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2 Copyright 2012 Fortinet, Inc. All rights reserved. Reproduction, adaptation or translation without prior written permission is prohibited, except as allowed under the copyright laws. Fortinet trademarks, servicemarks, trade names, and logos (together, Marks ), including, but not limited to, Fortinet, FortiVoice, FortiGate, FortiGuard and other Fortinet Marks including those listed at are to be used solely to the benefit of Fortinet and in compliance with Fortinet s applicable policies. Fortinet may change its Marks and its associated policies at any time. Other product or company names used herein may be trademarks of their respective owners. March 5, 2012 Revision 1

3 TABLE OF CONTENTS TELEPHONES AND PERIPHERALS Which phones should I use with my FortiVoice System? Do multi-line phones work with FortiVoice? Does FortiVoice work with IP phones and soft phones? Do I need a VoIP-enabled FortiVoice to use IP phones? The FortiVoice Network How do IP phones connect to FortiVoice? Will IP phones slow my computer network down? If I use an IP phone, does that mean I m using VoIP? What happens to my IP phones in a power outage? Can I have line appearance? What s my local extension capacity? What type of headsets work with FortiVoice? INSTALLATION What is the difference between extensions and lines? Can I install FortiVoice myself? How can I get installation assistance? Does FortiVoice work with T1 lines? Is FortiVoice covered by a warranty? CALL HANDLING AND MESSAGING What happens if all the phone lines are in use? How do remote extensions work? Does FortiVoice automatically detect faxes? TABLE OF CONTENTS III

4 Can FortiVoice handle incoming calls differently after hours? Does FortiVoice work with call waiting? Can I keep my phone company voic ? What is call cascade? What is toll restriction? How does call back/call bridge work? What do line hunt groups do? EXPANSION AND UPGRADABILITY Can I upgrade voic time? Can I upgrade the capacity of my FortiVoice? USING VOIP Do I need VoIP for my office? How does FortiVoice work with VoIP? Does FortiVoice work in overseas locations? Does FortiVoice work with third-party VoIP services? GENERAL Is FortiVoice a PBX or Key system? IV TABLE OF CONTENTS

5 TELEPHONES AND PERIPHERALS Which phones should I use with my FortiVoice System? We offer a full range of telephones that are tailor-made to work with FortiVoice, but you're not tied to our phones. FortiVoice works with standard analog telephones, including cordless and cordless digital (900 MHz, 2.4 GHz) phones. FortiVoice also works with selected IP phones and softphones. Do multi-line phones work with FortiVoice? Yes, with two options for connection. Most two-line phones have separate plug-ins for two incoming telephone lines (line 1 and line 2). If your two-line telephone does not have separate plug-ins, you can use a Line 1/Line 2 line splitter to separate the two lines. Option #1 (Use your phone as one FortiVoice extension): Disregard the telephone's Line 2 jack (plug-in). Connect the telephone's Line 1 plug-in to any one of FortiVoice s extension jacks. You will still be able to access both telephone lines in the same manner as if you were using a single line telephone attached to FortiVoice. Option # 2 (Use your phone as two FortiVoice extensions.): You could use your two-line telephone as two separate FortiVoice extensions. Connect the telephone s Line 1 and Line 2 plug-ins to two separate extension jacks. Does FortiVoice work with IP phones and soft phones? Yes. The SIP standard was designed to facilitate interoperability of all SIP-based devices. For best performance, we ve tested and approved the following IP phones for use with FortiVoice. Polycom Series 301,320,321,330,331,430,501,550,601,650 Grandstream GXP2000,GXP2020 Counterpath Eyebeam soft client Some FortiVoice features may work slightly differently with different phones. Specific firmware versions for each phone are supported. FREQUENTLY ASKED QUESTIONS 1

6 Do I need a VoIP-enabled FortiVoice to use IP phones? No! You can use traditional phone lines with IP phones, and VoIP lines with analog phones. FortiVoice is a true hybrid, which means you can use either kind of telephone with either kind of trunk. 2 FREQUENTLY ASKED QUESTIONS

7 The FortiVoice Network VoIP and PSTN? LAN networking? Remote extensions and external IP extensions? Here s how it all works together: FREQUENTLY ASKED QUESTIONS 3

