to notify selected users (including administrators) by email
when specific types of events occur and are logged. For example, if you require notification about system activity event
detections, you can have the FortiVoice unit send an alert email message whenever the FortiVoice unit detects a system
activity event.
To set up alerts, you must configure both the alert email recipients (see Configuring alert recipients on page 327) and
which event categories will trigger an alert email message (see Configuring alert categories on page 328).
Alert email messages also require that you supply the FortiVoice unit with the IP address of at least one DNS server. The
FortiVoice unit uses the domain name of the SMTP server to send alert email messages. To resolve this domain name
into an IP address, the FortiVoice unit must be able to query a DNS server. For information on DNS, see Configuring
DNS on page 50.
You can customize the alert email. For more information, see Customizing call report and notification email templates on
page 116.
l Configuring alert recipients on page 327
l Configuring alert categories on page 328
Configuring alert recipients
Before the FortiVoice unit can send alert email messages, you must create a recipient list.
To configure recipients of alert email messages

Fortinet Inc.
1. Go to Log & Report > Alert > Configuration.

Test Clicking on the button will send a test alert email to all configured recipients in the list.
(button)
Alert Email Account Displays the names of email accounts receiving email alerts.
2. To add the email address of a recipient, click New.

A single-field dialog appears.
3. In Email to, enter a recipient email address.
4. Click Create.
5. To add more users, repeat the previous steps.
Configuring alert categories
Before the FortiVoice unit can send alert email messages, you must specify which events cause the FortiVoice unit to
send an alert email message to your list of alert email recipients (see Configuring alert recipients on page 327).
To select events that will trigger an alert email message
1. Go to Log & Report > Alert > Category.
2. Enable one or more of the following event categories:

Critical events Send an alert email when the FortiVoice unit detects a system error that may affect its
operation.
Disk is full Send an alert email when the hard disk of the FortiVoice unit is full.
HA events Send an alert email when any high availability (HA) event occurs.
Archive quota is Send an alert email when the recorded call archiving account reaches its quota of hard
exceeded disk space. For information about recorded call archiving account quota, see Archiving
recorded calls on page 292.
Deferred emails # Send an alert email if the deferred email queue contains greater than this number of email
over messages. Enter a number between 1 and 10 000 to define the alert threshold, then enter
the interval of time between each alert email message that the FortiVoice unit will send
while the number of email messages in the deferred email queue remains over this limit.
RESTful service Send an alert email if the RESTful server does not respond to FortiVoice inquiries. Enter
alert the interval of time between each alert email message that the FortiVoice unit will send
while the RESTful server does not respond to FortiVoice inquiries.
Generate daily call Send an alert email with a daily call summary including the number of total calls, long
summary at hour distance calls, and international calls.
You need to enter the time for generating the summary which is for the 24 hours period
prior to the time you set. For example, if you set 09:00, the summary will be for the period
from 9 am of the previous day to 9 am of the day when you receive the alert email.

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PRI alarm Send an alert email when the PSTN digital line has a problem.
This option is not available for every FortiVoice model.
FXO alarm Send an alert email when the PSTN analog line has a problem.
This option is not available for every FortiVoice model.
Trunk lines are Send an alert email when the SIP/PSTN/PRI trunk lines are fully occupied.
saturated SIP trunk alert only works if you select Overflow check when configuring SIP trunk. See
Configuring VoIP trunks on page 217.
Massive SIP Send an alert email when big scale SIP authentication sessions fail.
authentication failure
Daily Security Audit Send an alert email with a daily security audit.
report
Entitlement changed Send an alert email when an entitlement has expired.

If your FortiVoice phone system uses entitlements, you can view them in the License
Information widget on page 26.
SIP trunk/office peer Set the time interval (hours) for sending an alert email.
connectivity alert Click + and select the trunks of which an alert email is sent when a trunk has an issue.
3. Click Apply.

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Integrating FortiVoice with third-party solutions

l Integrating FortiVoice with Twilio on page 330
l Integrating FortiVoice with Singlewire InformaCast on page 333
l Integrating FortiVoice with Salesforce on page 338
l Integrating FortiVoice with Microsoft Teams on page 343
Integrating FortiVoice with Twilio
This section describes how to configure the FortiVoice phone system to provide a telephony service with Twilio’s elastic
SIP trunking. The integration enables incoming calls to the FortiVoice phone system to be routed to Twilio for additional
services such as interactive voice response (IVR) or speech recognition. After completing the user data collection and
responses, the call control can be subsequently transferred to a telephone extension or an agent served by the
FortiVoice phone system.
The FortiVoice dial plan provides digit translation and call routing for the system. Use the dial plan to customize the
routing of calls to and from the Twilio platform. If Twilio uses a SIP REFER to implement a call back to FortiVoice, you do
not have to configure an inbound dial plan.
The following diagram illustrates an example network topology of FortiVoice with Twilio.

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Considerations about accessing and using Twilio:

l A Twilio demo account does not allow you to call from and to numbers that you did not add to the FortiVoice phone
system. Therefore, it is a good idea to upgrade your Twilio account to perform your testing.
l Twilio treats a SIP trunk (in and out) as two separate items.
l Twilio uses a specific number format (+1xxxyyyyyyy) where xxx is the area code and yyyyyyy is the phone number.
To complete the configuration tasks on Twilio
1. Sign up for a Twilio paid account. The demo account has too many restrictions.
2. Create and configure a Twilio elastic SIP trunk. After you complete this task, you will receive a uniform resource
identifier (URI). Twilio's elastic SIP trunking uses an fully qualified domain name (FQDN) as a termination URI that is
used by the FortiVoice phone system to direct SIP traffic towards Twilio.
3. Take note of this URI because you will need this URI when you set the SIP server during the configuration of the
FortiVoice SIP trunk.
To create a FortiVoice SIP trunk
1. In the FortiVoice GUI, go to Trunk > VoIP > SIP.
2. Click New.
3. Configure the following parameters:

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SIP
Name Enter the trunk name. For example, Twilio.
Enable Select to activate this SIP trunk.
Display name Enter the caller ID that will appear on the called phone, such as Example Company.
Main number Enter the number that will appear on the called phone.
SIP setting
SIP server Enter the SIP URI that you have received from Twilio. For example,
yourname.pstn.twilio.com.
SIP port Keep the default value (5060).
Using SRV Keep this setting disabled.

record
User name Enter the name that you have used during the creation of the Twilio elastic SIP trunk.
Password Enter the password that you have used during the creation of the Twilio elastic SIP
trunk.
Auth. user name Enter the same user name that you have used during the creation of the Twilio elastic
SIP trunk. The user name and auth. user name are the same.
Realm/Domain Enter the same URL that you have entered in the SIP server field.
SIP settings Keep the default setting (sip_trunk_default).
Max channel Each trunk contains multiple channels. The number of channels you have in a trunk is
controlled by your VoIP provider.
Max outgoing With the known number of max channels, if you need to reserve incoming channels, you
channel can enter the number of outgoing channels allowed and the remaining channels are for
incoming calls.
User=Phone in Keep this setting disabled.

