FortiVoice Enterprise Phone System 5.0.0 User Guide

FortiVoice™ Enterprise Phone System 5.0.0
User Guide
FortiVoice Enterprise Phone System 5.0.0 User Guide
August 20, 2015
1st Edition
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Using FortiVoice user web portal
FortiVoice user web portal is a special web site located on a FortiVoice unit. This web portal
allows you to:
• check your voicemail including playing, deleting, or saving the voicemails
• receive and send fax
• check your call record for received, placed, or missed calls
• check your recorded calls including playing, deleting, or saving the voicemails
• view your corporate phone directory
• check the feature codes that you can dial on your phone keypad
• configure your extension according to your preferences
• manage calls
• configure phone profiles
• customize sound files
• set phone call reminders
• use the operator console to process organization calls
• use the call center console to process call queues
Several modern, popular web browsers are supported, so you can use FortiVoice user web
portal through the web browser of your choice.
To access FortiVoice user web portal, in your browser’s location or address bar, enter the URL
that was provided to you by your network administrator. You will need your extension number
and voicemail PIN to log into the portal.
This topic includes:
• Managing voicemail
• Working with fax
• Managing recorded calls
• Checking call records
• Viewing corporate directory
• Managing calls
• Customizing sound files
• Viewing feature access codes
• Configuring phone profiles
• Setting a reminder
• Choosing extension preferences
• Using the operator console
• Using the call center console
Managing voicemail
Voicemail > Inbox/Old menu displays all of your voicemails including urgent and old ones. You
can select a voicemail and click Play to listen to it, Stop to pause it, Delete to remove it, or
Download to save it.
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Working with fax
You can send and receive faxes using the portal. If your administrator enables you to monitor a
fax extension, you can also manage all of the faxes received on that fax extension.
To view and download a fax received on your extension, go to Fax > Inbox.
To view and download a fax sent from your extension, go to Fax > Sent.
To send a fax, go to Fax > Sent. Click New and configure the following:
GUI field
Description
To
Enter the fax number to which you want to send the fax.
Header information: Enter the fax header such as receiver’s name, subject, or number of
pages.
Attachment type
Select the fax attachment type.
Attachment
Click Browse to locate the fax you want to send.
Send
Click to send the fax.
To monitor a fax extension, go to Fax > Monitor. Click the fax you want to monitor. You can view,
delete, resend, forward, and download a fax sent to this fax extension.
Managing recorded calls
The Call Recording menu displays all of your recorded calls. You can select a call and click Play
to listen to it, Stop to pause it, Delete to remove it, or Download to save it.
You can record a call by entering the call recording feature code on the keypad while in call. For
information on the feature codes, see “Viewing feature access codes” on page 6.
Checking call records
The Call Log/CDR (Call Detail Record) menu displays all your phone call records, including the
time of the call, the caller and receiver, the call duration, the call status, and the call direction.
You can filter the call records display by clicking the Search button and enter criteria that
records must match in order to be visible. You can also save the call records by clicking the
Download button.
To view missed calls, go to Call Log/CDR > Missed.
To view received calls, go to Call Log/CDR > Received.
To view placed calls, go to Call Log/CDR > Placed.
Viewing corporate directory
The Directory menu displays all of the extensions in your organization, including the extension
number, display name on the phone, location of the extension, and the extension type.
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You can call an extension by double-clicking it.
Managing calls
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.
To manage a call
1. Go to Call Handling.
2. Select a call status at the top of the page.
Each status can only be used for one call management configuration.
If you select Black List, the call management configuration will apply to the numbers added
in the Black List configuration. See “Black List” on page 13.
3. For Call Process, select System default action or User defined action.
The System default action changes depending on the status selection.
4. If you select User defined, click New to define a call process according to a schedule.
• Select a default Schedule for the call action. You can click View to display the schedule
details.
• Select an Action for the call process. You can select multiple actions to process a call in
sequence. For example, you can select Play announcement and then Auto attendant. In
this case, an incoming call will be transferred to the auto attendant after an
announcement is played.
Default action is equal to the action when you select System default action under Call
Process.
• If you select Follow me, select a follow me profile. For information on configuring
follow me, see “Follow Me” on page 13.
This option is available only if your administrator enables call forwarding in your
extension’s user privilege.
• If you select Play announcement, select a sound file. For information on configuring
sound files, see “Customizing sound files” on page 5.
• If you select Auto attendant, select a default auto attendant.
• If you select Forward, enter the number to which you want to forward the call.
This option is available only if your administrator enables call forwarding in your
extension’s user privilege.
• Click Create.
