Local extension troubleshooting

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Why can't I access an outside line? 

The extension doesn't have line access, or FortiVoice doesn't detect any phone lines.

  1. Open the FortiVoice management software to the Local Extensions/Fax page.
  2. Click on the extension in question.
  3. Click on the Additional Settings button.
  4. Click on the Hunt Group Permissions tab. This window shows you which hunt groups the extension can use.
     

If the extension has the correct access, check your lines to see if FortiVoice has initialized them.

  1. Open the FortiVoice management software to the Telephone Lines page.
  2. Click on the line in question.
  3. In the upper right corner of the Activate Line section, find Line detected at initialization:.
  4. If this is followed by No, there is a problem with your phone line. Try replacing the line cords.

Why can't I access my voicemail?

Direct line access may be enabled on your extension, giving you an outside line when you go off hook. To dial back to the system:

  1. Press Flash/Recall followed by ** + the extension number.
  2. For IP phones, dial ** + the extension number.
     

You can change the direct line access settings in the FortiVoice management software.


Why can't I call other extensions?

Direct line access may be enabled on your extension, giving you an outside line when you go off hook. To dial back to the system:

  1. Press Flash/Recall followed by ** + the extension number.
  2. For IP phones, dial ** + the extension number.
     

You can change the direct line access settings in the FortiVoice management software.


Why can't I enter command mode?

Direct line access may be enabled on your extension, giving you an outside line when you go off hook. To dial back to the system:

  1. Press Flash/Recall followed by ** + #.
  2. For IP phones, dial ** + *56.
     

You can change the direct line access settings in the FortiVoice management software.


Why don't calls go on hold when I press the Flash/Recall or Link button? 

The flash/recall signals of the phones may be out of the detection range of the FortiVoice system. You can confirm the detection range is set correctly. 

  1. Open the FortiVoice management software.
  2. Select Troubleshooting > Extensions > Regular Analog Extensions.
  3. Click the Use Defaults button.
  4. Save settings to FortiVoice.
     

If this doesn't resolve the problem, call FortiVoice technical support.


Why does my extension ring right after I hang up when no one is there? 

If you hang up on a call and immediately lift the receiver to make another call, your phone's flash signal might get misinterpreted by the system, causing it to put your first call on hold rather than disconnecting it. When you hang up after your second call, FortiVoice rings you with your first call, even though the person you were talking to is long gone. 

You can fix this by hanging up your calls and waiting just a little longer before making your next call.

  1. Open the FortiVoice management software.
  2. Select Troubleshooting > Extensions > Regular Analog Extensions.
  3. In the Flash/Recall Key Operation section, select a smaller Maximum length. Make sure it is at least 100 ms longer than the Minimum length.
  4. Save settings to FortiVoice.

 

Caution: If this value is too low, callers may get disconnected when you intend to put them on hold.

Test your phones and repeat if necessary. If the problem persists, follow the instructions in the Phantom Rings section just below the Flash/Recall Key Operation section.


Why doesn't the second line of my multi-line phone work?

The line may not be connected to FortiVoice. 

Use a phone cable to connect from line 2 on your phone to an extension jack on the FortiVoice. These jacks are labeled E1 through E8.


Why do I hear a stutter dial tone when I go off hook? 

You have voicemail. The stutter tone will vanish when you've cleared your mailbox.


Why do I hear a busy tone when I go off hook? 

You either have direct line access enabled at that extension and no lines are available, or the extension has been de-activated. 

Check the extension status. 

  1. Open the FortiVoice management software to the Local Extensions/Fax page.
  2. Choose the extension in question.
  3. If the checkbox next to Activate Extension is unchecked, check it.
     

Check the line hunt groups.

  1. If the extension is activated, click on the Additional Settings button. Under the Direct Line Access tab, there is a checkbox to indicate if the extension is using direct line access.
     
  2. If it is, note the hunt group the line is using, and click on the Line Hunt Groups page. Click on the hunt group in question and ensure there are working lines configured in the Hunt Group Line Assignments section.
     
  3. Verify that the lines you just configured are plugged into the FortiVoice.
     
  4. Save settings to FortiVoice.
     

If the extension is active but direct line access is not enabled, the extension might be configured for hotline access.

  1. Open the FortiVoice management software to the Local Extensions/Fax page.
  2. Choose the extension in question.
  3. Click the Additional Settings button.
  4. Select the Hotline Access tab. Ensure that the pulldown menu is set to perform no action.

Why can't I get dial tone at an extension?

You may have a faulty extension port, phone or phone cord. 

Test the extension port first.

  1. Find an extension in the office that works.
  2. Unplug the extension line of the extension that's not working from the extension port on the back of the FortiVoice system. Plug it into the extension port of the extension that does work.

If the extension now works, you have a faulty extension port. Call FortiVoice Technical Support.

If it still doesn't work, try plugging the extension in with a different cord. 

If that doesn't work, try a different phone with the new cord and the original extension port. If that works, the original phone is not working. Call FortiVoice Technical Support.


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