SIP URI
Inband ringtone Keep this setting disabled.

(Early media)
Caller ID Option Keep the default settings.
Registration Select Standard.
Outbound Proxy Keep this setting disabled.
4. Click Create.
To create a FortiVoice dial plan for inbound calls
1. In the FortiVoice GUI, go to Call Routing > Inbound.
2. Click New.

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Enable Select to activate this dial plan.
From Trunk Click +. From the list available entries, select the Twilio SIP trunk.
Call Handling From the Action type list, select Dial Local Number to process incoming calls.
To route calls to a local extension number, create a match pattern.
4. Click Create.
To create a FortiVoice dial plan for outbound calls
1. In the FortiVoice GUI, go to Call Routing > Outbound.
2. Click New.
Dialed Number Create a number pattern to match a number or a range of numbers for how the call
Match handling will be applied to the respective calls.
Call Handling The actions to process the incoming calls with matched dialed numbers and/or caller IDs.
1. Click New.
3. In Outgoing trunk, select the Twilio SIP trunk.
4. Click Create.
Integrating FortiVoice with Singlewire InformaCast
This section describes how to configure the FortiVoice phone system to work with the InformaCast message notification
solution for delivering real-time text and audio message notifications to Fortinet FortiFone IP desk phones (FON-x70,
FON-x75 and FON-x80). This integration provides a powerful notification solution that extends device coverage across
both data and voice networks.
For information on InformaCast configuration, see its product guides.
The FortiVoice - InformaCast message notification solution is implemented using the following features and applications
on each platform:

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Platform
Feature or application
FortiVoice InformaCast
Transport IP SIP Trunk Legacy Paging Interface (LPI)
Call Routing Dial Plan DialCast
Message Group Page/Message Group Recipient Group
Message(s) Audio and/or text Audio and/or text
Recipient Extensions IP Speaker
l Transport: A SIP trunking interface on the FortiVoice platform is configured to connect with InformaCast's Legacy
Paging Interface (LPI) using a standard SIP protocol. A SIP trunk and server group is defined on both platforms to
provide a logical voice-over-IP connection for the delivery and reception of calls and notifications.
l Call Routing: A dial plan on the FortiVoice platform is configured to route calls to and from the InformaCast
platform. Similarly, InformaCast uses a DialCast feature to configure a dialed pattern match to trigger a message
broadcast.
l Message Group: A group of endpoints configured to receive, display, and play message(s).
l Message(s): Custom text and audio (pre-recorded or live) message types for broadcasting. FortiVoice can
broadcast text messages to FortiFone IP phones.
l Recipient:An endpoint configured to receive, display, and play message(s).
The following diagram illustrates the high-level network topology of FortiVoice and InformaCast integration:

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Configuring the FortiVoice
Using the FortiVoice GUI, configure the FortiVoice phone system to work with the InformaCast message notification
solution for delivering real-time text and audio message notifications to FortiFone IP phones.
To create a FortiVoice SIP trunk

2. Click New.
SIP
Name Enter the trunk name. For example, InformaCast.
Enable Select to activate this SIP trunk.
Display name Enter the caller ID that will appear on the called phone, such as Example Company.
Main number Enter the number that will appear on the called phone.
SIP setting
SIP server Enter the URL that you have received from InformaCast. For example,
yourname.pstn.informacast.com.
SIP port Keep the default value (5060).
Using SRV Keep this setting disabled.

record
User name Enter the name that you have used during the creation of the InformaCast SIP trunk.
Password Enter the password that you have used during the creation of the InformaCast SIP
trunk.
Auth. user name Enter the same user name that you have used during the creation of the InformaCast
SIP trunk. The user name and auth. user name are the same.
Realm/Domain Enter the same URL that you have entered in the SIP server field.
SIP settings Keep the default setting (sip_trunk_default).
Max channel Each trunk contains multiple channels. The number of channels you have in a trunk is
controlled by your VoIP provider.
Max outgoing With the known number of max channels, if you need to reserve incoming channels, you
channel can enter the number of outgoing channels allowed and the remaining channels are for
incoming calls.
User=Phone in Keep this setting disabled.

SIP URI
Inband ringtone Keep this setting disabled.

(Early media)

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Caller ID Option Keep the default settings.
Registration Select Standard.
Outbound Proxy Keep this setting disabled.
4. Click Create.
To create a dial plan for inbound calls
1. Go to Call Routing > Inbound.

2. Click New.
From Trunk Click +. From the list available entries, select the InformaCast SIP trunk.
Call Handling From the Action type list, select Dial Local Number to process incoming calls.
To route calls to a local extension number, create a match pattern.
4. Click Create.
To create a dial plan for outbound calls
1. Go to Call Routing > Outbound.

2. Click New.
Emergency call Select to allow emergency call with this plan. By default, this is selected.
For information on setting emergency number, see Setting PBX location and contact
Dialed Number Create one phone number pattern in your dial plan that matches many different numbers.
Match The dialed numbers matching this pattern will follow this dial plan rule.
page 245.
Call Handling The actions to process the outgoing calls with matched dialed numbers and/or caller IDs.
1. Click New.
3. In Outgoing trunk, select the InformaCast SIP trunk.

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4. Click Create.
To create a message group for sending and relaying text and audio messages
1. Go to Extension > Group > Message Group.

