FortiVoice. Reseller Training

Transcription

1 FortiVoice Reseller Training

2 Table of Contents Part One: Why FortiVoice?... 1 Part Two: FortiVoice Features... 7 Part Three: Phones, Software and More Part Four: Qualifying the Customer, Qualifying the Site Part Five: Installing and Configuring FortiVoice SMB Systems Part Six: FortiVoice SMB Systems and VoIP Part Seven: Troubleshooting FortiVoice SMB Systems Copyright 2013 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. Rev. August 19, 2013 ii FortiVoice Reseller Training

3 FortiVoice Reseller Training Part One: Why FortiVoice?

4 Part One: Why FortiVoice? Why FortiVoice? Big market segment Before we get into all the how to s about FortiVoice systems, I want to talk about why. Why should you sell FortiVoice systems? It s the money! It s cash, pure and simple. We ve sold over 100,000 of these products, most of them through resellers like you. Long-time resellers of ours know that you can make money selling the system, and you can deploy the system without all the costs associated with competing products. If you sell telephony hardware today from other manufacturers, you ll find that FortiVoice will fit into your line-up for customers who are too small for your other products. For you, FortiVoice will ensure that you can capture customers who might otherwise slip away if you don t have a solution. If you sell network stuff, you are definitely leaving money on the table if you don t sell phones. Every one of your customers today uses telephones, and they re buying them from someone. Why not you? There is just no shortage of end-customers. The phone is an absolutely essential tool for every business in the world. And amazingly, the customer base is recession-proof. Obviously, individual businesses are not recession-proof, but the number of businesses has actually risen in the US in the last few years, according to Dun and Bradstreet, as you can see here. Globally, 137,000 businesses start up every day. Every day. 99 per cent of them are small companies. Now, we make two kinds of FortiVoice systems, one line for small and medium businesses with up to 400 phone users per location, and one for offices of up to 2000 users. I ll talk about the bigger systems later, but I want to start with the SMB systems now, because of this statistic. 99% of all new businesses are small businesses, and small businesses are one of the things that FortiVoice does exceptionally well. Plus, unlike with network security apparatus, phone systems generally sell with a phone for every user in the customer s business. Those phone sales add up fast. FortiVoice can help you capture those sales, and that can double, triple or even quadruple your order size. 2 FortiVoice Reseller Training

5 Part One: Why FortiVoice? Top selling points: value And, there s a ton of potential there. If you sell telephony products, you re already aware of that. The hard part has always been reaching these businesses, particularly the smaller ones. The smaller businesses are a lot different than their bigger brothers and sisters, and the solutions available to them have traditionally been too expensive and too complicated for them or too dumbed down to deliver good features. That s where FortiVoice phone systems come in. Here s a look at what FortiVoice SMB systems do and why they re the right system to help you land sales from your SMB customers. These are their major selling points. First up: FortiVoice SMB systems are all about value. As you probably know from the field, the number one thing you encounter when you re trying to sell anything to a small business is a tight budget. Who s ever heard of a small business with money to burn? The really small ones have owners who feel every cost as though it s coming out of their own pockets, and none of them have a lot of cash to spare. This is more true today than ever. Small businesses like a good bargain, and they re suspicious of over-engineered products that cost a lot of money. But they re not stupid. Most small businesses know that the cheapest solution isn t always the best solution. What they re really looking for is value. They want to know that what they buy will do what they need it to do at the lowest possible price. That s the guiding vision behind FortiVoice SMB systems. That s what we look for in our phones. We re not hung up on being at the bleeding edge of technology. We re not hung up on a particular network. We re just hung up on delivering the features small businesses need at prices that fit their budgets. We re not making voice-activated touchscreen phones. We re making essential tools that small businesses can afford. 3 FortiVoice Reseller Training

6 Part One: Why FortiVoice? Top selling points: features Top selling points: simplicity Second is our feature set. With our SMB systems, our goal is to deliver big business phone features at small business prices. Features that help small businesses improve their professional image, control costs and stay connected anywhere. Whether your customer is a little two-man startup in a garage or a sophisticated multi-location operation, their FortiVoice system gives them the same features. It s all built-in. Everyone gets their own extension. Voic for everybody, and it includes voic to now even the smallest company can receive and manage their voic s from their . Auto attendants mean small business owners can give comprehensive options to callers, or even run two or three businesses off the same system with customized greetings for each. Remote extensions keep employees connected on their cell phones. Instead of calling an employee s cell phone number, now customers can just call in and dial their extension. So, FortiVoice has great value and great features for small and medium businesses. But the most important thing we build into every FortiVoice system isn t a feature. It s simplicity. For small business customers, simplicity is a huge relief. Most of small business owners we deal with don t know anything about phones or phone systems, and they don t want to know. They re too busy running their businesses, so they don t have the time and they don t have the inclination. Unlike most of the solutions offered by our competitors, FortiVoice systems are easy to understand, easy to buy and easy to use. That makes them easy to sell. This is one of the biggest differences between our systems and the traditional systems made by manufacturers like Mitel or Toshiba. And there s more: multilingual operation, ring groups, dialby-name directories, music on hold... and much more. 4 FortiVoice Reseller Training

