FortiVoice. Version 7.00 User Guide

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1 FortiVoice Version 7.00 User Guide

2 FortiVoice Version 7.00 User Guide Revision 2 28 October 2011 Copyright 2011 Fortinet, Inc. All rights reserved. Contents and terms are subject to change by Fortinet without prior notice. Trademarks The names of actual companies and products mentioned herein may be the trademarks of their respective owners. Visit these links for more information and documentation for your Fortinet product: Technical Documentation - Fortinet Knowledge Center - Technical Support - Training Services -

3 TABLE OF CONTENTS INTRODUCTION FortiVoice usage What s in this guide? What you should know Single unit installation Networked units installation VoIP installation Connecting devices Important information Electrical shock Power and lightning surge protection Power adapter and power cord Power failure Change password frequently PBX fraud Emergency service numbers External audio source isolation Call redirection and service provider billing advisory Cleaning Finding the information you need Using the table of contents and the index Navigating with cross-references Where to go for further information Guide conventions CHAPTER 1: INSTALLATION FortiVoice package contents Recommended system specifications Unit front panel What the flashing lights mean Unit back panel Installing the FortiVoice management software Updating the firmware Initial configuration Select location for installation Connect FortiVoice to a network or a PC Ethernet connection Internet connection Connecting telephone lines Connecting phones Analog phones IP phones TABLE OF CONTENTS 3

4 2-line analog phones line analog phones Connecting other devices Modems Connecting a fax machine Option 1 Dedicated fax line Option 2 Distinctive ring Option 3 Automatic fax detection via the auto attendant Connecting to the PA (public address) jack Setting up music on hold External audio source Internal audio file Networking FortiVoice units on a LAN Connecting FortiVoice units to a LAN Ethernet switch Power up all the FortiVoice units Setting or changing the unit ID Keep track of the lines and extensions Optimizing the system for networked use Configuration settings Outgoing line hunt groups Auto attendants Voic Special considerations when connecting multiple units to a LAN Upgrading FortiVoice units Enabling licensed add-ons Verifying the connections Installing FortiVoice Click-to-Dial software CHAPTER 2: CONFIGURATION Introduction Starting the Management software About System time Current mode My system Voic messages Administration Administration System numbering plan Region selection Language Dial 0 or 9 routing Scheduling Modes Change mode Remotely Locally Scheduling System time Date & time Time zone NTP server IP Configuration System IP settings TABLE OF CONTENTS 4

5 Local proxy Public IP address Router port forwarding Configuring the router manually On-Hold/Ringback On-hold settings Deleting a music on hold file Playing music on hold on the PA system Transfer settings Service notification settings Import an list server settings Outgoing server authentication Outgoing server port numbers Incoming server authentication Incoming server port numbers Incoming mail server options Testing the server settings Managing voic messages Setting up POP3 service with Microsoft Exchange Risks of enabling POP3 service Security recommendations VoIP Configuration Setting up a multi-branch profile Activate profile Provisioning details SIP server SIP client Authentication System VoIP options VoIP Caller ID Line reservation Setting up a service provider profile Activate profile Automatic configuration Manual configuration Provisioning details Viewing registrar entries Viewing registration status Setting codec options Local Extensions/Fax Local Extensions/Fax page Extension tab Direct line access Hotline access Hunt group permissions Caller ID settings Regular extension details IP extension details Configuring IP phone keys Setting handset ID for 850i or 860i phones Counterpath or other IP phone About call cascades Setting up call handling Busy call cascade TABLE OF CONTENTS 5