2. Click New.

Number Enter the message group number following the local number pattern defined when
configuring your inbound dial plan handling action.
This is the number that, once dialed, will send text or audio messages to all the extensions
included in the group.
For example, an authorized InformaCast user can dial this number to send text and audio
messages to FortiFone IP phones.
Status Select Status to activate this group.
Message type Select to send text or audio messages.
If you select to send text messages, select Text and configure the following:
Title Enter the notification message title.
Message If this message group is for relaying text messages from InformaCast to FortiFone IP
phones, do not do anything.
If you want to send a text message to the FortiFone IP phones through InformaCast, use
the variables to compose your message or enter your message directly.
Delay Enter the time in seconds that you want to delay sending the text.
Display time Enter the time in seconds on how long you want the message to display on the extensions.
Alert tone Select to activate notification alert on the extensions.
User group Select the user groups for this message group.
The text messages received from InformaCast or composed on FortiVoice will be sent to
the FortiFone extensions of these user groups.
For more information, see Creating extension groups on page 205.
If you select to send audio messages, select Audio and configure the following:
Sound file If this message group is for relaying audio messages from InformaCast to FortiFone IP
phones, do not do anything.
If you want to send an audio message to the FortiFone IP phones through InformaCast,
select an existing sound file or click New to create a new one for the audio message.
For information about sound files, see Managing phone audio settings on page 125.
Multicast group Select the multicast paging group for this message group or click New to create a new one
for the audio message. You can also click Edit to modify the selected one.
The audio messages received from InformaCast or recorded on FortiVoice will be sent to
the FortiFone extensions of these multicast groups.

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For more information, see Creating extension groups on page 205.
Single number Enter the external phone number to which you want to send audio messages and click OK.
4. Click Create.
Integrating FortiVoice with Salesforce
This section describes how to configure the FortiVoice phone system to work with Salesforce for calling and call detail
record (CDR) logging.
Prerequisites
l The FortiVoice phone system must use the firmware version 5.3.10 or later.
l The Salesforce summer release must be version 17 or later.
l The FortiVoice IP address is added in the Network Access of Salesforce.
l The Salesforce Ant Migration tool is available.
l The FortiVoice public domain name with signed certificate by a trusted CA is available.
l The FortiVoice SMDR is enabled.
l The FortiVoice HTTPS port mapping is complete.
Workflow
To configure the Salesforce and FortiVoice integration, perform the following tasks:
1. Setting up a connected application on Salesforce on page 338
2. Creating a custom object on Salesforce on page 340
3. Configuring the FortiVoice phone system on page 341
Setting up a connected application on Salesforce
1. Log in to Salesforce as an administrator.

2. Click the Setup icon, then Setup.
3. Select Objects and Fields > Object Manager.
4. Click Create > Custom Object.
5. Enter the Label and the Plural Label for this object.
6. Click Save.

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7. Go to Field and Relationships > New and select the following field names and data types for FIELD LABEL:
8. To display the call duration in a readable format, click New and choose Formula for the type.
9. For Name, enter Call duration.
10. In Formula Return Type, select Text.
11. Enter the following into the text field:
IF ((MOD(CallDurationInSeconds__c,3600)/60)>10,
TEXT(FLOOR(CallDurationInSeconds__c/3600))+ ":",
TEXT(FLOOR(CallDurationInSeconds__c/3600))+ ":0")
+ IF ((MOD(MOD(CallDurationInSeconds__c,3600),60))>10,
TEXT(FLOOR(MOD(CallDurationInSeconds__c,3600/60)/60)) + ":",
TEXT(FLOOR(MOD(CallDurationInSeconds__c,3600/60)/60)) + ":0")
+ TEXT(MOD(MOD(CallDurationInSeconds__c,3600),60))
12. To ensure that there are no errors, click Check Syntax.
13. Click Save.

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Creating a custom object on Salesforce
1. Log in to Salesforce as an administrator.

2. Click the Setup icon, then Setup.
3. Select App > App Manager, and click the New Connected App button.
4. Under Basic Information, enter the names for the application and API and email address for the administrator.
5. For API (Enable OAuth Settings), configure the following fields and then click Save:
l In Callback URL, enter https://login.salesforce.com/
l In Selected OAuth Scopes, select Access and manage your data (api) and click Add.
6. Copy the Consumer Key and the Consumer Secret. You will need this information during the FortiVoice
configuration.
7. Click Manage > Edit Policies.

8. In Permitted Users, select Admin approved users are pre-authorized and click Save.

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9. Click Manage Profile > System Administrator.

10. Make sure Access Libraries and API Enabled are checked, and click Save.
Configuring the FortiVoice phone system
A new database interface must be configured for FortiVoice to send out CDR.
1. Log in to FortiVoice as an administrator.
2. Go to Log & Report > CDR > Submit CDR.
3. Click New.

Name Enter a name for the CDR submission.
Remote RESTful Protocol: Select HTTP 1.1.
Server
Authentication Select OAuth.
Service format Select Salesforce.
Username Enter the login user name registered on the Salesforce server.
Password Enter the login password registered on the Salesforce server.
Login server Enter the Salesforce server IP address.
Client ID Enter the Consumer Key recorded in step 6 of Creating a custom object on Salesforce on
page 340.

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Client secret Enter the Consumer Secret recorded in step 6 of Creating a custom object on Salesforce
on page 340.
URL suffix Enter the Connected App Name that was created in step 4 of Creating a custom object on
Salesforce on page 340.
Click Get Salesforce API URL to display the created URL.
Options CDR template:
l Click Edit.
l On the CDR Template page, go to Content > HTML.
l Replace the field content with the following:
<FV_CDR__c>
<CdrId__c>%%CDR_UNIQUE_ID%%</CdrId__c>
<ToName__c>%%CDR_CALLEE_ID%%</To_Name__c>
<ToNumber__c>%%CDR_DST_UID%%</To_Number__c>
<FromName__c>%%CDR_CALLER_ID%%</From_Name__c>
<FromNumber__c>%%CDR_SRC_UID%%</From_Number__c>
<StartTime__c>%%CDR_ANSWER_TIME%%</Start_Time__c>
<CallDurationInSeconds__c>%%CDR_TALK_TIME%%</CallDurationInSeconds__c>
</FV_CDR__c>
5. Click OK.
6. Click Create.

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Integrating FortiVoice with Microsoft Teams
The FortiVoice phone system works with Microsoft Teams.

By installing the FortiFone Teams App on Microsoft Teams, you can:
l Connect with FortiVoice to use some PBX features, such as the user portal functions, calling with physical phones,
and calling with FortiVoice softclient for desktop and mobile.

