Creating extension groups

Extension > Group lets you configure extension groups including user groups, extension departments, ring groups, page groups, message groups, and pickup groups.

This section contains the following topics:

• Creating user groups
• Creating extension departments
• Viewing members of extension departments
• Creating ring groups
• Creating paging groups
• Creating pickup groups
• Creating SLA groups

Creating user groups

You can create a user group and use it to simplify the configuration of an IP extension voice mailbox, a general voice mailbox, a ring group, a page group, or a pickup group. For example, when creating a ring group, you can select the name of a user group rather than entering each user name individually.

For information on creating IP extension voice mailboxes, see Configuring IP extensions.

For information on creating general voice mailboxes, see Setting up a general voicemail.

To create a user group

1. Go to Extension > Group > User Group.
2. Click New.
3. Enter a name for the group.
4. Optionally, select a department from which you want to configure a user group. For information on extension department, see Creating extension departments.
5. For Members, click in the field and select the available users or user groups that you want to include in the group.
6. Click Close.
7. Click Create.

Creating extension departments

You can create department profiles for applying to the extensions. For example, you can create a department profile called HR and apply it to extension 1111 to indicate that this extension belongs to the HR department.

For information on applying department profiles, see Setting up local extensions.

To create an extension department

1. Go to Extension > Group > Department.
2. Click New.
3. In the Name field, enter the name of the department.
4. In the Comment field, enter any notes you have for this department.
5. If your FortiVoice Cloud has premium extensions, the Call center section is visible.
   1. To set up a call center manager group, under Manager, click in the field and select the available users or user groups that you want to include in the group. Click Close.
   2. To set up a call center member group, under Member, click in the field and select the available users or user groups that you want to include in the group. Click Close.
   3. To set up a call center queue group, under Queue, click in the field and select the available users or user groups that you want to include in the group. Click Close.
6. Click Create.

Viewing members of extension departments

You can view which members (groups) are included in an extension department.

1. Go to Extension > Group > Department.

2. Double click a department.

3. Click View Members.

4. To get the latest information, click Run Audit.

Creating ring groups

A ring group is a group of local extensions and external numbers that can be called using one number. Local extensions and auto attendants can dial a ring group.

A ring group can reach a group of extensions. For example, ring group 301 can ring the sales group at extensions 111, 112, 113, and 114. When a customer calls the sales group, the first available salesperson answers for the group.

To create a ring group

1. Go to Extension > Group > Ring Group.
2. Click New.
3. Configure the following:

   GUI field	Description
   Enabled	Select to activate the ring group.
   Name	Enter the name for the ring group.
   Number	Enter the ring group number following the extension number pattern. See Configuring FortiVoice Cloud options. Clicking in the field displays a list of crossed-out extensions. These numbers are already used and cannot be used as ring group numbers. The ring group number, once dialed, will ring all the extensions in the group.
   Display Name	Enter the name displaying on the extensions of the ring group, such as “HR”.
   Ring mode	Select how you want the ring group to be called. All: All extensions in the group will ring when the ring group number is dialed. Sequential: Each extension in the group is called one at a time in the order in which they have been added to the group. You can set a timeout period for each ring.
   Department	Select the department to which this group belongs.
   Members	Click in the field and select the available extensions or user groups that you want to include in the ring group. For information on creating extensions and user groups, see Setting up local extensions and Creating extension groups.
   External numbers	Click New to add an external phone number to the ring group. For example, you can add the number of a remote employee to a ring group.
   Normal Call Handling	Use this option to configure the call handling for the ring group when you edit a ring group. For more information, see Configuring ring group call handling.
   Advanced Setting	Ring pattern: Select a ring pattern for the group. Ring duration: Set the amount of time in seconds allowing all extensions or each one to ring before going to voicemail. Early media: Select the ring tone for the group. For creating new sound files, see Managing phone audio settings . Caller ID option: Select how you want the caller ID to display. Retain original caller ID: Select to keep the original caller ID. Call waiting: Select to enable call waiting. Emergency call option: Select Display emergency caller ID to show the emergency caller’s ID, or Disconnect ongoing call to stop a call that uses the line for emergency call. Missed call notification: Select to send a notification email when a call is missed. Enter the email address for the notification.