6 No answer call cascade Answered call cascade Do not disturb cascade Setting do not disturb mode Ignoring call cascades for unanswered intercom calls Ignoring call cascades for calls transferred from local extensions Voic tab Mailbox greeting Caller options Notification options Setting up notification by Setting up notification by phone Setting up notification by pager Setting up the notification options Setting up message waiting light activation Voic screening Adding IP phones Overview External IP extensions Configuring the router Configuring the router manually Adding 350i, 450i and 550i IP phones Connecting the IP phone to the network Adding the extension to the system IP extension details area About programmable function keys Programming 350i function keys Saving a key assignment template Using a key assignment template Programming 450i function keys Programming 550i function keys Programming the 350i, 450i or 550i IP phone as an external IP extension If registration does not work Adding 850i and 860i IP phones Installing the base Configuring the phone as an IP extension Configuring the 850i or 860i for use within the office IP extension details area Programming the phone as an external IP extension Using the phone with a traditional phone line Further configuration Checking and updating firmware Phone programmable key functions Adding Polycom IP Phones Adding the extension to the system IP extension details area Configuring the system for external IP extensions Connecting the Polycom phone to the network Programming the Polycom IP phone Configuring the phone to point to the firmware files Adding Grandstream IP phones Adding the extension to the system IP extension details area Configuring the system for external IP extensions Connecting the Grandstream phone to the network Programming a Grandstream IP phone TABLE OF CONTENTS 6

7 Adding Counterpath IP phones Adding the extension to the system IP extension details area Configuring the system for external IP extensions Configuring a new SIP account Updating eyebeam software Adding Other IP Phones Remote Extensions Remote Extension tab About call cascades Setting up call handling Voic tab Mailbox greeting Caller options Notification settings Remote extensions and telephone company services Ring and Page Groups About call cascades Setting up call handling Caller ID options General Voice Mailboxes Mailbox greeting Caller options Notification options Voic Preferences Global message waiting indicator Mailbox setting Mailbox access Voic management Mailbox status Unassigned messages Reset mailboxes Delete password Voic Broadcast Add Broadcast Group Permissions Activate access codes Access code configuration Adding an access code Removing an access code Extensions requiring an access code Restricting extensions Selecting all extensions Clearing restrictions System Speed Dials Activate speed dial Import system speed dial list Export system speed dial list Caller ID name tagging Telephone Lines Activate line Phone numbers Phone line services Line reversal settings Call handling Line optimization TABLE OF CONTENTS 7

8 VoIP Numbers Activate VoIP number Phone number Multi-branch profile Service provider profile Username and password Registration status Call handling Caller ID (or CLID) Based Routing Caller ID lookup list or CLID matching list Caller ID or CLID Routing Groups Setting up caller ID routing with an extension Line Hunt Groups Activate hunt group Hunt group line assignments Hunting order for outgoing calls Hunt group busy overflow for outgoing calls Overflow tone notification Auto AttendanTS Configuring auto attendants Actions during auto attendant playback Action performed after auto attendant playback Working with auto attendant messages Recording a new message Listening to the recorded message Loading a message Erasing a message Example auto attendant Setting up the dial-by-name directory Setting the PBX extension length Auto Route Selection Introduction About automatic route selection About toll restriction About leading digits About carrier codes ARS and direct line access ARS and the 3-Way Calling/Conference service ARS and emergency service numbers Planning automatic route selection and toll restriction Setting up automatic route selection and toll restriction Activate automatic route selection Carrier code prefixes Emergency service numbers Auto route selection Restricting local extension access to specific hunt groups Allowing a local extension to bypass ARS and toll restriction Regulatory advisory notice Call Bridge (DISA) Using call bridge Activate account Hunt group access Auto Call Back Using auto call back Activate auto call back Account options TABLE OF CONTENTS 8

9 Recording an announced message Prompted Call Back Using prompted call back Activate prompted call back Account options Recording an announced message File menu New Template Open > Location Open > Configuration File Save Save To > File Save To > Location Retrieve Settings Close Exit Tools menu Memory Usage Voic Manager > Mailbox Status Voic Manager > Delete Mailbox Password Voic Manager > Reset Mailboxes Terminal Window (CLI) Syslog Output Call Logging Output (CDR) Defaults > Entire Configuration Defaults > Current Page Uninstall License Click-to-Dial Update Phone Update Firmware Reboot System Options menu Paging Options Overhead Paging Transfer Preferences To local extension tab To remote extension tab To ring group tab From auto attendant tab From home phone tab Call Reminders VoIP Trunking SIP server registration VoIP ports Clock Preferences Internal Calls Call Back Caller ID Dial-by-name Directory Call Park Set Date & Time Troubleshooting menu Auto Attendants Extensions > Regular Analog Extensions Extensions > IP Extensions TABLE OF CONTENTS 9