7 Part One: Why FortiVoice? Top selling points: easy set-up Again, for your customers who can t afford a technician visit every time they do a move, add or change, they can do it themselves. Or you can do it remotely. It s a great pitch for the many businesses that are too small to have in-house IT people, and it ensures that you don t need to deploy your senior techs for customers who need changes. Top selling points: modular growth Part of our commitment to simplicity is that installing a FortiVoice SMB system is easy. If you re used to selling and installing the traditional phone systems on the market, you ll put fewer of your resources into getting your customers up and running. Our smallest systems can even be installed by your customers themselves, which means you can still capture the sale for customers who are so small they balk at installation fees. If you re a network VAR who s not familiar with traditional telephony manufacturers, consider yourself lucky! FortiVoice systems have standard RJ-11 connectors, so for our systems, in the bulk of the office spaces you encounter that have standard wiring, you ll just plug everything in and you re good. If you re using VoIP or IP phones, all you need is some basic familiarity with IP networks, and with basic LAN best practices, which we ll tell you more about later. Configuration is a snap, too. FortiVoice was designed to be configured by someone with no telephony experience which is pretty much every small business owner. Our Windows-based configuration software comes with the system and is easy to use and contains no industry jargon. You just load it up and attach it to the system, either directly or through the LAN, and then do the initial configuration. The system doesn t have to remain attached to a computer to work, by the way. FortiVoice also grows with your customers. FortiVoice can accommodate up to 400 users per location. Some small businesses stay small, others are built to grow, and in some cases grow rapidly. FortiVoice can handle that. Individual systems have capacity for up to 100 extensions, and up to four can be networked together to work as a single system with up to 400 users. So when your customers grow, you can slap in another system without sacrificing their previous investment, and there s no learning curve for them. Everything works the same as it did before. 5 FortiVoice Reseller Training

8 Part One: Why FortiVoice? Top selling points: hybrid VoIP/traditional of customers. You can even start customers off with traditional systems and add VoIP later when the customer wants it. FortiVoice makes the transition to VoIP easy. Plus, you can reap extra recurring revenues by selling FortiCall VoIP services to your customers. Your customers get a one-stop solution, you get a recurring source of revenue. Everybody wins. Top selling points: phone freedom And it works the same way no matter how your customer wants to connect. VoIP? Traditional PSTN lines? T1 PRI connections? Well, that s up to them. FortiVoice is a true hybrid phone system. Your customers can integrate teleworkers or seamlessly connect multiple locations directly over the internet, or they can connect to the increasingly proliferating world of VoIP services. Some of our customers don t use VoIP at all; they re completely content to run on the traditional public switched telephone network (PSTN), which for them means increased reliability, simplicity and lower costs. That s fine with us. We give them the power to choose. You ll find many examples in the field of businesses that are perfectly served by the good ol PSTN. Even among those that do want VoIP, in our experience, very few small business buyers want to abandon their traditional phones or lines and switch completely to VoIP. More commonly, they re wondering if they can incorporate some VoIP in order to save money or to increase their communication abilities. FortiVoice delivers the best of both worlds. And by being both things, it means you can sell systems to both kinds FortiVoice is also a hybrid system on the extension side. It works with analog or IP phones. You can mix and match analog and IP phones as your customer s needs dictate. You re not even limited to our phones. The system works best with our proprietary FortiFone telephones, but FortiVoice systems also work with any standard analog phone and selected SIP-based IP phones. That gives you and your customer the flexibility to outfit their offices with whatever phone makes the most sense. No matter which network your customer uses, VoIP or traditional or both, and no matter which phones they re using, analog or IP or both, FortiVoice works the same way, with the same prompts and the same management software. It s simple. 6 FortiVoice Reseller Training

9 FortiVoice Reseller Training Part Two: FortiVoice Features

10 Part Two: FortiVoice Features Why FortiVoice? have multiple unit systems in multiple sites, they all deliver the same great basic feature set to the users. Auto attendants This section goes a little further into the nuts and bolts of what FortiVoice does. I m going to start with the small business systems first. The larger systems features work in much the same way, with just a few differences that I ll note along the way. The same features One of the FortiVoice system s most powerful features is the auto attendant. Of course, everybody on earth is used to dealing with auto attendants, and for telephony guys, it s not very exciting. But for your small business customers, the auto attendant really represents what FortiVoice is all about. It gives them the power to sound more professional and run their offices more efficiently. It saves the time, money and frustration of answering and directing calls. Some of our customers are simply delighted that they don t have to pay somebody to answer the phone all day. So, what does it do? Well, it answers the phone, of course, and gives callers a variety of interactive options that you will configure for your customer, or perhaps they ll configure themselves. Every FortiVoice SMB system, no matter what size, has the same set of powerful features. This is a FortiVoice FVC-100, but the same features apply to the FVC-40S, 40, 70 and the 100T. Whether you take our smallest 2-line system or a 8 FortiVoice Reseller Training