4. Click Create.

Configuring ring group call handling

Use the Normal Call Handling option to configure the call automation. For example, you can configure the process to forward a call to another number on a specific schedule.

You can only configure ring group call handling when editing a ring group.

If the ring group with configured call handling action is part of another FortiVoice function that also has configured call handling action (for example, a member of another ring group or the ring group extension is used for a virtual number), then the call handling action of the other FortiVoice function overrides the ring group call handling action.

For information on the Normal Call Handling option, see Normal Call Handling.

To configure the call process

1. On the Ring Group page, click Normal Call Handling.
2. Select a call status.

   Each status can only be used for one call management configuration.

   For the Busy status, if you set the ring group’s ring mode to All, FortiVoice Cloud will declare the ring group busy only if all extensions in the group are busy; if you set the ring group’s ring mode to Sequential, FortiVoice Cloud will declare the ring group busy only if the last extension in the group is busy after ringing the extensions sequentially and each one is busy at the time of being rung.

   The System default action changes depending on the status selection.

3. If you select User defined, click New to define a call process according to a schedule.
   • Select a pre-configured Schedule for the call action. You can click View to display the schedule details. For information on configuring schedules, see Scheduling FortiVoice Cloud.
   • Add an Action for the call process. You can add multiple actions to process a call in sequence. For example, you can add Play Announcement and then Auto Attendant. In this case, an incoming call will be transferred to the auto attendant after an announcement is played.

     Default Action is equal to the action when you select System default action under Call Process.

     • If you select Go to Voicemail, enter the extension number of the voicemail.
     • If you select Play Announcement, select a sound file. For information on configuring sound files, see Managing phone audio settings
     • If you select Auto Attendant, select an auto attendant profile. For information on configuring auto attendant, see Configuring auto attendants.
     • If you select Play Busy Tone, no additional selection is required.
     • If you select Hang Up, no additional selection is required.
     • If you select Forward, enter the number to which you want to forward the call.
       This option is available only if call forwarding is enabled in the extension’s user privilege. See Configuring user privileges.
   • Click Create.
4. Click OK.

Creating paging groups

A paging group is a group of extensions that can be paged using one number. Paging groups require telephones that support group paging. FortiFone softclients are not paged.

A paging group can reach a group of extensions. For example, paging group 301 can ring the sales group at extensions 111, 112, 113, and 114. When a call reaches 301, all extensions in the group can pick up and answer the call.

To create a paging group

1. Go to Extension > Group > Paging Group.
2. Click New.
3. In Name, enter a name for the group.
4. In Number, enter the paging group number following the extension number pattern. See Configuring FortiVoice Cloud options.

   This is the number that, once paged, will ring all the extensions in the group.

5. In Display name, enter the name displaying on the extensions of the group, such as “HR”.
6. In Caller ID option, select how you want to display the ID of a caller to the group.
   • No Change: the caller ID will display as is.
   • Replace: the caller ID will be replaced by the Display name you set.
   • Prefix: the caller ID will be prefixed with the Display name you set.
7. For Emergency call option, do the following:
   • Select Display emergency caller ID to show the caller ID.
   • Select Disconnect ongoing call to interrupt a page in progress when an emergency page comes in.
8. In Department, select the department to which this group belongs.
9. In Members, click in the field and select the available extensions or extension groups that you want to include in the paging group.
10. Click Create.

Creating pickup groups

Some organizations cannot afford to miss phone calls on any extensions. Pickup groups allow some members in a group to answer incoming calls that ring on other extensions while the users are away.

Pickup groups can press the feature codes to pick up incoming calls that ring on other extensions. For more information, see Modifying feature access codes.

To create a pickup group

1. Go to Extension > Group > Pickup Group.
2. Click New.
3. Enter a name for the group.
4. Select the department to which this group belongs.
5. For Members, click in the field and select the extensions or user groups that you want to include in the pickup group.
6. Click Close.

For information on creating extensions and user groups, see Setting up local extensions and Creating extension groups.

7. For Pickup by members, click in the field and select the extensions or user groups that are allowed to answer incoming calls that ring on other extensions.
8. Click Close.
9. Click Create.

Creating SLA groups

For details about shared line appearance (SLA) groups, see Appendix A: Shared line appearance.