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l Get the information related to the FortiVoice extension, such as DND status.
l Receive notifications in Teams if there are incoming calls on FortiVoice. This is only for extensions with the operator
privilege.
l Share the FortiVoice contacts in Teams channel for other users to dial the extensions of the contacts when
connected to the same channel.
l Requirements on page 344
l Topology on page 344
l Uploading the FortiFone Teams App on page 345
l Installing the FortiFone Teams App on page 355
l Working with the FortiFone Teams App on page 356
Requirements
To integrate FortiVoice with Teams, the following requirements must be met:

l The Unified Communications Services license is uploaded on the FortVoice phone system or FortiVoice Cloud to
which the FortiFone Teams App is connected.
l The FortiFone Teams App (fv-teams-app.zip) is available. The file is available for downloading at
https://msteams.fortivoice-cloud.com. Do not extract the file.
Topology
The following diagram shows the topology of the FortiVoice and Teams integration:

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Uploading the FortiFone Teams App
There are two ways to upload the FortiFone Teams App:

l Uploading the FortiFone Teams App using the Microsoft website on page 345
l Uploading the FortiFone Teams App using Microsoft Teams on page 350
Uploading the FortiFone Teams App using the Microsoft website
1. Go to the Microsoft Office 365 website and log in with an admin user account.
2. Click the Admin icon.

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3. Click Show all and then Teams.

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4. Go to Teams Apps > Manage Apps.

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5. Click +Upload to upload the FortiFone App for Teams (.zip) file.

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Uploading the FortiFone Teams App using Microsoft Teams
1. Log in to Teams with an admin user account.

2. Click Apps > Upload a custom App to upload the FortiFone Teams App (.zip) file.

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3. Click Apps.

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4. In the search field, enter FortiFone and press Enter.

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5. Click the FortiFone App.

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6. Click Add to add the App to the channel.
7. Make sure to open the public access to the FortiVoice unit associated with the FortiFone App.
The default port number for the IP address of the FortiVoice unit is 443. The FortiVoice unit can use non default
ports for public access as well. Use the following format:
ip address:portnumber (for example: 207.67.89.901:443)

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Installing the FortiFone Teams App
After uploading the FortiFone Teams App or when the App is available in Teams Apps, you can install it on Teams.
1. Log in to Teams.
2. Go to Apps and type FortiFone in the search field and press Enter.
3. Install the App and then open it.

4. Click My FortiVoice to log in.
5. To login, enter the following information:

l FortiVoice Server: Enter the FortiVoice server's public IP or FQDN:portnumber, for example: 100.50.20.1:443.
You can find the information by going to System > Advanced > External Access. For details, see Configuring

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external access on page 97.

If your FortiFone App is connected to the FortiVoice Cloud server, use the phone URL instead of the web URL,
such as: f9697148748-phone.fortivoice-cloud.com. You can find the information on your FortiVoice softclient
for desktop (Account > More) or mobile (Account).
l Username: Enter your FortiVoice extension user ID found under Extension > Extension > [Your extension] >
User ID. For details, see Setting up local extensions on page 176.
l Password: Enter your FortiVoice user password found under Extension > Extension > [Your extension] > User
Setting > Web Access > User password. For details, see Setting up local extensions on page 176.
6. Click OK.
Working with the FortiFone Teams App
With the FortiFone Teams App, you can do the following:

l Using the FortiVoice user portal functions on page 356
l Using the chat command line on page 357
l Sharing the contact card on page 359
l Calling with FortiFone softclient on page 361
l Calling with desk phones on page 366
l Setting up a notification channel on page 368
Using the FortiVoice user portal functions
You can access the FortiVoice user portal functions using the FortiFone App in Teams. To do so, you need the
FortiVoice server's public IP or FQDN:portnumber, for example: 100.50.20.1:443. You can find the information by going
to System > Advanced > External Access. For details, see Configuring external access on page 97.
After logging in to the FortiFone App, the FortiVoice user portal interface displays with functions depending on your
privileges.
For detailed information about using the FortiVoice user portal, see FortiVoice User Portal Guide.
When you download any information from the FortiVoice user portal, such as voicemail or
conference announcements, the information will be saved to your Downloads folder without
any notifications due to Teams limitation.

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Using the chat command line
You can use the chat command line to check and configure extension DND (Do Not Disturb) status.
l Checking the extension DND status on page 357
l Configuring the extension DND status on page 358
Checking the extension DND status
To check the DND status
1. Go to the FortiFone chat and type DND .

2. Press Enter.
For example, the status “Current DND is off for [email protected]” means:
The DND status of extension xxxx at the FortiVoice Cloud server 4586465092-phone.fortivoice-cloud.com is off now.

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Configuring the extension DND status
You can enable or disable your extension DND.

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To enable your extension DND
1. In the FortiFone chat, type DND on.

2. Press Enter.
A message appears indicating the DND status.
To disable your extension DND
1. In the FortiFone chat, type DND off.

2. Press Enter.
A message appears indicating the DND status.
Sharing the contact card
You can share a contact card with anyone in a chat channel. Other FortiFone App users in that channel can use the
contact card to initiate a call to that extension.
1. On Teams, go to Chat and select a channel.
2. Click the FortiFone icon .

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3. For Share Contact or Meeting, do the following:

a. Enter a name or an extension and select it from the list.
b. Click Share to import the contact from the FortiVoice directory.
4. Click Details to display the contact information.

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Calling with FortiFone softclient
You can initiate a call on FortiFone softclient for desktop or mobile with Teams running on a computer or mobile phone.
l Calling with FortiFone softclient for desktop on page 361
l Calling with FortiFone softclient for mobile (Android or iOS) on page 363
Calling with FortiFone softclient for desktop
Prerequisites:
l FortiFone softclient for desktop has already been installed on your computer and registered to a FortiVoice server.
l If you use FortiVoice Cloud server, use the phone URL (for example: f9697148748-phone.fortivoice-cloud.com)
instead of the web URL to log in to My FortiVoice on Teams.
1. Go to Chat and select a channel.
2. Click the FortiFone icon .

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a. Enter a name or an extension and select it from the list.
b. Click Call with SoftFone.
4. In the Launch Application window, click Open link.

FortiVoice softclient for desktop opens.
5. Log in to FortiVoice softclient for desktop.
If your FortiFone App on Teams and FortiVoice softclient for desktop are registered to the same FortiVoice server,
the number of the contact that you selected is dialed directly.

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If your FortiFone App on Teams and FortiVoice softclient for desktop are registered to different FortiVoice servers,
enter the number of the contact that you want to call and click the call button.
For information on using FortiVoice softclient for desktop, see Softclient for Desktop User Guide.
Calling with FortiFone softclient for mobile (Android or iOS)
Prerequisites:
l FortiFone softclient for mobile has already been installed on your mobile phone and registered to a FortiVoice
server.
l On your mobile phone, if you have already logged in to FortiFone softclient, log in to your FortiFone App on Teams
separately because they are two different user sessions.

l If you use FortiVoice Cloud server, use the phone URL (for example: f9697148748-phone.fortivoice-cloud.com)
instead of the web URL to log in to My FortiVoice on Teams.

