Remote extensions

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Why are calls to remote extensions getting disconnected? 

If a remote extension is busy, the default action is to play a busy signal, then disconnect the call. Remote extension call cascades are not automatically activated.

To configure cascades for remote extensions: 

  1. Open the FortiVoice management software to the Remote Extensions page.
  2. Click the remote extension in question.
  3. In the Call Handling section, configure the desired cascade.
  4. Save settings to FortiVoice.

Why couldn't I forward my call to a remote extension? 

Your lines may have all been in use. When no lines are available, calls cannot be forwarded to remotes unless you are using the 3-way calling service from your phone company and forward calls using same line connect.

3-way calling routes calls over the same line the call came in on. 


Why is the volume low on my remote extensions?

Some volume is lost by bridging 2 lines together. If you are forwarding calls to a remote extension over a second line, ensure the lines have been calibrated.

  1. Open the FortiVoice management software.
  2. Select Troubleshooting > Telephone Lines > Audio.
  3. Click the Calibrate lines button and follow the instructions.
  4. Save settings to FortiVoice.
  5. If the line levels are still too low, have the 3-way calling service added to your line(s) and use same line connect to forward calls. To set same line connect:
  1. Open the FortiVoice management software to the Remote Extensions page.
  2. Click on the remote extension in question.
  3. Check the Use same line connect checkbox.

Why do voicemail messages go to my cell phone's voicemail, rather than my FortiVoice voicemail?

If you have voicemail on your cell phone account, and you're on the phone when a call comes in, the new call automatically goes to the cell phone's voicemail.

If you don't want voicemail there, you can enable call screening on your remote extension. If you reject or don't answer a call, it goes through a cascade that can include your FortiVoice voice mailbox. Enable call screening:

  1. Open the FortiVoice management software to the Remote Extensions page.
  2. Click the Answered tab in the Call Handling section.
  3. In the When a call is answered pulldown menu, select play caller's name first or play accept/reject prompt.
  4. Select hang up in the If a call is rejected from this extension pulldown menu.
  5. Save settings to FortiVoice.

Why are forwarded calls sometimes unable to leave messages? 

Most cell phone companies play a message to the caller if the cell phone is unreachable. This interferes with the call cascade of the FortiVoice system. Enable call screening on the extension to prevent this. 

Enable call screening: 

  1. Open the FortiVoice management software to the Remote Extensions page.
  2. Click the Answered tab in the Call Handling section.
  3. In the When a call is answered pulldown menu, select play caller's name first or play accept/reject prompt.
  4. Select hang up in the If a call is rejected from this extension pulldown menu.
  5. Save settings to FortiVoice.

FortiVoice will wait for a response from the remote extension to accept the call. If the call is not accepted by the remote extension, then it follows reject cascade sequence.


Why do callers hear an out-of-range message from the cell phone company when forwarded to a remote extension? 

When your cell is out of service or turned off and you don't have voicemail from the cell phone company, the 'out of range' message plays. If you do not wish to have callers hear this message, you can enable call screening on your remote extension, and the call will follow the reject cascade. 

Enable call screening: 

  1. Open the FortiVoice management software to the Remote Extensions page.
  2. Click the Answered tab in the Call Handling section.
  3. In the When a call is answered pulldown menu, select play caller's name first or play accept/reject prompt.
  4. Select hang up in the If a call is rejected from this extension pulldown menu.
  5. Save settings to FortiVoice.

Why do callers hear silence when I forward them to a remote extension? 

This will happen if you're using same line connect in conjunction with the phone company 3-way calling feature. The first party is put on hold by the phone company, not your FortiVoice system, so callers hear silence. 


How can I access a voice mailbox from my remote extension?

  1. Call into FortiVoice on a line with an auto attendant.
  2. At the auto attendant, dial ** and the extension number.
  3. Anyone who answers your call can also transfer you to your mailbox by pressing Hold or Transfer** and your extension.

How do I use same line connect with my remote extensions?

You need the 3-way calling service from your phone company on all lines.

  1. Open the FortiVoice management software to the Telephone Lines page.
  2. Click on a telephone line.
  3. For each line, check the 3-Way Calling/Conference checkbox in the Phone Line Services section.
  4. Go to the Remote Extensions page.
  5. Select a remote extension.
  6. Check the Use same line connect checkbox. Repeat for any other remote extension you want to use same line connect.
  7. Save settings to FortiVoice.

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