11 Part Two: FortiVoice Features The auto attendant answers the phone with a message recorded by you or by your customer, either directly from an extension, or uploaded from a file on a PC. You can also have them professionally recorded if you like, which gives a really slick image to your customer. These are, most commonly, internal extensions, but they might also be external IP extensions at, say, a teleworker s home office. More about that later. When the auto attendant answers calls, callers can perform several options. You can configure the system to allow any combination of these. They can dial any remote extension. They can dial any local extension number. Remote extensions can be any phone number, anywhere. Most customers use them for cell phones for mobile employees, but it could also be a home phone or a phone in another office somewhere. Again, more on this later. 9 FortiVoice Reseller Training

12 Part Two: FortiVoice Features Or they can access the dial-by-name directory to reach an extension. This is another standard feature of all FortiVoice systems. Here, of course, the auto attendant invites them to dial the letters of the name of whoever they re looking for. They can enter the first one, two or three letters of the user s name, and you specify in the management software whether the system searches first names, last names or both. If a matching entry is found, the system will play the user s name and extension number. The caller can then dial 1 to connect to the user s extension. If there are multiple matches, the caller can dial 2 to hear the next matching name and extension number. They can also dial ring groups. This is another great feature. Ring groups allow you to configure any group of local extensions to ring in unison. So you can configure groups like, press 1 for sales, press 2 for support, and so on. And then all of the phones in your sales department ring simultaneously. You can even give the different ring group calls distinct sounds, so the guy sitting at his sales desk knows if the call that s ringing his phone is in from the general sales ring group or a direct call to his extension. They can leave a voic message directly in any extension s voice mailbox, without ringing any phone at all. FortiVoice includes built-in voic . More on that shortly. 10 FortiVoice Reseller Training

13 Part Two: FortiVoice Features They can jump to another auto attendant. There are 20 auto attendants on our SMB systems, and 100 on the 200-series systems, so you can build deep and powerful setups for your customers. You can use different greetings on each incoming line, allowing sophisticated multi-tenant setups. Or you can make it multilingual, where users choose to go to the auto attendant that speaks the language of their choice. Or different departments can have their own auto attendants with their own options. Or they can listen to an announcement. The announcement feature is great, too. It allows customers to cut down on time-wasting calls for basic information, like the business hours or location. 11 FortiVoice Reseller Training

14 Part Two: FortiVoice Features You can also configure the system to allow a receptionist or anyone to answer incoming calls without going directly to the auto attendant. All this gets done in the FortiVoice software, and it s a snap. This is the Auto Attendants page in the software for the SMB systems. 12 FortiVoice Reseller Training

15 Part Two: FortiVoice Features Voic Each FortiVoice SMB unit has one voice mailbox per local extension, plus one for each remote extension and 10 general-use mailboxes. So in addition to individuals having voice mailboxes, you can have one for general inquiries, or one for the sales department or whatever. Or you can set up temporary voice mailboxes for time-limited promotions or specific situations. And, of course, you can retrieve your messages remotely, from any telephone, inside or out of the office. And you can forward a voic to other voice mailboxes. You can also set an option to play announcements without allowing callers to leave messages. FortiVoice also comes with its own voic . Voic is another feature that sounds kind of ho-hum if you re in the telephony industry. It s not like this is bleeding-edge technology. But again, it s one of the things that makes FortiVoice great for small business. Your customers can cut out costs for voic services. Not just from their landlines, but from their cell phones too, if they re using them as remote extensions. It s a small cost reduction, but multiplied over all employees and every month, it adds up fast. And the system stamps each message with the date and time received, which is pretty standard. FortiVoice voic includes remote message notification, forwarding capabilities, and voic to options. You can set the system to deliver automatic notification at a cell phone, pager or any other external phone when new voic arrives, in addition to the message waiting indicator on the desk telephone. 13 FortiVoice Reseller Training