8 How do IP phones connect to FortiVoice? Via your LAN, the same way a computer does. IP phones use your computer network to carry your telephone calls. In many cases the phone at a workstation will be plugged into the computer, which is then plugged into the LAN. In larger offices, you (or your IT manager) might choose to keep your IP phones and your computers on separate IP networks, in which case you ll plug them in to a dedicated network socket, which is connected to the FortiVoice Ethernet port. Will IP phones slow my computer network down? No. IP phones use minimal bandwidth on the internal network and generally run at speeds of 80 to 100 kbps. If you are running a gigabit network you should not connect a PC to the LAN through an IP phone, because FortiFones support 10/100 base-t not 10/1000 base-t. However, having IP phones on your network will not cause slowdowns. If I use an IP phone, does that mean I m using VoIP? No. VoIP is the service by which you make and receive phone calls over the Internet. An IP phone will function with traditional phone lines as well as with Voice over IP phone lines. Using IP phones in no way limits you to VoIP phone service. With FortiVoice, you are still free to choose the type of provider that works best for you, regardless of the type of phones you decide to use. What happens to my IP phones in a power outage? IP phones will not work without power, but analog phones can. In the event of a power outage, all calls get routed over line 1 to jack E4 (extension 114). If you have an analog phone connected to jack E4, it will continue to function. No other extensions will function, whether they are analog or IP phones. Even if you choose IP phones for your system, you may want to keep a spare analog phone handy. Keeping in touch in a power outage is as simple as connecting an analog phone to jack E4. Once the power comes back, the system will resume normal function. Can I have line appearance? Yes! Most FortiFones have line appearance. Depending on how you want to view your calls and lines, you can also get the FortiVoice Console software, which allows all users to see and control their calls directly on their PCs. What s my local extension capacity? Your system s extension capacity varies based on the model you own and whether or not you ve added a license for extra extension capacity. FVC (expandable to 32) FVC (expandable to 32) FVC No matter the overall capacity of your system, all of the extensions can be IP phones, and some of them can be analog phones. 4 FREQUENTLY ASKED QUESTIONS

9 Each unit has 4 or 8 analog extension ports. The number of analog extension ports is the maximum number of analog extensions for that unit. The rest of the extensions must be IP extensions. The number of analog extension ports is the second number in the name of the model. For example, an FVC-24 has 4 analog ports and a total extension capacity of 16, so you can have: 4 analog extensions and 12 IP extensions, or 3 analog extensions and 13 IP extensions, or 2 analog extensions and 14 IP extensions, or 1 analog extension and 15 IP extensions, or 16 IP extensions. The maximum total number of extensions in a networked FortiVoice system is 64 per location. What type of headsets work with FortiVoice? FortiVoice works with any standard amplified wired or wireless headset manufactured by Plantronics, Jabra, Addcom, Accutone and VXI. INSTALLATION What is the difference between extensions and lines? Lines are the connections to the telephone network supplied to you by your telephone company. Extensions are the telephones attached to telephone lines. FortiVoice allows two or more extensions to use the same line. For example, if you have two telephone lines connected to your FortiVoice system, two people can make outbound or take inbound calls at the same time. While they're on the phone, the remaining extensions can speak to each other or retrieve voic , but anyone trying to make an outbound call would hear a rapid busy signal. Can I install FortiVoice myself? Yes, and many FortiVoice customers do. FortiVoice installation is designed to be simple enough that customers can do it themselves. The complexity of the installation depends on the wiring in your office. It is particularly straightforward in any new office building with typical star wiring. If this is the case, you will only need to plug in your phones. Alternatively, you can hire an Authorized FortiVoice Reseller to wire and/or install FortiVoice for you. How can I get installation assistance? FortiVoice Authorized Resellers can install and configure your system for you. We can help you find a FortiVoice Authorized Reseller in your area. FREQUENTLY ASKED QUESTIONS 5

10 Does FortiVoice work with T1 lines? Yes. Although there is no direct connection for a T1 Line, FortiVoice can work with a T1 Line and a Multiplexer (MUX), which splits the T1 into regular analog phone lines that can be plugged into the FortiVoice. Is FortiVoice covered by a warranty? Yes. FortiVoice is covered with a one-year limited warranty on the entire contents of the FortiVoice package. We also offer a 30-day money back satisfaction guarantee on products purchased directly from us in North America. In addition to the one-year limited warranty, all FortiVoice units sold in the United States and Canada are eligible for FortiCare. CALL HANDLING AND MESSAGING What happens if all the phone lines are in use? As with any phone system, you can only make or receive as many simultaneous phone calls as you have phone lines. If all your lines are in use, incoming callers will receive a busy signal, and further extensions will be unable to make external calls. How do remote extensions work? FortiVoice remote extensions allow you to stay connected anywhere. Remote extensions are external phones that FortiVoice treats as local extensions. Calls made to your office can be forwarded by FortiVoice to any other land line, cell phone or pager you choose. Once you ve entered the remote phone number in the FortiVoice configuration, it s accessed by a remote extension number. Calls are forwarded by dialing out on one of your phone lines. Does FortiVoice automatically detect faxes? Yes. If your calls are answered by the auto attendant, it can automatically detect faxes and route them to your fax machine. With automatic fax detection, you don t need a dedicated fax line. Can FortiVoice handle incoming calls differently after hours? Yes. With mode scheduling, three sets of call answering options can be set up. You can greet callers with one message during business hours, a different one after hours and another on holidays. After-hours calls can also be routed to available staff, a different number, or directly to voic . Modes can be switched via your telephone using touch-tone commands, or automatically switched at times of day, days of the week or holidays that you configure. 6 FREQUENTLY ASKED QUESTIONS