1. To call with FortiFone for mobile (Android or iOS), open Teams on your mobile phone.
2. Go to Chat and click FortiFone.

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3. Click .
4. Click FortiFone.

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l FortiVoice Server: Enter the FortiVoice server's public IP or FQDN:portnumber, for example: 100.50.20.1:443.
You can find the information by going to System > Advanced > External Access. For details, see Configuring
external access on page 97.
If your FortiFone App is connected to the FortiVoice Cloud server, use the phone URL instead of the web URL,
such as: f9697148748-phone.fortivoice-cloud.com. You can find the information on your FortiVoice softclient
l Username: Enter your FortiVoice extension user ID found under Extension > Extension > [Your extension] >
User ID. For details, see Setting up local extensions on page 176.
6. Click OK.
a. Click Call with SoftFone.
b. Enter a name or an extension and select it from the list.

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If you use FortiVoice softclient for Android, the app opens.

If you use FortiVoice softclient for iOS, a dialog box appears. Click Open to display the app.
If your FortiFone App on Teams and FortiVoice softclient for mobile are registered to the same FortiVoice server,
the number of the contact that you selected is dialed directly.
If your FortiFone App on Teams and FortiVoice softclient for mobile are registered to different FortiVoice servers,
enter the number of the contact that you want to call and click the call button.
For information on using FortiVoice softclient for mobile, see Softclient for Android User Guide or Softclient for iOS
User Guide.
Calling with desk phones
Calling with a desk phone requires that it is registered to the same FortiVoice server that the FortiFone App on Teams is
registered to.
1. On Teams, go to Chat and select a channel.
2. Click the FortiFone icon ( ).

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a. Enter a name or an extension and select it from the list
b. Click Call with Physical Phone.
The desk phone automatically dials the extension you selected.

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Setting up a notification channel
You can set up a channel in Teams to receive notifications for incoming calls on the FortiFone App. This function is only
available for extensions that have the operator role enabled.
You can set up and configure a new channel or update an existing one.
To set up and configure a new notification channel
1. On Teams, go to Apps > FortiFone.

2. Click the arrow beside Open.
3. Click Add to a team.

4. Enter the team name to which you want to add the channel and click Set up a connector.
5. Go to Teams, select the team to which you have added the notification channel, and click the More options icon (...)
beside General.
6. Click Connectors.

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7. Type FortiFone in the search field and press Enter.

8. In the Search field, enter FortiFone.
9. Click Configure for FortiFone.

l Server: Enter the FortiVoice server's public IP or FQDN:portnumber, for example: 100.50.20.1:443. You can
find the information by going to System > Advanced > External Access. For details, see Configuring external
access on page 97.
If your FortiFone App is connected to the FortiVoice Cloud server, use the web URL instead of the phone URL,
such as: f9697148748-web.fortivoice-cloud.com:443. You can find the information on your FortiVoice softclient
l Username (Operator Role): Enter your FortiVoice extension user ID found under Extension > Extension >
[Your extension] > User ID. For details, see Setting up local extensions on page 176. Make sure you have the
operator role privilege.

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l Enabled: This option is selected by default. Click Connect to verify if your login credential is correct. You also
need to enable Operator Role under Phone System > Profile > User Privilege. If your login credential is
incorrect or Operator Role is not enabled, you are unable to save the connector.
11. Click Connect, then Save to finish configuring the notification channel.
12. Go to Teams, select the team to which you have added the notification channel, and click General to view the
current call notifications.

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To add an existing notification channel to the FortiFone App
1. On Teams, go to Apps > FortiFone.

2. Click the arrow beside Open and select Add to a team.
3. Enter the channel name that you want to add to the FortiFone App and click Set up a connector.
4. Type FortiFone in the search field and press Enter.
5. Click Configured, select the FortiFone channel to add to the FortiFone App, and click Manage.

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6. On the Connect to FortiVoiceEnterprise page, enter the following information to login:

l Server: Enter the FortiVoice server's public IP or FQDN:portnumber, for example: 100.50.20.1:443. You can
find the information by going to System > Advanced > External Access. For details, see Configuring external
access on page 97.
If your FortiFone App is connected to the FortiVoice Cloud server, use the web URL instead of the phone URL,
such as: f9697148748-web.fortivoice-cloud.com:443. You can find the information on your FortiVoice softclient
l Username (Operator Role): Enter your FortiVoice extension user ID found under Extension > Extension >
[Your extension] > User ID. For details, see Setting up local extensions on page 176. Make sure you have the
operator role privilege.
l Enabled: This option is selected by default. Click Connect to verify if your login credential is correct. You also
need to enable Operator Role under Phone System > Profile > User Privilege. If your login credential is
incorrect or Operator Role is not enabled, you are unable to save the connector.
7. Click Connect, then Save.

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Fortinet periodically releases FortiVoice firmware updates to include enhancements and address issues. New firmware
can also introduce new features which you must configure for the first time. Fortinet recommends that you download and
install patch releases as soon as they are available.
For information about new and changed features, supported upgrade paths, and resolved issues included in a
FortiVoice firmware version, see the Release Notes.
l Downloading the firmware image file on page 373
l Testing a firmware image on page 373
l Upgrading the firmware on page 375
l Downgrading the firmware on page 377
l Performing a clean firmware installation on page 380
Downloading the firmware image file
Access the Fortinet Support website and download the firmware image file for the version that you want to upgrade to.
1. Go to the Fortinet Support website.
2. Log in to your existing account or register for an account.
3. Select Support > Firmware Download.
4. In Select Product, select FortiVoice.
5. Select the Download tab and navigate to the folder for the firmware version that you are upgrading to.
6. To download the firmware image file to your management computer, go to the end of the row and click HTTPS.
7. Save the file on your management computer.
8. Take note of the location where you save the file.
Testing a firmware image
You can test a new firmware image by temporarily running it from memory, without saving it to disk. By keeping your
existing firmware on disk, if the evaluation fails, you do not have to re-install your previous firmware. Instead, you can
quickly revert to your existing firmware by simply rebooting the FortiVoice unit.
To test a new firmware image
1. Connect your management computer to the FortiVoice console port using an RJ-45 to DB-9 serial cable or a null-
modem cable.
2. Initiate a connection from your management computer to the CLI of the FortiVoice unit.
3. Connect port1 of the FortiVoice unit directly or to the same subnet as a TFTP server.
4. Copy the new firmware image file to the root directory of the TFTP server.