16 Part Two: FortiVoice Features You can also set up voic to , so that FortiVoice notifies the recipient by that a new message is in. You can either just leave it as a notification, or you can include the voic as an audio file. Our customers love voic to , because it makes managing messages so much easier. Not only do you get to skip the whole rigmarole of dialing in to your telephone and touch-tone dialing your way through your messages, but you can easily retrieve them when you re on the road with your laptop or on your Blackberry or iphone. It keeps all of your messages, whether phone or , in your one mailbox. You can see at a glance who your voic s came from, so you can listen to them in order of importance, rather than chronologically. Plus, they re easier to fast forward and rewind, easier to store in useful, accessible ways, and easier to forward to colleagues. Once you start getting your voic s in your , you ll never want to go back to the old way. As you can see in the example here, you can also see when the message came in and how long it is, and you can save or delete the message at the mailbox. And note that even if you delete the message from your voice mailbox, you still have the audio file in your , so you can keep literally all of your forever without ever hitting your FortiVoice voic memory limit. The SMB systems come with 28 hours of voice memory that gets shared between mailboxes and auto attendants. The 200-series systems have a whopping 900 gigabytes of voic memory. 14 FortiVoice Reseller Training

17 Part Two: FortiVoice Features Connect Anywhere extensions This is one of the most powerful FortiVoice features. Remote extensions and, on the SMB systems, external IP extensions give you the ability to extend the phone system beyond your customer s walls so that they can stay connected no matter where they are. They can respond to customers faster, collaborate better and stay in touch anywhere. Any phone, anywhere can be integrated with the FortiVoice system as a Connect Anywhere extension cell phones, home phones and phones in other cities, or even other countries. Connect Anywhere extensions are ideal for mobile and teleworkers. Customers, partners and suppliers can reach them by dialing the main office number, whether they re teleworking, on the road or in the office. This is great, because nobody has to give out anything but the main office number to be in touch. Just like local extensions, you can configure Connect Anywhere extensions to your customer s call cascades for sophisticated call routing options. We ll cover this in more detail in just a minute. You can have your calls ring first at your desk, then your cell phone, then your home phone. For incoming callers, the experience is seamless; you can take their call on the golf course without them knowing you re out of the office. There are two kinds of Connect Anywhere extensions: remote extensions and external IP extensions. First, remote extensions. Any phone number, anywhere can be a remote extension of the system. Perfect for cell phones and mobile workers, FortiVoice remote extensions are more than simple call forwarding. You can transfer and screen calls from your remote extensions. It s like having your phone system with you anywhere you need it. Each FortiVoice system includes capacity for half as many remote extensions as the total local extension capacity. So the FVC-40, for instance, has capacity for 20 remote extensions. The 200-series systems have capacity for 100 remote extensions each. 15 FortiVoice Reseller Training

18 Part Two: FortiVoice Features Call cascade Second, external IP extensions. These are available on the SMB systems only. You just connect an IP phone to the Internet anywhere and it becomes an extension of the system. Down the street or around the world, it will work exactly like a local IP extension. That means it can be part of ring groups or cascades, and it can receive intercom calls. It s the ideal solution for teleworkers or business owners who want to keep a business phone at home. You require broadband internet at both locations. Each external IP extension takes up an IP extension resource, so the number you can have per system depends on the size of the system and how many internal IP extensions you re running. Call cascade is a powerful tool that routes incoming calls through an almost limitless variety of options if the person the caller is looking for isn t at his desk. At its most basic, this can work like a find-me-follow-me or call forwarding service, as shown with remote extensions: calls can ring first at the desk of the target customer, then at his cell phone and then at his home phone. If the call fails to reach its target, it can go to voic . 16 FortiVoice Reseller Training

19 Part Two: FortiVoice Features But call cascade can do more than that. You can forward the call to other local or remote extensions, or to ring groups or to an announcement or auto attendant. So if you re not available, the call can go to your partner, for example. You can see this is where you set it up in the FortiVoice software for the SMB systems. It s a little different in the 200-series systems, but the principles are the same. Plus, you have the flexibility to treat calls differently at different times of day or based on whether the extension was busy, didn t answer, rejects the call or was on do not disturb. Remote extensions and ring groups can have different handling based on whether they re busy or not answered. With all of them combined, you can build a web of call cascades that s going to capture every call. 17 FortiVoice Reseller Training