5. Click OK.
Customizing sound files
You can make sound files to be used in call management when you select the Play
announcement action in call process configuration. For details, see “Customizing sound files”
on page 5.
To customize a sound file
1. Go to Custom Sounds > Custom Sounds.
2. Click New.
3. Enter a name for the sound file.
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4. For Action, click Call me to ring your extension and record an announcement using the
phone. Click Upload to import an announcement and Download to save an announcement.
Viewing feature access codes
By default, the FortiVoice unit has defined the following codes for you to access certain features
by dialing the codes on your phone keypad. Your administrator may have redefined the codes.
Go to Feature Code Index and view the codes and their descriptions.
The default codes include:
Code
Description
**
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 **. The PBX will
prompt you to enter the account code assigned by your administrator.
Once you pass authorization, you can use PBX service just like a local
extension.
*1
During a call, dial *1 and then the extension number of a second person
to transfer the call to the person without talking to the person.
*10
Hot-desking refers to the sharing of one phone by multiple users at
different time periods.
Dial *10 to check hot desk login status including login expiry time.
*11
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
and enter his extension number and voicemail PIN following the
prompts.
*12
To log out hot desking, press *12 and enter your extension number and
voicemail PIN.
*15
This code is used to remove the extension number of a FortiFone by the
administrator.
Dial *15 on any FortiFone that connects to the FortiVoice unit and enter
the administrator PIN.
*16
This code is used to remove the extension number of a FortiFone.
Dial *16 on your FortiFone that connects to the FortiVoice unit and enter
the voicemail PIN.
*17
This code is used to set an extension number for a FortiFone by the
administrator.
Dial *17 on any FortiFone that connects to the FortiVoice unit and enter
the administrator PIN. You can then enter an existing extension to set it
as the extension of this phone.
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*18
This code is used to set an extension number for a FortiFone by a
phone user.
Dial *18 on any FortiFone that connects to the FortiVoice unit and enter
the voicemail PIN provided by the administrator. You can then enter an
existing extension to set it as the extension of this phone.
*2
During a call, dial *2 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.
*3
Dial *3 to record a phone conversation.
Before doing so, have the agreement of the person you talk with or
check your local laws regarding phone recording.
*4
Dial *4 to park a call.
*411
Dial *411 to access the phone directory where you can look for an
extension by entering a person’s name.
*5
Dial *5 to monitor a call by listening to it. You also need to enter your
voicemail PIN.
*61
Dial *61 to log into the queues of which your extension is a member.
*62
Dial *62 to log out of the queues of which your extension is a member.
*63
Dial *63 and enter your voicemail password and the queue extension to
log into this queue.
The voicemail password is required only if this option is selected for
your extension by the administrator.
*64
Dial *64 and enter your voicemail password and the queue extension to
log out of this queue.
The voicemail password is required only if this option is selected for
your extension by the administrator.
*65
Dial *65 and enter your voicemail password to login all members of a
queue of which your extension is a member.
The voicemail password is required only if this option is selected for
your extension by the administrator.
*66
Dial *66 and enter your voicemail password to logout all members of a
queue of which your extension is a member.
The voicemail password is required only if this option is selected for
your extension by the administrator.
*67
Dial *67 and enter your voicemail password and the reason code to
pause all queues of which this extension is a member.
*68
Dial *68 and enter your voicemail password and the reason code to
unpause all queues of which this extension is a member.
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*72
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.
*75
Dial *75 and enter a maid code to show the room cleaning status.
*77
Dial *77 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.
*78
Dial *78 to turn on the Do Not Disturb service. Callers will hear the busy
sound when they dial your number.
*79
Dial *79 to turn off the Do Not Disturb service. Otherwise, callers will
hear the busy sound when they dial your number.
*80
As a pickup group member, you can dial *80 on your phone to pick up a
call from any ringing extension.
*81
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.
*82
An administrator with the privilege can dial *82 followed by 1, 2, or 3 and
the administrator PIN to temporarily replace the original system
schedule with one of the three default ones. You may also modify the
temporary schedule. Dial *820 to go back to the original schedule.
*92
Dial *92 and an extension to intercom that extension.
*97
Dial *97 from your own phone and then enter your voicemail password
to directly access your voice mailbox.
*98
Dial *98 from any extension and then enter your extension number and
voicemail password to access your voice mailbox.
0
Dial 0 to access the operator.
DNDTGL
This is for supporting the DND key on the FortiFones. Press the DND
key on the FortiFone to turn DND on or off.
UNPARK
This is for supporting the Unpark key on the FortiFones. Press this key
on the FortiFone to unpark a call.
Configuring phone profiles
This option is only available for FortiFone 260i and above.
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.
