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nvelocity
New Contributor

new fortivoice

We bought a FVC40. Having a hard time with auto attendants (can' t record them). Clicking on interface or dialing in from phone doesn' t work. Will open a support ticket. Noticed there' s no new posts regarding Fortivoice. Slow adoption?
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SimplicityForce
New Contributor

I recently setup our new FVC40 unit along with a 350i that we are testing. Initially, I had some trouble because I wasn' t saving the configuration file, but once I saved the configuration, everything worked as expected on the LAN. (Still working on using the phone from a remote location, but that is a different story.) I am using FortiVoice version 7.20.002. Thus far, I am very pleased with the system. Still have some things to learn though.
nvelocity

Have you been successful in getting a remote phone to work? We have not. I opened a case with support. No luck. I don' t believe remote phones work. If it works for you I' d love to hear about it. Overall, I am really disappointed in Fortivoice and Fortinet. When will companies learn to release a product only when it ACTUALLY WORKS?
SimplicityForce

I am still working on the remote extensions. (I have a lot of other stuff right now, so I had to put this off.) I was able to get everything to work except presence indicators if I set the phone as internal through the FortiVoice software, and then manually configured the phone with the IP address of the system. (You also have to set the phone to not update on reboot.) I will try to find some time to look at this again today.
SimplicityForce

So I have played around with this a bit the past few days and was not able to get it working. Using the recommended configuration, everything appears to work, but there is no audio in the calls, and external to internal calls drop after 15 seconds. As I stated in my previous post, I can get everything except status by manually changing the settings. Today, I decided it wasn' t worth any more effort, and I set up a site to site VPN tunnel between the two locations. (There is a FortiGate protecting both sites.) I rebooted the phone as an internal extension, and everything worked, except the line status! I looked over the phone information, and it showed internal addresses, so it appears the traffic is going over the VPN, but still no status. Now I am completely perplexed. Just thought I would share. I have to believe the problem actually lies somewhere in the FortiGate configuration, but I have no idea where. I think I will just change the button with line status to another speed dial.
nvelocity

Fortinet support told me we needed a SIP ALG aware firewall on the client side. Since you have a Fortinet on both ends I' m curious to know if you tired the SIP Helper settings. I believe these are the correct settings. FortiOS has two features that can modify the SIP headers and SDP parameters. The first feature is called the “SIP Session Helper”. If you are experiencing one way audio issues disable this feature first, reboot your IP phone then try making another call. If disabling the session helper does not work, disable the SIP ALG as well. To disable the sip session helper: 1 Enter the following command to find the sip session helper entry in the session-helper list: show system session-helper edit 10 set name sip set port 5060 set protocol 17 2 Enter the following command to delete session-helper list entry number 10 to disable the sip session helper: config system session-helper delete 10 To disable the SIP ALG: There are typically two VOIP profiles on a factory shipped Fortinet firewall. You may need to disable both profiles to fully stop the ALG. config voip profile edit VoIP_Pro_2 config sip set status disable end end
SimplicityForce

I still haven' t figured this out. I tried your suggestion, and I don' t think it made any difference. I think it has something to do with port forwarding or NAT because if I call from the external phone, everything works perfectly, but if I try to call the external phone it doesn' t work. If I can find some time, I will contact support to see if they can help.
nvelocity

I told our FTNT rep we were unhappy with Fortivoice. One of their specialists called me and requested some info about our situation and assured me that their remote phones work. I directed them to this forum post to show that it' s an open issue that is affecting multiple people. I am not willing to sink more of our time into it. I don' t understand why Fortinet does not have a social media or forums tech here to help the community. This is a frustration I' ve had with Fortinet for years. What better place to get feedback and build a priority list? At least show they listen!!! Anyway, I am interested to hear how your support experience goes. Please do post an update.
SimplicityForce

So . . . it turns out there were a couple of different issues. In the end, your solution did work for making calls. I am now able to make and receive calls to and from internal and external extensions and phone lines. The problem was the way I was testing it. After trying to configure the external extension unsuccessfully so many times, I just left a phone in the server closet at the remote location, connected directly to the FortiGate. No one was there to answer it, so I was trying to make an intercom call to test it. After contacting support, I found out that " intercom calls, or off hook paging, are not supported with external IP extensions." I went to the server closet today, and made some test calls and everything is working as it should. I guess I need to find a manual!
nvelocity

That sounds about right. When we first setup the FVC in our office we couldn' t record greetings. The FVC was on a different subnet than the phone. It seems the FVC uses broadcasts for certain config features like greetings. Once they were on the same subnet recording greetings started working. That seems odd since other items like direct dialing an extension did work. So, I can see how your intercom tests would fail. What' s your overall opinion of the Fortivoice?
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