20 Part Two: FortiVoice Features Call forwarding and screening Call hold/transfer/park Anyone in the office can forward calls to any local or remote extension, or even another phone number out of the office. On the small business systems, remote extensions can also screen calls, even at phones that don t have caller ID or with calls that have the caller ID blocked. Here s how it works: First, there s an accept/reject setting. When you answer a forwarded call, you hear a prompt saying: You have a forwarded call., and you choose whether to take it or reject it to your call cascade. Second, there s a play caller s name first setting, in which the system prompts callers to record their name at the sound of the tone before putting them on hold. When you answer the forwarded call, FortiVoice says This is call forward, you have a call from... and plays the recording. In both cases, you accept the call by pressing the # key or reject it with the * key. If you reject the call, it gets routed according to options you ve specified, so it can go to voic , hang up, go to another local or remote extension or to a ring group or auto attendant. Of course, FortiVoice has the basics, including hold, transfer and parking calls. You can hold calls even at phones that don t have hold buttons, just by pushing flash. You can transfer calls to any local or remote extension, ring group or directly to any voice mailbox. You can announce the transfer first and return to the call if the person you re transferring it to can t take the call, or you can do a blind transfer. Parked calls can be retrieved from any extension. Calls on hold can only be picked up at the extension they ve been held at. But if you have to direct a call to someone who s not near the phone, you can just park the call and then page the recipient, who can then pick the call up from any local extension. This is especially useful in big facilities like warehouses or manufacturing plants, where workers are frequently not at their desks, but somewhere else in the building. Each FortiVoice system has 10 park orbits, so you park a call by pressing *510 or the park button on the phone, and the system tells you which orbit it s in, 500 to 509. You page your call recipient, saying, Charlie, call for you on 502, and Charlie can pick it up from any phone by dialing **502 or unpark 502, depending on what kind of phone he picks it up at. And with both held and parked calls, the FortiVoice system reminds the person who put the caller on hold or park if the caller is still there by ringing their phone at intervals that you set. 18 FortiVoice Reseller Training

21 Part Two: FortiVoice Features Call pickup PA, set and group paging In addition to parking calls, FortiVoice also allows users to pick up ringing calls from other extensions. You just dial *7 and the number of the ringing extension to grab a specific call, or *9 to pick up any ringing call. Intercom If your customer has a public address system in his facility, FortiVoice can be attached to that for overhead paging. You just pick up the phone and dial *0. And with selected FortiFone telephone sets, you can also have set paging. Two-way paging is a call from a local extension to another local extension that activates the speakerphone of the dialed extension. The user at the dialed extension can reply through the speakerphone. You can perform twoway paging from any local extension to any FortiFone telephone. You dial *84 and then the desired extension. One-way group paging is a call from a local extension to another local extension or to a ring group that activates the speakerphones of the dialed extensions. The users at the dialed extensions cannot reply through the speakerphone. You can perform one-way group paging from a local extension to a FortiFone telephone by dialing *85 and the desired ring/page group. And, of course, FortiVoice allows extensions to make intercom calls, so they can call one another, without using any line resources, and they can call remote extensions and external IP extensions, which would use a line or a VoIP trunk. And it works just like you d expect; you pick up the phone and dial the extension. 19 FortiVoice Reseller Training

22 Part Two: FortiVoice Features Hybrid VoIP/traditional FortiVoice and VoIP FortiVoice lets your customer connect how they want to, via VoIP or the traditional telephone network, or both. Three of the models, the FVC-40, 70 and 100, have capacity for VoIP and PSTN connectivity. The FVC-40S is a VoIP-only system. First, and probably the most common, is it allows connection to VoIP services. Our own VoIP service is called FortiCall, and it s tailor-made to work with the systems. You get a recurring revenue stream if you sell this with the system. We ll get into detail on that later. FortiVoice VoIP is based on SIP, the industry standard, so it s made for interoperability with industry standard devices and services. FortiVoice works with VoIP in three ways. But you re not tied to FortiCall. We ve also tested and approved a set of VoIP service providers for interoperability with our systems, and it s growing all the time. 20 FortiVoice Reseller Training

23 Part Two: FortiVoice Features Multiple languages The second way is branch-to-branch networking. Two FortiVoice systems in two locations can be connected directly over the internet. Each office on a FortiVoice VoIP network can dial directly to any other office, eliminating inter-office calling charges. You can even take calls at one office and transfer them to another branch to be answered. And it doesn t matter if the offices are in the same city or in a different country, you pay no phone charges at all. Having employees, partners and customers who speak different languages can get complicated. But FortiVoice SMB systems make it easier with multilingual capabilities that help your customers communicate all over North America. The system prompts in the SMB systems are available in Spanish, French and English, and you can set the language you want for different auto attendants. So if you have both Spanish and English customers, they can select the language they want. So while FortiVoice says, one moment, please to your English customer, it can also say, Uno momento, por favor to your Spanish customer. You can set the language of choice at extensions too, so having workers who speak different languages in the office is no problem. And then there are external IP extensions. That s an IP phone connected from outside the office works just the same as though it were inside! 21 FortiVoice Reseller Training