If your administrator has applied an administrator defined phone profile to your extension, you
can only view your phone profile. If your administrator has applied a user defined phone profile
to your extension or you choose User defined phone profile in “Choosing extension
preferences” on page 10, you can configure your phone profile.
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To configure a phone profile
1. Go to Phone Profile.
2. Configure the following:
GUI field
Description
Automatic Configuration
Display option
Select what to display on the extension: your name only or
name and number.
Set Programmable
Phone Key
Allows you to program the phone keys for FortiFone-260i to
560i. For FortiFones with expansion modules, you can select
the module to program the keys.
After completing programing the keys, you can click
Download printable label to save and print out the
configuration and label it on the phone.
Note that keys 1 and 2 are reserved and cannot be
programmed.
If you select One key dial or User defined function for a key,
you need to enter the information in the Resource field based
on your phone configuration. For example, if you select User
defined for key 3 and you want to map this key to your
voicemail code such as *78, enter *78 in the Resource field.
3. Click Apply.
Setting a reminder
You can schedule daily events and send event reminders. One reminder record can contain
multiple reminder events.
To schedule an event
1. Go to Reminder and click New.
2. Configure the following:
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GUI field
Description
Title
Enter a name for the reminder event.
Location
Enter the location for the event.
Start time
Specify when the event starts.
Recurrence
Click None to configure recurrence settings.
Description
Enter any notes as required.
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Guest
Click Add to select the internal and external phone numbers to
which you want to send event reminder calls.
If you want to delete a number, select the number and click
Remove.
Reminder audio
Configure the reminder audio that are sent to the selected guest
phones.
• Default: The reminder audio will be a beep sound.
• Create New: Click to customize the reminder audio. For
Action, click Call me to record a message from an extension;
Upload to look for an existing reminder audio; and Download
to save the audio file. For Extension, if you select Call me for
Action, select the extension on which you want to record a
message.
• Click Create and Create to exit.
Choosing extension preferences
The Preferences menu lets you customize your extension settings, including basic settings,
sound files, web user portal display, speed dial, voicemail PIN, phone transfer, phone number
black list, and phone profile.
To set extension preferences
1. Go to Preferences > Preferences.
2. Configure the following:
GUI field
Description
Settings
Number
Displays your extension number. This is view-only.
Display name
Displays the caller ID on the extension. This is usually the name
of the extension user and is view-only.
Emergency caller ID Enter the caller ID to display on the destination phone when
you dial emergency number such as 911.
External caller ID
If you want to display a particular caller ID on a called phone
instead of the FortiVoice main number or the trunk phone
number, enter it here. The format must be name<phone
number>, such as jdoe<2221111234>.
If you are not sure about this feature, contact your
administrator for more information.
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Ring duration
Enter the phone ringing duration in seconds before an
incoming call goes to voicemail.
Call forward
Select to forward phone calls and enter the phone number to
forward the calls.
Call waiting
Select to enable call waiting.
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Do not disturb
Select to enable DND.
Message waiting
indication
Select to enable phone indication that a message is received.
Voicemail handling
(Caller press 0
during
announcement)
Select to allow a caller to press 0 to talk to the operator during
announcement.
Notification Options
Voicemail
Select the type of email notification when this extension has a
voicemail:
• None: Do not send any notification.
• Simple: Send an email notification.
• Attachment: Send an email notification with the voicemail
attached.
Fax
Select the type of email notification when this extension has a
fax:
• None: Do not send any notification.
• Simple: Send an email notification.
• Attachment: Send an email notification with the fax
attached.
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Missed call
Select On if you want to send an email notification when an
incoming call is missed.
Email address
Enter the email address(es) to which the email notifications for
voicemails, faxes, or missed calls are sent.
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Voicemail Options
Configure greeting, unavailable, and busy messages.
Name: Name the voicemail audio.
• Default: Use the system default name for the audio.
• Personal: Use your own name for the audio.
• Click Call me to ring your extension and record an audio
name using the phone, such as your name or extension
number.
• Click Upload to import an audio name, such as your
name or extension number.
• Click Play to listen to an audio name.
• Click Erase to delete an audio name.
• Click Download to save an audio name.
Greeting: Select the voicemail greeting mode.
• Default: The system defined greeting.
• Simple: The greeting that applies to any time.
• Scheduled: The greeting that comes with a schedule.
• Audio file: Click to configure the greeting.
• Click Call me to ring your extension and record a
message such as a greeting, unavailable, or busy
message using the phone.
• Click Upload to import a message such as a greeting,
unavailable, or busy message.
• Click Play to listen to a message such as a greeting,
unavailable, or busy message.