10 Fax Detection Telephone Lines > Audio Telephone Lines > Detection and Timers VoIP VoIP ports SIP Server Registration Timer UPnP View Blocked IP Addresses Firewall Test System Information and Diagnostics System Information Local Extensions VoIP Numbers Network Memory Usage Support Tools > Call Logging Options Support Tools > Software Configuration Logs CHAPTER 3: USING FORTIVOICE Receiving calls With the auto attendant Using an analog extension Making calls Placing an intercom call Overhead paging Two-way paging One-way group paging Place out-of-office calls from a local extension Click-to-Dial from Microsoft Outlook Receiving calls For your local extension For any other local extension For a specific local extension While you re on a call Placing calls on hold Transferring calls to an extension Unscreened transfer Screened transfer Transferring calls to an outside number Unscreened transfer Screened transfer Parking and retrieving calls Parking a call Retrieving a parked call Queuing and retrieving callers Queuing callers at a local extension Queuing callers at a ring group Using call waiting Conference calling Two local FortiVoice extensions and one outside caller Two outside callers and one local extension Using an IP extension Making calls Placing an intercom call Overhead paging TABLE OF CONTENTS 10

11 Two-way paging One-way group paging Place out-of-office calls from a local extension Receiving calls For your local extension For any other local extension For a specific local extension While you re on a call Placing calls on hold Transferring calls to an extension Unscreened transfer Screened transfer Transferring calls to an outside number Unscreened transfer Screened transfer Call park parking and retrieving callers Parking a caller Retrieving a parked call Queuing and retrieving callers Using call waiting Conference calling with FortiVoice Two FortiVoice local extensions and one outside caller Two outside callers and one local extension Fortifone phone programmable key functions Using VoIP Using a standard phone connected in parallel to FortiVoice Making and receiving calls Transferring calls Modems and telephone line access Forwarding calls out of the office Automatic call forwarding Manual call forwarding Conditional call forwarding Transferring calls from a remote extension Screening options for forwarded calls Using the voic system Activating voice mailboxes Retrieving messages and accessing a voice mailbox Using Voic broadcast Recording an announcement on a local extension Pager and cell phone notification Music on hold Music on hold and call forwarding to remote extensions Switching modes Switching modes manually Switching modes automatically Using call bridge and call back Using call bridge Using call back Activating call back Using prompted call back activation Using auto call back activation Accepting the call back Directly answering the call back Using the announced message option TABLE OF CONTENTS 11

12 CHAPTER 4: CALL DETAIL RECORD LOGGING Introduction Enabling call detail record logging Unit log file Retrieving call data records Call reporting Browser Analyzing the data CHAPTER 5: VOIP INFORMATION About SIP About SIP servers Selecting a location for the SIP server Connecting to a network Connecting to local and IP networks Confirming network capacity Configuring IP addresses Starting the FortiVoice Management software Setting the system IP settings Setting the public IP address Configuring the router Configuring the router manually External IP extensions Multi-branch VoIP network Setting up a multi-branch profile for the SIP server Setting up a multi-branch profile for a SIP client Configuring VoIP numbers for a multi-branch VoIP network Setting up line hunt groups Advanced VoIP configuration Saving settings to FortiVoice Verifying the multi-branch VoIP network Service provider VoIP network Setting up a service provider profile Activate profile Automatic configuration Manual configuration Provisioning details Setting codec options Configuring VoIP numbers for a service provider VoIP network Setting up line hunt groups Advanced VoIP configuration Setting up caller ID Reserving VoIP lines Saving settings to FortiVoice Verifying registration FAQ How does VoIP work? Does a VoIP call sound like an analog phone call? What happens if the power goes out or if the IP network to VoIP fails? Can a firewall prevent VoIP calls from passing through? What is SIP? What is a VPN? Can a VPN help to carry data securely over the Internet? What s the difference between a public IP address and a private IP address? TABLE OF CONTENTS 12