24 Part Two: FortiVoice Features Nobody likes to be put on hold, so FortiVoice call queue lets you give callers the choice of staying on hold or getting out. When they call an extension that s busy, callers get prompted to leave a voic , back up to the previous auto attendant or continue to wait on the line. If the caller chooses to wait, the person who s being called gets prompted at the extension with a beep. If multiple callers are waiting, they can answer them in the order they arrived, or cycle through them to decide which call to take first. So customers and employees get to choose their language. But what about the person configuring the system? FortiVoice software for the SMB systems also speaks Spanish, French and English, and you can switch from one to another any time you need to. And that means you can sell the system to anyone who speaks any of those languages. By combining FortiVoice call queue capabilities with ring groups, you can build sophisticated call groups for better customer service. Like uniform call distribution, you can configure call-centre style departments for your customers. Call queue For sales, technical support or other departments with heavy call traffic, call queue ensures that your calls get answered in the order they were received and that callers aren t trapped on hold. Call queue is an excellent tool for great customer service that s available on the FVC-40S, 40, 70 and 100. It gives callers options to get them out of hold, it lets you answer multiple calls in the order they were received and build sophisticated call groups for speedy customer responses. Every 60 seconds callers in the queue hear Your call is important to us. Please remain on the line. To return to the previous menu, press *. Ring group extensions that become available start ringing within 10 seconds of hanging up their previous call. The delay allows time to make a new call or activate Do not Disturb to log out. When the extension answers, they re prompted to accept the queued call or leave the caller in the queue. 22 FortiVoice Reseller Training

25 Part Two: FortiVoice Features Mode scheduling User privileges and PINs With mode scheduling, FortiVoice can automatically treat calls differently after hours and on holidays so that your customers callers get handled professionally no matter when they come in. You can schedule different auto attendants to answer the phone differently after work hours or on weekends, giving emergency contact options if you like, letting callers leave messages if nobody is around to take a call or simply telling them when you ll be open next. You can even set FortiVoice to close for lunch. You can assign different classes of service to extensions and users so the system controls who can make what kinds of calls. Typically, this is to restrict long distance calling, but you can also define which features a user group can access. Every extension gets a set of user privileges, but you can also assign personal identification numbers to individuals, so they can transcend an extension s class of service. So for instance, you restrict the employee class from making long distance calls, but a manager can enter her PIN at an employee s extension and make a long distance call. Pick from a standard calendar of official holidays or input your customer s special closing days. Plus, FortiVoice is flexible. In addition to scheduled mode changes, your customers can manually change modes any time they want, onsite or remotely from any telephone. The 200-series systems have even more modes, so you can make a different mode for every day of the week if you want to. 23 FortiVoice Reseller Training

26 Part Two: FortiVoice Features Blocking and routing Call back/call bridge The system can also automatically place specific types of calls on specific lines. This is good for clients who have a phone line or lines with a particularly good long-distance rate, or if you want to ensure that inter-branch calls use your VoIP connection rather than your traditional lines. Call back and call bridge are a nifty pair of small business features that you can use to save your small business customers money when they re on the road or if they re heavy cell phone users. This is on the FVC-40S, 40, 70 and 100. Call bridge allows you to seize a line from your FortiVoice system when you re called in from another phone anywhere. And here s how call bridge can help heavy cell phone users. First, for cell plans that include a My Five or Five Favorites, you just have your customer include her own FortiVoice system number within the five free calling numbers. Then, when she wants to call virtually any number from her cell phone, she just calls FortiVoice first, dials a code to grab an outside line, and that s that. Or, if your customer doesn t have a My Five plan, but gets unlimited free inbound calls, he can engage call back to call his cell phone. When FortiVoice calls back, he can seize a line and off he goes. No-charge cell use, as much as he wants. With call back you call your system, hang up after two rings, and it calls you back. So this works for someone who s working on the road in a hotel. Nothing burns up money faster than a long distance call from a hotel. With call back/call bridge, the long distance call is from the FortiVoice, perhaps on a low-cost VoIP line, to the hotel, 24 FortiVoice Reseller Training

27 Part Two: FortiVoice Features not from the hotel to wherever, with the hotel premium. It s not on the hotel bill at all, and you can place as many calls as you want and check your voic while you re at it. Ring Groups For customers who have hardcore road warriors, the call back and call bridge features alone can make a major difference to overall communication costs. Music on hold Ring groups were covered a little earlier, but here are just a couple of things about FortiVoice ring groups that you ll find handy. First, you can configure each ring group with different ring cadences, so that you ll know just by the sound whether the call coming in is for sales or service or whatever. Customers love this one for the polished, professional image it provides. They can just plug FortiVoice into any standard audio source, like a CD player or the radio and voila! Music on hold. Or they can upload music files and have music on hold without an external device. Lots of FortiVoice customers take the music on hold feature one step further by recording promotional messages to inform waiting customers of new products or services. Second, you can use that feature even for very small companies that don t actually have groups per se. For instance, with ring groups you can make two extension numbers for one user. If the president of the company wants to answer only certain callers and let all his other calls go to voic , you set him up as extension 111, say. So in the dial-by-name directory and on his business card, he can be extension 111. But at the same time, you make him the only extension in ring group 300, and give that ring group a distinctive ring. He gives extension 300 to his mission-critical customers or suppliers or his wife or whomever. When they call, he can hear by the ring style that these are hot line callers. When anybody else calls, his phone just rings the normal way. 25 FortiVoice Reseller Training