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5. Verify that the TFTP server is currently running, and that the FortiVoice unit can reach the TFTP server.
To use the FortiVoice CLI to verify connectivity, enter the following command:
execute ping 192.168.2.99
where 192.168.2.99 is the IP address of the TFTP server.
6. Enter the following command to restart the FortiVoice unit:
execute reboot
7. As the FortiVoice units starts, a series of system startup messages are displayed.
Press any key to display configuration menu........
You have only 3 seconds to press a key. If you do not press a key soon enough, the
FortiVoice unit reboots and you must log in and repeat the execute reboot command.
8. Immediately press a key to interrupt the system startup.

If you successfully interrupt the startup process, the following messages appears:
[G]: Get firmware image from TFTP server.
[F]: Format boot device.
[B]: Boot with backup firmware and set as default.
[I]: Configuration and information.
[Q]: Quit menu and continue to boot with default firmware.
[H]: Display this list of options.
Enter G,F,B,I,Q,or H:
9. Type G to get the firmware image from the TFTP server.
The following message appears:
Enter TFTP server address [192.168.2.99]:
10. Type the IP address of the TFTP server and press Enter.
Enter Local Address [192.168.2.99]:
11. Type a temporary IP address that can be used by the FortiVoice unit to connect to the TFTP server.
Enter File Name [image.out]:
12. Type the firmware image file name and press Enter.
The FortiVoice unit downloads the firmware image file from the TFTP server and displays a message similar to the
following:
Save as Default firmware/Backup firmware/Run image without saving:[D/B/R]
13. Type R.
The FortiVoice image is loaded into memory and uses the current configuration, without saving the new firmware
image to disk.
14. To verify that the new firmware image has been loaded, log in to the CLI and type:
get system status
15. Test the new firmware image.
l If the new firmware image operates successfully, you can install it to disk, overwriting the existing firmware,
using the procedure Upgrading the firmware on page 375.

l If the new firmware image does not operate successfully, reboot the FortiVoice unit to discard the temporary
firmware and resume operations using the existing firmware.

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Upgrading the firmware
Before upgrading the firmware of the FortiVoice unit, review the Release Notes for the new
firmware version. The Release Notes document includes the most current upgrade
information such as the supported upgrade path and may contain details that were unavailable
at the time this guide was created.
Older versions of the firmware may not be supported by the configuration upgrade scripts that
are used by the newest firmware. As a result, you may need to upgrade to an intermediate
version of the firmware first, before upgrading to your intended version.
You can use either the GUI or the CLI to upgrade the firmware of the FortiVoice unit.
Administrators whose access profile contains Read-Write access in the Others category, such as the admin
administrator, can change the FortiVoice firmware.
To determine if you are upgrading your firmware image, examine the firmware version number. For example, if your
current firmware version is v64,build0446 and you are changing to v64,build0469, then the later build number
indicates that you are upgrading your firmware image.
To upgrade the firmware using the GUI
1. Download the firmware image files from the Fortinet Support website. For details, see Downloading the firmware
image file on page 373.
2. Back up the configuration and call data. For details, see Backing up the configuration on page 108.
3. Log in to the GUI as the admin administrator, or an administrator account that has system configuration read and
write privileges.
4. To upload the firmware for an upgrade:
a. Go to Dashboard > Status.
b. In the System Information widget, go to Firmware version and click Update.
c. Locate and select the file, and then click Open.
d. To confirm the upload, click Yes.
Your web browser uploads the firmware file to the FortiVoice unit. The FortiVoice unit installs the firmware and
restarts. Time required varies by the size of the file and the speed of your network connection.
5. Clear the cache of your web browser and restart it to ensure that it reloads the GUI and correctly displays all
changes.
6. To verify that the firmware was successfully installed, log in to the GUI and go to Dashboard > Status and in the
System Information area. Text appearing in the Firmware version row indicates the currently installed firmware
version. [
To install firmware using the CLI
modem cable.
4. Initiate a connection from your management computer to the CLI of the FortiVoice unit, and log in as the admin
administrator, or an administrator account that has system configuration read and write privileges.

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8. Enter the following command to download the firmware image from the TFTP server to the FortiVoice unit:
execute restore image tftp <name_str> <tftp_ipv4>
where <name_str> is the name of the firmware image file and <tftp_ipv4> is the IP address of the TFTP server.
For example, if the firmware image file name is image.out and the IP address of the TFTP server is
192.168.2.99, enter:
execute restore image tftp image.out 192.168.2.99
One of the following messages appears:
This operation will replace the current firmware version!
Do you want to continue? (y/n)
or:
Get image from tftp server OK.
Check image OK.
This operation will downgrade the current firmware version!
9. Type y.
The FortiVoice unit downloads the firmware image file from the TFTP server. The FortiVoice unit installs the
firmware and restarts. Time required varies by the size of the file and the speed of your network connection.
If you are downgrading the firmware to a previous version, the FortiVoice unit reverts the configuration to default
values for that version of the firmware. You must either reconfigure the FortiVoice unit or restore the configuration
file.
10. If you also use the GUI, clear the cache of your web browser and restart it to ensure that it reloads the GUI and
correctly displays all tab, button, and other changes.
11. To verify that the firmware was successfully installed, log in to the CLI and type:
get system status
12. Go to Verifying the configuration after an upgrade on page 376.
Verifying the configuration after an upgrade
After upgrading to a new firmware image, verify that the configuration has been successfully converted to the format
required by the new firmware and that no configuration data has been lost.
In addition to verifying the successful conversion, verifying the configuration also provides familiarity with new and
changed features.
To verify the configuration upgrade
1. Clear your browser’s cache and refresh the login page of the GUI.
2. Log in to the GUI using the admin administrator account.
Other administrator accounts may not have sufficient privileges to completely review the configuration.
3. Review the configuration and compare it with your configuration backup to verify that the configuration has been
correctly converted.