• Click Erase to delete a message such as a greeting,
unavailable, or busy message.
• Click Download to save a message such as a greeting,
unavailable, or busy message.
If you select Scheduled for Greeting, click New to add a
system schedule or create a new one. You can also add a
greeting which is the audio file you configured when clicking
Audio file.
Display Preference
Default portal
Select the default user web portal.
Prompt language
Select the prompt language for the extension. The default is
English.
Web GUI language
Select the language for the user web portal.
Theme
Select the display theme for the user web portal.
Time zone
Select the time zone for the user web portal.
Account Management
Click Change Voicemail PIN Number to change the password
for accessing the voice mailbox and the user web portal.
Agent
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PIN required to
login/logout from
phone
Select to enable an agent to log into/log out of a queue from
the extension using the user PIN.
PIN required to
pause/unpause
from phone
Select to enable an agent to pause/unpause a queue from the
extension using the user PIN. To pause means the agent is not
answering calls.
For information on feature access codes, see “Viewing feature
access codes” on page 6.
For information on feature access codes, see “Viewing feature
access codes” on page 6.
Auto-pause after
agent login queue
Select to automatically put the agent in pause (not ready)
status after the agent logs into a queue. The agent can
unpause a queue to answer calls.
For information on feature access codes, see “Viewing feature
access codes” on page 6.
Speed Dial Setting
Collapse and enter a phone number in the Number field to map
a phone key with a phone number for speed dialing.
Follow Me
This feature allows a call to your extension to be transferred to
another destination when you are not available.
To configure follow me:
1. Click New.
2. Enter a Name for this setting.
3. Under Follow Me Numbers, click New to enter a phone
number to which the call to your extension can be
transferred.
4. Enter the phone ringing duration in seconds before the call
goes to voicemail.
5. Click Create, then Create.
Repeat the steps 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.
Black List
Click New to enter the phone number you want to block from
calling your extension.
Call Handling
For more information on quick call handling, see “Handling
calls” on page 14.
Effective mode lists the three default schedules. After you set
up quick call handling schedules, you can dial *721, *722, or
*723 followed by the voicemail password to temporarily
replace the original schedule with one of the three default ones.
You may also modify the temporary schedule. Dial *720 to go
back to the original schedule.
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Phone Profile
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.
This option is only available for FortiFone 260i and above.
Phone profile
Select a profile type if your phone type is FortiFone 260i and
above:
• Admin defined: Choose this type to select a system level
phone profile which defines the phone configuration. You
can only view the profile.
• User defined: Choose this type to set the programmable
phone keys. For details, see “Configuring phone profiles”
on page 8.
Select a profile if your phone type is other than FortiFone 260i
and above.
FortiFone Call
Preference
If this extension is for a FortiFone, you can configure its call
preferences.
Direct call
Select to add direct call function to this phone, that is, as soon
as you pick up the phone, it dials the number you set
automatically.
Direct call number
If you select Direct call, enter the number to call. For example,
the number of your paging system.
Direct call timer
Enter the time in seconds to wait before the number dialing
starts after the phone is picked up.
You can enter a different number to call before the set time
expires.
Auto answer
Select to enable this phone to automatically answer phone
calls without being picked up.
6. Click Apply.
Handling calls
Preferences > Preferences > 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 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 quick call
1. Go to Preferences > Preferences > Call Handling.
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2. Click Quick call handling.
3. Select a call status at the top of the page.
Each status can only be used for one call management configuration.
4. For Call Process, select System default action or User defined action except for the Out of
office status.
5. If you select System default action, the three quick call modes are the same as listed under
Effective mode.
6. If you select User defined, click New to define a call process according to a schedule.
• Select a pre-configured Schedule for the call action. You can click View to display the
schedule details. Schedules can be created when configuring Voicemail Options.
• Add an Action for the call process. You can add multiple actions to process a call in
sequence. For example, you can add Play announcement and then Auto attendant. In this
case, an incoming call will be transferred to the auto attendant after an announcement is
played.
Default action is equal to the action when you select System default action under Call
Process.
• If you select Follow me, select a follow me profile. For information on configuring
follow me, see “Follow Me” on page 13.
This option is available only if call forwarding is enabled by your administrator in the
extension’s user privilege.
• If you select Play announcement, select a sound file. For information on configuring
sound files, see “Customizing sound files” on page 5.
• If you select Auto attendant, select a system auto attendant profile.
• 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 by your administrator in the
extension’s user privilege.
• Click Create.
7. Click OK.
Using the operator console
If your extension is assigned the operator role by your administrator, an Operator Console
button appears on the top of your web portal. Clicking the button opens the operator console
where you can process phone calls on the Web as your organization’s phone operator.