28 Part Two: FortiVoice Features Call detail record logging line usage for a day, number of inbound calls, average call wait times, average call times and number of calls per line. It s a wealth of information that can help clients improve customer service and increase efficiency. For customers who need very detailed reporting, you ll likely want to recommend our call reporting software. It takes the CDR information and turns it into very powerful, sophisticated reports that are more accessible to the average user. Conference calls Call detail record logging tracks the calls that go through your system with sophisticated information, including call length, line usage, wait times and all the transfers or holds that happen to a call. If you have customers who bill their clients for calls, like lawyers do, for instance, FortiVoice call detail record logging allows your customer to assign account codes to calls and then track precisely how much time was spent on the phone with them. Even if they re not billing clients for time, call detail record logging can help improve efficiency by allowing them to analyze the amount of time they spend on the phone with their customers, suppliers and partners. Call detail record logging tells you the date, time and duration of a call, whether calls were inbound or outbound and caller ID name and number (if available). It also indicates such events as whether a call was answered by the auto attendant, transferred to an extension, queued at an extension, transferred to voic or blocked. It s a complete history of everything that happened to every call. You can store the information as a file or have it displayed live on your computer as it happens. Your call data can also easily be imported into an Excel spreadsheet so you can group, sort and tally critical business information like total FortiVoice SMB systems handle conferencing in two ways. For quickie ad-hoc conferences with three parties, you just put the first party on hold, call the second party and press the Join softkey. Voila! Instant conference. You can set up conference calling between three local extensions, two local extensions and one outside caller, or two outside callers and one local extension. FortiVoice builds the conference without requiring a telephone company 3-way calling/conference service, but for your smaller customers who might have only two lines and need to conference with two outside parties, you can use same line connect to hold the conference on one line and leave the other line open for business. 26 FortiVoice Reseller Training

29 Part Two: FortiVoice Features In that case, users will just dial 80 after putting the first outside party on hold, in order to invoke the 3-way calling service. Doing that requires the phone company service, of course. For groups larger than three, FortiVoice has a conference bridge. Works just like you d imagine it to; everybody calls the conference bridge number and then the specific conference room number the moderator assigns. Up to 8 people can join a conference room. Hunt group balancing Automatic fax detection Automatic fax detection is another money-saver for small business customers. For all of those businesses who have a dedicated fax line, they can plug in to the FortiVoice system, which automatically detects CNG tones and sends those to the fax machine. When there are no faxes, which for most businesses is most of the time, the line can be used for regular phone traffic. Hunt group balancing allows you to set options with line hunt groups to ensure that your customer s phone lines are operating in the most efficient way possible for outgoing calls. This is on the systems that use PSTN lines, so the FVC-40, 70 and 100 only. So if you set up a hunt group with, for example, four lines, you can set the system to start with the line after the last hunted line in the hunt group. This way telephone lines are used more evenly for outbound calls. For example, let s say a hunt group has lines 1, 2, 3 and 4. The last call with the hunt group used line 2. The system will first check line 3 for availability. This hunt mode can reduce costs if the line toll increases after utilization exceeds a threshold. For example, assume each line costs 5 per minute for the first 100 minutes, and then costs 10 per minute. The circular hunt mode makes it more likely users will finish the first 100 minutes on each line before the thresholds are exceeded and higher charges are incurred. 27 FortiVoice Reseller Training

30 Part Two: FortiVoice Features Remote management System speed dials FortiVoice configuration can be done over IP, so you or your customers can change the settings anywhere with a computer that s attached to the internet, as long as the target system is on a LAN configured for remote management. This allows you to troubleshoot customer concerns or handle changes without leaving your desk, which is a lot easier and cheaper than rolling out a truck. Lots of our resellers do management or upgrades remotely. System speed dials allow the user to quickly dial outside phone numbers from any local extension. Because the speed dial numbers are maintained within the FortiVoice system, they don t need to be programmed into each individual phone. That saves you time when you re configuring the system. 28 FortiVoice Reseller Training

31 Part Two: FortiVoice Features Caller ID based routing Line appearance Caller ID based routing allows you to set up call handling based on the caller ID information of an incoming call. For example, if the call is from an important client, it can be routed directly to the president s extension. You can define up to 200 caller ID entries to be handled up to ten different ways. You have the exact same options for handling these calls as you do for configuring your telephone lines. So they can go to extensions or groups or whatever. Lots of small businesses need a system that provides line appearance, especially if they want to have calls answered by a live person who would then transfer calls to extensions, and therefore needs to see who s on the phone and who s not. Line appearance is common in key systems, which are fundamentally inferior to full PBX systems like FortiVoice. But although FortiVoice is not a key system, the SMB systems provide line appearance in a couple of different ways. First, several of our IP phones offer line appearance, and we ll touch on that later. For SMB customers who don t use IP phones or who want an even more powerful ability to see and control their calls on their computers, there s our optional FortiVoice Console software, which we ll cover later. 29 FortiVoice Reseller Training

