Auto-Attendant Dial Extension at Any Time

Hello verniekthompson, 

Thank you for using the Community Forum. I will seek to get you an answer or help. We will reply to this thread with an update as soon as possible. 

Hello,

We are still looking for an answer to your question.

We will come back to you ASAP.

Hello again verniekthompson,

I found this answer, can you tell us if it helps, please?

To address the issue you're experiencing with the FortiVoice system where extra digits are being inserted when dialing extensions through the auto-attendant, consider the following potential causes and solutions:

Possible Causes

1. Digit Map Pause Timer: If the digit map pause timer is set too short, it might not allow enough time between keypresses, causing the system to misinterpret the input.
2. Hardware or Line Issues: Faulty hardware or line interference could cause additional digits to be registered.
3. Software Glitches: There might be a software bug or configuration issue within the FortiVoice system.

Solutions

1. Adjust Digit Map Pause Timer:

   • Navigate to the Phone Profile settings in your FortiVoice system.
   • Locate the 'Digit map pause timer' option.
   • Increase the timeout duration to allow more time between keypresses. The default is 3 seconds, but you can extend it up to 20 seconds. Setting it to 0 disables the timer.
   • Save the changes to apply the new settings.

2. Check Hardware and Lines:

   • Inspect the phone hardware and lines for any physical damage or interference.
   • Ensure that all connections are secure and functioning properly.

3. Update Software:

   • Check for any available software updates for your FortiVoice system that might address known issues.
   • Apply any relevant patches or updates.

4. Review System Logs:

   • Continue to monitor the system logs for patterns or specific conditions under which the issue occurs.
   • This might help in identifying if the problem is consistent with certain actions or times.

Follow-ups and Clarification Questions

• Have you recently made any changes to the FortiVoice system settings or hardware?
• Is the issue occurring with specific extensions or randomly across all extensions?
• Have you tried adjusting the digit map pause timer, and if so, did it have any effect on the issue?
• Are there any specific times or conditions under which the issue is more prevalent?

These steps should help in diagnosing and potentially resolving the issue. If the problem persists, consider reaching out to Fortinet support for further assistance.