11 Does FortiVoice work with call waiting? FortiVoice can work with call waiting, but we don t recommend it for use with the system. Because the auto attendant is unable to respond to a call waiting interruption, incoming calls will be handled inconsistently. We recommend adding an extra line if your call volume is too large for your current configuration. Can I keep my phone company voic ? Yes. Although the FortiVoice built-in voic handles all of your messaging needs, keeping your phone company voic is a good idea if you anticipate receiving more calls than you have lines to accommodate. Your phone company voic can capture callers who would otherwise receive a busy signal. What is call cascade? Call cascade is a powerful, flexible feature of FortiVoice that routes calls through a series of options if the targeted extension isn t available. Call cascade settings can be configured to ring other local extensions, remote extensions or ring groups, or it can send calls to another announcement or to voic . Different call cascades can be triggered depending on whether the target extension is busy, not answered, on do not disturb or screens the call. What is toll restriction? Toll restriction prevents selected extensions of your system from placing long distance calls. How does call back/call bridge work? Call back and call bridge work together to save you money by allowing you to place calls from your office telephone system when you are away from the office. For example, you can check your voic and place some calls from your system while you re at a hotel overseas. Instead of using expensive hotel lines, you can have FortiVoice call you at the hotel. Once that call is connected, you can access your system and place calls through FortiVoice. This allows you to take advantage of your office long distance savings plan while you're on the road. Once connected, you can call extensions, check voic , change system settings and access Call Bridge, which allows you make outbound calls using the FortiVoice phone lines. What do line hunt groups do? FortiVoice automates the selection of an available outside telephone line with line hunt groups. When you place an outbound call from a local extension, FortiVoice finds an available line. You can also activate automatic route selection to have FortiVoice automatically place specific kinds of calls on specific lines. For example, you can constrain long distance calls to lines or VoIP trunks that have particularly good long distance rates. FREQUENTLY ASKED QUESTIONS 7

12 EXPANSION AND UPGRADABILITY Can I upgrade voic time? Yes. Voic capacity can be increased with memory upgrades. Can I upgrade the capacity of my FortiVoice? The maximum capacity of FortiVoice systems is 32 lines, 32 VoIP trunks, 64 local and 64 remote extensions. You can increase the capacity of your FortiVoice system up to these limits by adding an upgrade or networking multiple systems. USING VOIP Do I need VoIP for my office? No, but VoIP might save you money and improve your communication. If you ve been shopping for a phone system, you ve probably heard an awful lot about VoIP and how it can make telephone communication less expensive and more effective. That s true to some degree, but it doesn t mean you need VoIP. Many FortiVoice users don t use VoIP at all, but choose to connect only to the traditional telephone network. If you have one location and don t make many longdistance calls, that might be all you need. And that means you don t have to pay extra for a VoIP-enabled FortiVoice system. If you change your mind, that s okay; you can always add VoIP to your system later. However, if you have multiple locations, or if you spend a lot on long distance, VoIP might be for you. How does FortiVoice work with VoIP? VoIP-enabled FortiVoice systems use the Internet in addition to the traditional telephone network for calls, which can improve your integration over multiple locations and save you money. FortiVoice can use VoIP to seamlessly, cost-effectively connect locations or to connect to a VoIP service. As with any IP PBX, VoIP-enabled FortiVoice systems require broadband connections. Does FortiVoice work in overseas locations? FortiVoice is currently in use in many countries outside of North America, but because different countries have different voltage requirements, dial tones and telecommunication regulations, we recommend you contact us for specific details about operability in your location. Does FortiVoice work with third-party VoIP services? Yes. Any VoIP-enabled FortiVoice system can be connected to VoIP services from any of our approved service providers. 8 FREQUENTLY ASKED QUESTIONS

13 GENERAL Is FortiVoice a PBX or Key system? Who cares? FortiVoice can work either way. Private Branch Exchange (PBX) and Key systems allow their users to share telephone company lines between multiple telephone users. PBX systems conveniently automate this function and typically offer many additional features. FortiVoice is a PBX system, and it has all of the rich features that PBX systems do. But it can also run the way a Key system does, with line appearance on selected FortiFones. FREQUENTLY ASKED QUESTIONS 9

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