Frequently Asked Questions

Telephones and Peripherals

What happens to my IP phones in a power outage?
Can I have line appearance?
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?
How can I configure my FortiGate to work with my FortiVoice system?
Does FortiVoice work in every country?

Call Handling and Messaging

What happens if all the phone lines are in use?
How do remote extensions work?
Does FortiVoice automatically detect faxes?
Can FortiVoice handle incoming calls differently after hours?
How does FortiVoice work with call waiting?
Can I keep my phone company voicemail?
What is call cascade?
What is toll restriction?
How do call bridge and call back work?
What do line hunt groups do?

Using VoIP

Do I need VoIP for my office?
How does FortiVoice work with VoIP?
Does FortiVoice work with third-party VoIP services?


Telephones

 
What happens to my IP phones in a power outage?
IP phones will not work without power.

 
Can I have line appearance?
Line appearance is available on FortiVoice Systems when used with FON-360i, 460i, 560i, and 470i phones.

 
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 voicemail, 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.

 
Does FortiVoice work with T1 lines?
Yes. The FortiVoice FVC-100DT,FVC-180DT, FVC-300DT and FVC-200DT both have T1 interfaces. Although there is no direct connection for a T1 line on the other systems they 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 systems.

 
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. We strongly recommend FortiCare to ensure that your system is always up-to-date and that your hardware is protected.

 
How can I configure my FortiGate to work with my FortiVoice system?
Refer to the document Configuring FortiGate for FortiVoice

 
Does FortiVoice work in every country?
FortiVoice is currently in use in many countries, but because different countries have different voltage requirements, dial tones and telecommunication regulations, check here for specific details about operability of different models in your location.


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?
FortiVoice systems automatically detect faxes. 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, 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 voicemail.

 
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 voicemail?
Yes. Although the FortiVoice built-in voicemail handles all of your messaging needs, keeping your phone company voicemail is a good idea if you anticipate receiving more calls than you have lines to accommodate. Your phone company voicemail can capture callers who would otherwise receive a busy signal.

 
What is call handling?
Call handling 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 voicemail. Different call handling can be triggered depending on whether the target extension is busy, not answered, on "do not disturb" or screens the call.

 
What are Outgoing Access Codes?
FortiVoice automates the selection of an available outside telephone line with outgoing access codes. When you place an outbound call from a local extension, FortiVoice finds an available line. You can also set up user rules 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.


Using VoIP

 
How does FortiVoice work with VoIP?
FortiVoice systems use the Internet and/or the traditional telephone network, 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 with VoIP services?
Yes. Any FortiVoice system can be connected with FortiCall VoIP services. FortiCall is the VoIP service tailor-made to work with the system. FortiVoice systems also work with many other service providers.


 

How to Buy

Purchase FortiVoice Products

 

FortiCall VoIP services for FortiVoice small business phone systems