13 What is NAT and how does it affect VoIP? What s the difference between a static IP address and a dynamic IP address and what effect does this have on VoIP? What is a SIP server? What is dynamic DNS? What is the drawback of using dynamic DNS? How often will my public IP address change? What is a port number? Multi-branch VoIP network administration form CHAPTER 6: TROUBLESHOOTING AND SUPPORT Troubleshooting What the flashing lights mean All lights flash slowly together Line 1 and 3 flash alternately with line 2 and Line 1 and 4 flash alternately with line 2 and All lights > Data flash in a slow alternating sequence, continuously Line 1 and 2 flash alternately with line 3 and Line 2 and 3 flash Configuration I am not able to retrieve settings I am unable to configure the system using a touchtone phone Auto attendant The auto attendant does not play when calls come in The auto attendant message is broken up or very faint The auto attendant answers calls before any of the extensions ring The auto attendant is transferring calls to the wrong extension The auto attendant answers calls, but does not transfer them to the extensions Calls are going to my phone company voic instead of being answered by the system How do I access my voic remotely? Music on hold Callers hear the One moment please message and then total silence when the auto attendant transfers their call to an extension Callers hear only silence when put on hold at an extension Call routing Callers are disconnected when transferring calls from one extension to another I can t use my conference/3-way calling feature from the phone company I m unable to place intercom calls from a local extension Answering and fax machines The answering machine and/or fax machine picks up calls before they can be answered by telephone extensions Incoming faxes are not automatically detected and routed to the fax machine Local extensions I am unable to access lines with a local extension My PC (internal or external) modem cannot dial out One of the local extensions (telephones) does not ring Extension(s) ring, but there is no caller When I try to access voic , I hear a busy tone Multiple units I can t reach an extension across the LAN The configuration does not show the other unit(s) After recording an auto attendant greeting, I can t play it back Calls are not always reaching my voic TABLE OF CONTENTS 13

14 Calls across the LAN are lower in volume VoIP I hear a re-order tone when I try to dial a VoIP location Callers complain the sound is distorted or choppy When I call someone or they call me, voice is only heard in one direction Support Appendix A: Functions and Commands Functions you can enter from local extensions Functions you can enter from outside phones Functions you can enter in command mode Appendix B: Telephone Company Calling Services Caller ID Distinctive Ring Voic Call Waiting Way Calling/Conference Transfer and Clear Hunt/Rollover Other services Services using call back Services using prompted call back Services and systems using Flash Services using Ringback Tones Services using line reversals Appendix C: FortiVoice and Power Interruptions Appendix D: Specifications Appendix E: Home/Office Wiring Instructions Appendix F: Safety and Regulatory Information Appendix G: Limited Warranty GLOSSARY INDEX TABLE OF CONTENTS 14

15 INTRODUCTION Thank you for purchasing the FortiVoice phone system. Please read this section before you start installing the product. FORTIVOICE USAGE The FortiVoice unit you have purchased is designed and supplied to meet the technical standards for use in specific countries and for connection to the major telephone service providers in those countries. It is subject to regulatory certification and compliances as detailed in the appendices. WHAT S IN THIS GUIDE? The FortiVoice User Guide contains all the information you need, whether you are installing a single FortiVoice unit or multiple VoIP enabled units. It is intended to be a complete reference accompanying the FortiVoice Start Guide that ships with every FortiVoice unit. This document contains important information to help you minimize your installation effort and to get the most out of the features and the flexibility of your FortiVoice system. We strive to make your experience with installation and configuration the most rewarding possible. We would ask you to read important information concerning power interruptions and safety precautions contained in the appendices in order to ensure your FortiVoice equipment is set up in the safest way possible while avoiding equipment damage. WHAT YOU SHOULD KNOW While the FortiVoice system is customer installable, certain skills are required if you need to route cables or to configure a network. The following points will help you determine the required skills: Configuring the FortiVoice system using the FortiVoice Management software can be performed by anyone with basic computer skills once the system is physically installed with proper networking equipment configurations (if two or more units are networked on a LAN). While most buildings are wired to accommodate FortiVoice system setup, the need to route telephone and/or network cabling can occur occasionally. If your organization does not have someone with this skill set, we recommend the use of an outside telephony system technician. INTRODUCTION 15