32 Part Two: FortiVoice Features Hotline Distinctive ring Hotline allows a phone on the system to dial any number as soon as it s lifted from its cradle. It s great if you have a door phone, where there s a locked entrance with a phone outside that can ring, for instance, a general ring group with a distinct pattern so that everybody can hear that someone s at the door. Or courtesy taxi cab phones in grocery stores. Or any other kind of hotline application your customer needs. Distinctive ring is a telephone company service that provides multiple phone numbers on one telephone line. Each one of the phone numbers rings the phone with a different ring pattern. The ring patterns have one, two, or three rings in each burst, so just by listening, you know which number was dialed. FortiVoice can detect distinctive rings on each of its lines, and use them to route faxes to a fax machine and voice calls to an auto attendant. Or it can separate home and office calls for customers who have a business operating out of their house. Or a customer can run two different businesses on one line with one FortiVoice system and different auto attendants. Or you can use one number to invoke a FortiVoice call back. Depending on your service provider, distinctive ring is also referred to as Ident-A-Ring, Ident-A-Call, Ring Master, Teen Service, Double Number, Personal Ringing, Ring Plus, Smart Ring Service, Special Ring, Customized Ringing, Call Sign, My Ring, Duet Phone and Fax Multiple Number, or Smart Ring. 30 FortiVoice Reseller Training

33 Part Two: FortiVoice Features 200-series features In the portal, they can set their caller ID. They can set their voic options, including how long the phone rings before going to voic and where the system sends s. And just like the small business systems, you can have an notification of a voic message, or you can include the actual message itself. They can set up the follow me settings, speed dials, and they can manage their outgoing message from there. Each user can also set up a personal blacklist, preventing unwanted callers from reaching their extension. Lastly, the 200-series also has an extra layer of security, which enterprise customers appreciate, by using SIP over TLS where supported. This adds another level of encryption to protect packets of voice information while they re in transit. The 200-series systems have most of the same features, with just a few extras that I want to highlight here. First, call recording. This does just what it says, allowing users to record calls. Next, the web interface. Unlike the SMB systems, the configuration for the 200-series is entirely web-based. So you can configure it on any machine anywhere you want. What s really interesting is the web-based user portal. This allows the users on the system to configure some of their own settings. They can log in to get their voic on the web portal, access the company directory and see their call logs, and they can set their own preferences. It s easier on you or the customer s IT department, because they don t have to individually configure the details of each individual s phones, but it s also better for the users, because they can tweak their settings any time to make their phones work exactly the way they want them to. 31 FortiVoice Reseller Training

34 FortiVoice Reseller Training Part Three: Phones, Software and More

35 Part Three: Phones, Software and More Phones If you want to have offsite workers with full extension capabilities, you ll also need to do that with IP phones. Plus, most FortiVoice SMB system can use 4 or 8 analog phones, depending on how many analog extension ports it has. But the majority of the extension capacity is for IP phones. The FVC-40S and 200D don t have any analog ports, so you can t use analog phones with them. The 200D-T has one analog port. So in many cases, you ll want to sell IP phones. However, IP phones are not without their drawbacks. For one thing, IP phones require a LAN, and they require some knowledge on your part about networks and networking best practices to ensure their smooth deployment. This module delves into the rest of the FortiVoice product line-up, which includes phones, additional productivity software, FortiCare and FortiCall VoIP services, all of which you will be selling to your customers. This is not a technical analysis, but rather an overview to familiarize you with the products and their features so that you know what each product can do. We ll dig in to the technical side of installation and configuration in an upcoming chapter. Now, about phones: the system works best with our FortiFone phones, but you can also use FortiVoice with any standard analog phones on the SMB systems and selected IP phones, so if your customer has some existing phones or special phone needs, you can take care of them. It s a flexible hybrid system that offers you a lot of freedom in the way you outfit your customers. Also, IP phones won t work without power, but analog phones can. In the event of a power outage with an FVC-40, 70 or 100 system, all calls get routed over line 1 to jack E4. 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, but you can still answer incoming calls. Even if you re using IP phones for an SMB customer s system, you may want to keep an analog phone connected to jack E4. Once the power comes back, the system will resume normal function. So there are some things to bear in mind when you talk to your customers about a deployment. ********** When you re selling the phones, it s all going to boil down to what your customer needs, and what they re equipped for. Two of the main drivers you ll run into with the SMB systems are line appearance and capacity. If your customers require line appearance on their phone, and many of our customers tell us that they do, then you re going to sell IP phones. 33 FortiVoice Reseller Training