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Downgrading the firmware
Downgrading the firmware is not recommended.
The downgrade process may cause the FortiVoice system to remove parts of the configuration
that are invalid for that earlier version.
After downgrading the firmware, you may be unable to restore your previous configuration
from the backup configuration file.
In some cases, you may lose all call data and configurations.
You can use either the GUI or the CLI to downgrade the firmware of the FortiVoice unit.
Administrators whose access profile contains Read-Write access in the Others category, such as the admin
administrator, can change the FortiVoice firmware.
To determine if you are downgrading your firmware image, examine the firmware version number. For example, if your
current firmware version is v64,build0469 and you are changing to v64,build0446, then the earlier build number
indicates that you are downgrading your firmware image.
To downgrade to an earlier firmware version using the GUI
3. Log in to the GUI as the admin administrator, or an administrator account that has system configuration read and
write privileges.
4. To upload the firmware for an upgrade:
a. Go to Dashboard > Status.
b. In the System Information widget, go to Firmware version and click Update.
c. Locate and select the file, and then click Open.
d. To confirm the upload, click Yes.
Your web browser uploads the firmware file to the FortiVoice unit. The FortiVoice unit installs the firmware and
restarts. Time required varies by the size of the file and the speed of your network connection.
The FortiVoice unit reverts the configuration to default values for that version of the firmware.
5. Clear the cache of your web browser and restart it to ensure that it reloads the GUI and correctly displays all
changes.
6. Reconnect to the FortiVoice unit to either reconfigure the FortiVoice unit or restore the configuration file. For details,
see
7. To verify that the firmware was successfully installed, log in to the GUI and go to Dashboard > Status and in the
System Information area. Text appearing in the Firmware version row indicates the currently installed firmware
version.
To downgrade to an earlier firmware version using the CLI

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modem cable.
8. Enter the following command to download the firmware image from the TFTP server to the FortiVoice unit:
execute restore image tftp <name_str> <tftp_ipv4>
where <name_str> is the name of the firmware image file and <tftp_ipv4> is the IP address of the TFTP server.
For example, if the firmware image file name is image.out and the IP address of the TFTP server is
192.168.2.99, enter:
execute restore image tftp image.out 192.168.2.99
One of the following messages appears:
This operation will replace the current firmware version!
or:
Get image from tftp server OK.
Check image OK.
This operation will downgrade the current firmware version!
9. Type y.
If you are downgrading the firmware to a previous version, the FortiVoice unit reverts the configuration to default
values for that version of the firmware. You must either reconfigure the FortiVoice unit or restore the configuration
file.
10. If you also use the GUI, clear the cache of your web browser and restart it to ensure that it reloads the GUI and
correctly displays all tab, button, and other changes.
get system status
12. Reconnect to the FortiVoice unit using its default IP address for port1, 192.168.1.99, and restore the configuration
file. For details, see Reconnecting to the FortiVoice unit on page 378 and Restoring the configuration on page 379.
Reconnecting to the FortiVoice unit
After a firmware downgrade, the FortiVoice unit reverts to default settings for the installed firmware version, including the
IP addresses of network interfaces through which you connect to the FortiVoice GUI and/or CLI.
If your FortiVoice unit has not been reset to its default configuration, but you cannot connect to
the GUI or CLI, you can restore the firmware, resetting the FortiVoice unit to its default
configuration in order to reconnect using the default network interface IP address. For more
information, see Performing a clean firmware installation on page 380.

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To reconnect using the CLI

modem cable.
2. Start a terminal emulation software such as PuTTY.
3. Configure the software to connect directly to the communications (COM) port on your computer and click OK.
4. Use the following serial connection settings:
Bits per second 9600

Data bits 8
Parity None
Stop bits 1
Flow control None
5. Start a serial connection to connect to the FortiVoice CLI.

The login prompt appears.
6. Type admin and press Enter twice.
The following prompt appears:
Welcome!
7. Enter the following command:
set system interface <interface_str> mode static ip <address_ipv4> <mask_ipv4>
where:
l<interface_str> is the name of the network interface, such as port1
l<address_ipv4> is the IP address of the network interface, such as 192.168.1.10
l <mask_ipv4> is the netmask of the network interface, such as 255.255.255.0

set system interface <interface_str> config allowaccess <accessmethods_str>
where:
l <interface_str> is the name of the network interface configured in the previous step, such as port1
l <accessmethods_str> is a space-delimited list of the administrative access protocols that you want to allow
on that network interface, such as ping ssh https
The network interface IP address and netmask are saved.
9. You can now reconnect to either the web UI or CLI through that network interface. For information on restoring the
configuration, see Restoring the configuration on page 379.
Restoring the configuration
After a firmware downgrade or clean firmware installation, you may be able to restore a backup copy of the configuration
file from your local computer using either the GUI or CLI. For information about configuration backup, see Backing up the
configuration on page 108.
To restore the configuration file using the GUI
1. Clear your browser’s cache. If your browser is currently displaying the GUI, also refresh the page.
2. Log in to the GUI.

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4. Under Restore Configuration, click Browse to locate and select the configuration file that you want to restore, then
click Restore.
The FortiVoice unit restores the configuration file and reboots. Time required varies by the size of the file and the
speed of your network connection.
5. After restoring the configuration file, verify that the settings have been successfully loaded.
To restore the configuration file using the CLI
2. Connect a network interface of the FortiVoice unit directly or to the same subnet as a TFTP server.
execute restore config tftp <file_name> <tftp_ipv4>
This operation will overwrite the current Setting!
(The current admin password will be preserved.)
6. Enter y.
The FortiVoice unit restores the configuration file and reboots. Time required varies by the size of the file and the
speed of your network connection.
7. After restoring the configuration file, verify that the settings have been successfully loaded.
Performing a clean firmware installation
Performing a clean firmware installation can be useful if:

l You are unable to connect to the FortiVoice unit using the GUI or the CLI.
l You want to install firmware without preserving any existing configuration.
l A firmware version that you want to install requires that you format the boot device (see the Release Notes
accompanying the firmware).
Unlike a firmware upgrade or downgrade, a clean firmware installation re-images the boot device. Also, a clean firmware
installation can only be done during a boot interrupt, before network connectivity is available, and therefore requires a
local console connection to the CLI. A clean install cannot be done through a network connection.
Back up your configuration before beginning this procedure, if possible. A clean install resets
the configuration, including the IP addresses of network interfaces. For information on
backups, see Backing up the configuration on page 108. For information on reconnecting to a
FortiVoice unit whose network interface configuration has been reset, see Reconnecting to the
FortiVoice unit on page 378.