16 You may need to connect FortiVoice to network equipment such as a router, switch or hub with a connection to the Internet, and to configure a firewall, computer and FortiVoice for networked use internally and with Internet. If your organization does not have someone with this IT skill set, we recommend the use of an outside IT technician. If you are installing a single, non-voip, FortiVoice unit, anyone with basic computer skills can use the FortiVoice Start Guide and this user guide to perform a full installation and configuration. FortiVoice system installations can be categorized into some general configurations, such as single unit installation, networked units installation, VoIP or non-voip installation, etc. This section helps you determine your best possible plan of action using this guide, according to your installation type. While not every possible installation scenario is detailed below, determine which one better fits your situation and use its guidelines as a starting point. Troubleshooting and Support on page 269 provides solutions for common problems and the index at the back is a means to quickly navigate to specific areas. Single unit installation When installing a single, non-voip FortiVoice unit, you can skip the sections marked with the Networked and VoIP icons. Networked units installation When installing networked FortiVoice units, you require the sections marked with the Networked icon. VoIP installation When installing a VoIP-enabled unit, you require the sections marked with the VoIP icon. VoIP Information on page 240 provides an additional resource. Connecting devices When connecting the computer, telephone lines, local extensions and other devices to your FortiVoice unit(s), Installation on page 19 provides the information you need. IMPORTANT INFORMATION Electrical shock Do not open the enclosure, except as instructed to install an upgrade kit. When installing an upgrade kit, disconnect the power adapter before removing the enclosure cover, and replace the cover before reconnecting the power adapter. Do not expose the FortiVoice to any liquids; that can pose a risk of electrical shock. Power and lightning surge protection Surge protection devices are recommended to protect FortiVoice in areas subject to lightning or power surges. Please consult your reseller for recommended surge protection devices. If FortiVoice has been supplied with surge protection devices to meet local regulatory requirements, these devices must be installed as described in their installation instructions. Do not connect or disconnect any telephone lines during thunderstorms. INTRODUCTION 16

17 Power adapter and power cord Use only the power adapter and power cord supplied with your FortiVoice. Check the supply voltage matches the rating on the power adapter label. If your supply voltage does not match the power adapter rating, please consult your reseller. For safe operation, the FortiVoice power adapter must be connected to a power supply socket with a third pin (ground /earth). Power failure The equipment will not operate when mains power fails. In the event of a power failure, each FortiVoice unit will connect extension E4 to phone Line 1 to permit calls (except-au models). Calls must be dialed without a hunt group. All other FortiVoice functions will not be available until power is restored. We recommend that a telephone that does not depend on mains power be available for emergency use. Change password frequently Setting and frequently changing the system password is recommended to avoid unauthorized changes to system configuration and settings. PBX fraud It is recommended that call bridge (DISA) and call back passwords are changed frequently to avoid unauthorized users making telephone calls through the FortiVoice. Emergency service numbers Ensure emergency service numbers are not blocked by the toll restriction feature. Frequently used emergency service numbers are pre-programmed to avoid blocking, but other local numbers may be used in some locations. Before routing any emergency service numbers to a VoIP service provider, check that they do handle emergency service calls and any conditions associated with this service. External audio source isolation We recommend that any external audio source be connected to the FortiVoice unit using an approved Line Isolation Unit (e.g. A-Tick ( ) approved in AU). Call redirection and service provider billing advisory Use of the automatic route selection, toll restriction and call detail recording features does not imply any guarantee whatsoever by regulatory authorities, telephone service provider(s), FortiVoice or its distributors and resellers, with regard to the accuracy of these features and that the use of such features may not be considered by a telephone company in any disputes which may arise regarding the accuracy of any subscriber's telephone account. Cleaning Use a slightly moistened cloth or an anti-static cloth to clean FortiVoice. Do not use any solvents. Never use a dry cloth; electrostatic charges could damage the electronics in the system. Ensure, however, that no moisture penetrates into FortiVoice, which can result in damage. INTRODUCTION 17

