Virtual Numbers

Virtual Numbers
FortiVoice™ 200D/200D-T Virtual Number
Technical Note
FortiVoice 200D/200D-T Virtual Number Technical Note
April 24, 2013
1st Edition
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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
This technical note assumes that you use the FortiVoice 200D/200D-T 2.0 MR2 software. Use
this note in conjunction with the FortiVoice 200D/200D-T Administration Guide.
Scenarios and solutions
This technical note provides the solutions to meet with the needs of the following scenarios
using the FortiVoice virtual number, scheduling, ring group, and general mailbox features.
Example Company set up 110 as the hot line for its IT department which has 3 employees.
During work hours, anyone dials 110 will reach all 3 IT employees. If one employee answers the
call, the other 2 phones will stop ringing. If nobody answers the call, the call will be directed to a
general voicemail box which can be accessed by any of the IT employees. Outside work hours,
the call will be directed to an external cell phone number of an on-call employee.
1. On the FortiVoice web UI, go to Extension > User > General Mailbox and click New.
2. Configure a general mailbox called IT and add the 3 IT employees into the mailbox.
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FortiVoice 200D/200D-T Virtual Number Technical Note
3. Go to Service > Groups > Ring Group and click New to create a group called IT.
4. Add the 3 IT employees and set the Ring mode to All so that when the ring group number is
dialed, all 3 extensions will ring simultaneously.
5. Go to PBX > Profile > Schedule and click New and create 2 schedules:
• Schedule 1: Work_hour from 9am to 5pm, Monday to Friday.
• Schedule 2: Non-work_hour (any time outside the work hours).
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FortiVoice 200D/200D-T Virtual Number Technical Note
6. Go to Extension > Virtual Number > Virtual Number and click New to create a virtual number
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FortiVoice 200D/200D-T Virtual Number Technical Note
7. Under Call Process, do the following:
• Click New to add a call process for work hours by selecting Work_hour as Schedule, Ring
group as Action, and the ring group number you created in step 3 of this procedure. Click
• Click New to add a call process for work hours to direct calls to the general voice mailbox
(IT) created in step 2 of this procedure in case the calls fail to reach all 3 IT employees.
Select Work_hour as Schedule, General mailbox as Action, and the general mailbox
number. Click Create.
• Click New to add a call process for non-work hours by selecting Non_work_hour as
Schedule, Dial number as Action, and entering the employee’s on-call cell phone number
in the Phone number field. Click Create.
The created call processes are as following:
8. Test each scenario to verify the virtual number configuration functions as expected.
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FortiVoice 200D/200D-T Virtual Number Technical Note
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