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If you are downgrading to an earlier FortiVoice version, you may not be able to restore your
previous configuration from the backup configuration file.
To perform a clean firmware installation

1. Download the firmware image file from the Fortinet Support website. For details, see Downloading the firmware
modem cable.
3. Initiate a local console connection from your management computer to the CLI of the FortiVoice unit, and log in
as the admin administrator, or an administrator account that has system configuration read and write privileges.
4. Connect port1 of the FortiVoice unit directly to the same subnet as a TFTP server.
To use the FortiVoice CLI to verify connectivity, if it is responsive, enter the following command:
7. Enter the following command to restart the FortiVoice unit:
execute reboot
or power off and then power on the FortiVoice unit.
8. As the FortiVoice units starts, a series of system startup messages are displayed.
Press any key to display configuration menu........
9. Immediately press a key to interrupt the system startup.
You have only 3 seconds to press a key. If you do not press a key soon enough, the
FortiVoice unit reboots and you must log in and repeat the execute reboot command.
If you successfully interrupt the startup process, the following messages appear:
[G]: Get firmware image from TFTP server.
[F]: Format boot device.
[B]: Boot with backup firmware and set as default.
[I]: Configuration and information.
[Q]: Quit menu and continue to boot with default firmware.
[H]: Display this list of options.
Enter G,F,B,I,Q,or H:
10. If the firmware version requires that you first format the boot device before installing firmware, type F. (Format boot
device) before continuing.
11. Type G to get the firmware image from the TFTP server.
Enter TFTP server address [192.168.2.99]:
12. Type the IP address of the TFTP server and press Enter.
Enter Local Address [192.168.1.188]:

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13. Type a temporary IP address that can be used by the FortiVoice unit to connect to the TFTP server.
Enter File Name [image.out]:
14. Type the firmware image file name and press Enter.
The FortiVoice unit downloads the firmware image file from the TFTP server and displays a message similar to the
following:
Save as Default firmware/Backup firmware/Run image without saving:[D/B/R]
15. Type D.
The FortiVoice unit reverts the configuration to default values for that version of the firmware.
16. Clear the cache of your web browser and restart it to ensure that it reloads the GUI and correctly displays all tab,
button, and other changes.
get system status
The firmware version number appears.
18. Either reconfigure the FortiVoice unit or restore the configuration file from a backup. For details, see Restoring the
configuration on page 379.

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

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Prerequisites
l You have created and configured the assistant and manager extensions in Extension > Extension > IP Extension.
For details, see Configuring IP extensions on page 176.
l You have added the FortiFone-380 phones to FortiVoice and assigned them to the extensions. For details, see
Configuring desk phones on page 155.
To configure SLA, complete the following sections:
1. Configuring an SLA group on page 384
2. Configuring the programmable key profile for a primary extension on page 385
3. Configuring the programmable key profile for a member extension on page 385
4. Updating the phone configurations on page 386
5. Viewing SLA configuration details for an extension on page 386
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.

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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.
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:
a. Go to Extension > Extension > IP Extension.
b. Double-click on the primary extension. For example, 500 (Luke).
c. Go to Device Setting > Programmable keys and select the profile. For example, 380-SLA-primary.
d. 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.
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.

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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:
a. Go to Extension > Extension > IP Extension.
b. Double-click on extension 101.
c. Go to Device Setting > Programmable keys and select the profile. For our example, it's 380-SLA-member.
d. Click OK.
e. 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

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)

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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.

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www.fortinet.com
Copyright© 2023 Fortinet, Inc. All rights reserved. Fortinet®, FortiGate®, FortiCare® and FortiGuard®, and certain other marks are registered trademarks of Fortinet, Inc., and other Fortinet names herein
may also be registered and/or common law trademarks of Fortinet. All other product or company names may be trademarks of their respective owners. Performance and other metrics contained herein were
attained in internal lab tests under ideal conditions, and actual performance and other results may vary. Network variables, different network environments and other conditions may affect performance
results. Nothing herein represents any binding commitment by Fortinet, and Fortinet disclaims all warranties, whether express or implied, except to the extent Fortinet enters a binding written contract,
signed by Fortinet’s General Counsel, with a purchaser that expressly warrants that the identified product will perform according to certain expressly-identified performance metrics and, in such event, only
the specific performance metrics expressly identified in such binding written contract shall be binding on Fortinet. For absolute clarity, any such warranty will be limited to performance in the same ideal
conditions as in Fortinet’s internal lab tests. Fortinet disclaims in full any covenants, representations, and guarantees pursuant hereto, whether express or implied. Fortinet reserves the right to change,
modify, transfer, or otherwise revise this publication without notice, and the most current version of the publication shall be applicable.

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Administration Guide

FortiVoice Phone System 7.0 .0

FORTINET VIDEO GUIDE

CUSTOMER SERVICE & SUPPORT

FORTINET TRAINING & CERTIFICATION PROGRAM

FORTINET TRAINING INSTITUTE

END USER LICENSE AGREEMENT

FortiVoice Phone System 7.0.0 Administration Guide 3

FortiVoice Phone System 7.0.0 Administration Guide 4

FortiVoice Phone System 7.0.0 Administration Guide 5

FortiVoice Phone System 7.0.0 Administration Guide 6

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Date Change description

2023-08-16 Updated Configuring SMS on page 120.

2023-09-08 Updated Importing a list of extensions on page 188.

FortiVoice Phone System 7.0.0 Administration Guide 10

Registering your Fortinet product

Customer service and technical support

FortiVoice Phone System 7.0.0 Administration Guide 11

Fortinet Knowledge Base

Feedback about Fortinet technical documentation

Fortinet technical documentation uses the following conventions:

FortiVoice Phone System 7.0.0 Administration Guide 12

Cautions and notes

Highlights useful additional information, often tailored to your workplace activity.

Style Description Example

FortiVoice Phone System 7.0.0 Administration Guide 13

Style Description Example

FortiVoice Phone System 7.0.0 Administration Guide 14

Connecting to the FortiVoice GUI

Connecting to the FortiVoice GUI using default settings

FortiVoice Phone System 7.0.0 Administration Guide 15

c. Enter a password in New password and Confirm password.

Connecting to the FortiVoice GUI using custom settings

FortiVoice Phone System 7.0.0 Administration Guide 16

6. If the two-factor authentication is set up on FortiAuthenticator:

FortiVoice Phone System 7.0.0 Administration Guide 17

1 To access the system security status and security audit details.

4 To access the CLI console.

FortiVoice Phone System 7.0.0 Administration Guide 18

6 Click to access the following functions:

7 To access the tabs associated with a selected sub-menu.

Checking the system security

GUI field or button Description

FortiVoice Phone System 7.0.0 Administration Guide 19

GUI field or button Description

Secure TFTP This option monitors if the system TFTP is enabled.

HTTP This option monitors if HTTP is enabled on the port Interfaces.

FortiVoice Phone System 7.0.0 Administration Guide 20

GUI field or button Description

l VoIP services: Used to receive incoming calls.

FortiVoice Phone System 7.0.0 Administration Guide 21

Configuring setups for phone users

Logging in to the user portal

FortiVoice Phone System 7.0.0 Administration Guide 22

l Use the operator console to process organization calls.

Changing the voicemail PIN