18 FINDING THE INFORMATION YOU NEED The following user guide functionality helps you find the information you need quickly and enables you to skip the information you don t need. This will make your experience with this user guide and your FortiVoice system installation and configuration much more efficient. Using the table of contents and the index The table of contents at the front of this user guide contains all of the section headings and page numbers throughout the manual. The index at the back of the user guide contains a keyword reference with page numbers. If you are using this guide online in PDF format, the headings and page numbers will contain hyperlinks, allowing you to quickly navigate to the sections you need. Navigating with cross-references Cross-references are contained throughout the user guide in order to help you access related information and illustrations quickly. As with the headings and keywords located in the table of contents and index, these cross-references contain hyperlinks, allowing you to quickly navigate to the sections you need. Where to go for further information You can find FortiVoice documents on the FortiVoice software CD, in the FortiVoice folder in the Windows Start menu once the software has been installed, and in the following web site: /docs.fortinet.com GUIDE CONVENTIONS The FortiVoice User Guide uses the following text elements and icons as visual aids, making the manual more accessible. Text elements Italic Bold Italic Italicized text highlights labels within windows, references within the document, and references to other FortiVoice documents. Bolded text highlights window names, button names, menu commands, links, telephone keys, and text you are asked to type. Italicized text in double quotes highlights FortiVoice system voice prompts you hear from a telephone. Icons The Networked icon is used to mark sections with information pertaining to a setup where two or more FortiVoice units are networked together on alan. The VoIP icon is used to mark sections with information pertaining to a setup where VoIP is being used. The IP extension icon is used to mark sections with information pertaining to the set-up and use of IP extensions. The Alert icon is used to mark sections that are important. They may contain warnings or cautions alerting the user to pay special attention. INTRODUCTION 18

19 CHAPTER 1 INSTALLATION FORTIVOICE PACKAGE CONTENTS FortiVoice units ship with everything you need to get started. A power adapter, cables, management software CD and documentation comes with every unit. Refer to the FortiVoice Start Guide included with the unit to verify you have everything you need. If any of these items are missing, please contact your FortiVoice dealer. Caution: If FortiVoice has been exposed to low temperatures prior to installation, wait until the system has reached room temperature before connecting the power cord to avoid condensation. RECOMMENDED SYSTEM SPECIFICATIONS You will need a PC to configure your FortiVoice system. It should have: Fully updated Windows 7, Windows XP, Windows Vista 32-bit or Windows Updated Java Runtime Environment (version 6 update 23 or higher). Processor: 1 GHz. RAM: Windows 7 and Vista: 1 GB; Windows XP and 2000: 512 MB. Hard Disk Space: 250MB plus 140MB per FortiVoice system memory card. Screen Resolution: 1024x768. PC must connect to the FortiVoice via a Local Area Network (LAN), or directly to the FortiVoice LAN port. There is currently no support for Mac OS or Linux operating systems. There is no support for operating systems no longer supported by Microsoft, such as Windows 98, Windows ME and Windows 95. Network equipment: You will need to connect the FortiVoice LAN port to your network (ie. Ethernet switch, router, etc.) for ease of configuration and setting up IP phones. If you plan to use VoIP or external IP phones, you will also require a broadband Internet connection. INSTALLATION 19

20 UNIT FRONT PANEL The front panel consists of a power button, four line lights, and the power/data light. Figure 1: Front panel Light State Description Line 1 to Line 4 On Line is in use. Flickering Line is ringing. Pulsing slowly Line caller is on hold. Pulsing quickly Line is engaged by a device that is sharing the line with FortiVoice. Power/Data On FortiVoice is powered on. Flickering The FortiVoice unit is exchanging data with the computer via USB, for systems running version 6.12 or earlier firmware. Pulsing slowly A voic message has been left in one of the mailboxes. This indicator is disabled by default, but can be enabled. FortiVoice models with eight telephone lines do not have lights for Lines 5 to 8. What the flashing lights mean A FortiVoice unit flashes the lights on the front panel in patterns to show system activity and diagnostic conditions, as described in Chapter 6. See Troubleshooting on page 269. Unit back panel The PF box between E4 and L1 represents power failure support. In the event of a power failure or loss of power to FortiVoice, extension jack E4 is able to receive and make calls on Line 1. Note: not applicable in Australia. INSTALLATION 20

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