Managing active calls
In the Active Calls pane, when an active call appears, you can select the call and click the icons
at the top of the pane to:
• pick up the call
• hang up the call
• transfer the call by dragging and dropping it to an extension in Idle, In Use, Busy, Ringing, or
On Hold status in the Directory pane
• hold the call
• transfer the call by dragging and dropping it to the voicemail of an extension in Idle, In Use,
Busy, Ringing, or On Hold status in the Directory pane
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If the operator needs to make a call using the console, do one of the following:
• in the Directory pane, select the extension you want to call and click the Call icon at the top
of the Active Calls pane.
• click the Call icon at the top of the Active Calls pane. Enter the extension to call and click
Call.
The FortiVoice unit will first ring the callee’s extension and, once the call is connected, will then
ring the caller’s extension.
In the Active Calls pane, you can filter the calls by category, direction, and status. The Call filter
has the following options:
• All: displays all phone calls.
• Short: displays ringing calls and calls to and from the operator extension.
• Mine: displays calls to and from the operator extension.
Checking the directory
The Directory pane of the console lists the extensions of your organization in various statuses.
You can filter the extensions using the buttons at the top.
Managing hotel room status
The Room Status pane lets you set hotel room statuses.
Once 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
1. In the Room Status pane.
2. Select more than one room in the list.
Depending on the situations of the rooms you select, the Check in, Check out, Privilege,
Condition code, and Guest status buttons become active.
3. Click a button to batch-configure the room status and apply it to all rooms.
To configure a single hotel room status
1. In the Room Status pane.
2. Select a room extension and click Edit.
3. Configure the following:
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GUI field
Description
Number
The extension number of the room. You can click the number and
modify it if required.
Guest phone
Select to bind the extension with the room and make the room a guest
room.
Room
The hotel room number. You can click the number and modify it if
required.
Location
Click to enter the room location.
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If you have selected Guest phone, configure the following:
Checkin status
Choose the room status to configure: Checked-out or Checked-in.
Guest name
Enter the name of the guest for this room.
This option is available only if the Checkin status is Checked-in.
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 FortiVoice Enterprise Phone System Administration
Guide.
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 the Checkin status is Checked-in.
Room condition Select the cleaning status of the room. You can add a new code or edit
the current one. For more information, see “To set room condition
codes” on page 17.
4. Click OK.
To set room condition codes
1. In the Room Status pane.
2. Click New for Room condition to add a code or select an existing code and click Edit to
modify it.
3. Select the protocol for connecting to your PMS.
4. Enter a code number.
5. Enter the code description.
6. Click Create.
Using the call center console
Depending on the call queues of which you are a member and your agent profile, you may click
Call Center Console to work with the queues and agents of the queues.
Once in the Call Center Console, you can log into the queues you want and work with active
calls, directory, queues, waiting callers, agents of the queues, and recent calls.
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FortiVoice Enterprise Phone System 5.0.0 User Guide
Appendix: Using Voicemail
To use the FortiVoice voicemail, press the Voicemail or Message button on your phone and
enter the voicemail PIN provided by your administrator. You can then follow the voice prompts
to manage your voicemail.
Following is the FortiVoice voicemail menu structure. Numbers represent the keys on the phone.
1 Play voicemail message.
3 Advanced options.
1 Reply to a voicemail.
3 Listen to the date and time when the message was left and the caller’s phone number.
5 Leave a message in the mailbox of an extension.
4 Play previous message.
5 Repeat current message.
6 Play next message.
7 Delete current message.
8 Forward message to another mailbox.
1 Prepend the message.
2 Forward message without prepending.
9 Save message into a folder.
0 Save into the new message folder.
1 Save into the old message folder.
2 Save into the work message folder.
3 Save into the family message folder.
4 Save into the friends message folder.
# Exit.
2 Change folders.
0 Play messages in the new message folder.
1 Play messages in the old message folder.
2 Play messages in the work message folder.
3 Play messages in the family message folder.
4 Play messages in the friends message folder.
# Exit.
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FortiVoice Enterprise Phone System 5.0.0 User Guide
3. Advanced options.
5 Leave a message for an extension.
* Return to the main menu.
0 Greeting options. (After recording a message, press 1 to accept it, 2 to listen to it, and 3 to
redo the recording.)
1 Record your “unavailable” message.
2 Record your “busy” message.
3 Record your name.
4 Record your temporary greeting.
1 Record your temporary greeting.
2 Erase your temporary greeting.
5 Change your password.
* Return to the main menu.
* Repeat the current voice prompt.
# Exit.
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FortiVoice Enterprise Phone System 5.0.0 User Guide
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