Frequently asked questions

This section includes the following frequently asked questions (FAQ) about FortiVoice Cloud:

• What regions is FortiVoice Cloud available in?
• Can I transfer my existing phone numbers to FortiVoice Cloud?
• Can I continue to use my existing analog phones with FortiVoice Cloud?
• Which destination IP addresses, IP address ranges, and domains does FortiVoice Cloud use?
• Which NTP servers does FortiVoice Cloud use?
• Which DNS servers does FortiVoice Cloud use?
• Can I deploy my FortiVoice Cloud instance without adding a DID number?
• Do I need to purchase any hardware for FortiVoice Cloud services?
• Which FortiFone phone models does FortiVoice Cloud support?
• What happens if my paid FortiVoice Cloud license expires?
• Do I need to use FortiGate with FortiVoice Cloud?
• How do I register my device with FortiVoice Cloud?
• How many FortiVoice devices can my FortiVoice Cloud account manage?
• What happens if my FortiVoice device loses connection with FortiVoice Cloud?
• From which website can I download the FortiFone softclient?

What regions is FortiVoice Cloud available in?

FortiVoice Cloud is available in the U.S. and Canada.

Can I transfer my existing phone numbers to FortiVoice Cloud?

Yes. To transfer your existing phone numbers from another service provider to FortiVoice Cloud, perform the following steps:

1. Log in to FortiVoice Cloud.
2. Go to Trunks > Local Number Portability.
3. To port a direct inward dialing (DID) number, click +.
4. Fill in the request. For more details about porting DID numbers, see the FortiVoice Cloud Basic Administration Guide.

Can I continue to use my existing analog phones with FortiVoice Cloud?

Yes, by manually provisioning and configuring an additional FortiVoice Gateway, your analog devices can connect with FortiVoice Cloud services.

Which destination IP addresses, IP address ranges, and domains does FortiVoice Cloud use?

This section lists the destination IP addresses, IP address ranges, and domains that FortiVoice Cloud uses to deploy its services.

Make sure to configure your firewall unit to allow traffic to those IP addresses and domains used by your FortiVoice Cloud instance:

• FortiVoice Cloud deployment with a FortiGate unit: If the FortiVoice endpoints (FortiFone IP phones and FortiFone softclients) are behind a FortiGate unit, then you can create an IP policy and select Fortinet-FortiVoice.Cloud as the destination.
• FortiVoice Cloud deployment with a third-party firewall unit: If the FortiVoice endpoints (FortiFone IP phones and FortiFone softclients) are behind a third-party firewall unit, then add the IP addresses and domains listed in this section to your firewall policies.

Destination IP addresses and IP address ranges used for FortiVoice Cloud services

Destination IP address and IP address range	Port	Protocol	Connection description
35.227.192.58	443	TCP	Global provision server
38.21.192.32/32 The IP address for a FortiVoice Cloud instance deployed in the San Jose/Sunnyvale (CA, United States) zone.	1 to 65535	TCP	Phone provisioning, LDAP phonebook, signaling for desktop app, mobile softclient and desk phones (TCP, TLS, WSS transport)
	389 5059 and 5060 5067 to 5070	UDP	LDAP phonebook, signaling
38.21.192.64/27	30000 to 60000	UDP	Audio for a FortiVoice Cloud instance deployed in the San Jose/Sunnyvale (CA, United States) zone.
38.21.202.0/27	30000 to 60000	UDP	Audio for a FortiVoice Cloud instance deployed in the Ashburn (VA, United States) zone.
66.35.26.16	443	TCP	Backup control site in case the primary control site is down (154.52.18.6)
154.52.5.161/32 The IP address for a FortiVoice Cloud instance deployed in the Dallas (TX, United States) zone.	1 to 65535	TCP	Phone provisioning, LDAP phonebook, signaling for desktop app, mobile softclient and desk phones (TCP, TLS, WSS transport)
	389 5059 and 5060 5067 to 5070	UDP	LDAP phonebook, signaling
154.52.5.224/27	30000 to 60000	UDP	Audio for a FortiVoice Cloud instance deployed in the Dallas (TX, United States) zone.
154.52.6.179/32 The IP address for a FortiVoice Cloud instance deployed in the Ashburn (VA, United States) zone.	1 to 65535	TCP	Phone provisioning, LDAP phonebook, signaling for desktop app, mobile softclient and desk phones (TCP, TLS, WSS transport)
	389 5059 and 5060 5067 to 5070	UDP	LDAP phonebook, signaling
154.52.9.0/24 An optional IP address range for a FortiVoice Cloud instance deployed in the Dallas (TX, United States) zone.	1 to 65535	TCP	For traffic from FortiVoice Cloud to customer premises for non-voice communication services such as LDAP server (on customer site) Note: If you are not using the services, you do not need to set the IP address range.
154.52.18.6	443	TCP	Centralized firmware server for FortiFone desk phones and FortiFone desktop softclients Centralized image server Cloud operator portal Cloud service status check Firmware version checking server for auto-upgrade FortiVoice Cloud service availability portal FortiVoice user portal
154.52.18.19	3478	TCP and UDP	STUN server for FortiFone phones
208.91.112.60 208.91.112.61 208.91.112.62 208.91.112.63	123	UDP	NTP service
208.184.237.0/24 An optional IP address range for a FortiVoice Cloud instance deployed in the San Jose/Sunnyvale (CA, United States) zone.	1 to 65535	TCP	For traffic from FortiVoice Cloud to customer premises for non-voice communication services such as LDAP server (on customer site) Note: If you are not using the services, you do not need to set the IP address range.
209.66.107.0/24 An optional IP address range for a FortiVoice Cloud instance deployed in the Ashburn (VA, United States) zone.	1 to 65535	TCP	For traffic from FortiVoice Cloud to customer premises for non-voice communication services such as LDAP server (on customer site) Note: If you are not using the services, you do not need to set the IP address range.

Domains used for FortiVoice Cloud services

Domain	Description	Device and softclient
prov.fortivoice-cloud.com	Global provision server	FortiFone IP phones and FortiFone softclient (mobile and desktop) use those domains.
fwcheck.fortivoice-cloud.com	Firmware version checking server for auto-upgrade
fwimage.fortivoice-cloud.com	Centralized firmware server for FortiFone desktop softclient
fortivoice-cloud.com	Domain used for FortiVoice Cloud
fwimage-p.fortivoice-cloud.com	Centralized firmware server for FortiFone phones
status.fortivoice-cloud.com	FortiVoice Cloud service availability portal

Which NTP servers does FortiVoice Cloud use?

FortiVoice Cloud uses the following network time protocol (NTP) servers:

• ntp1.fortiguard.com

• ntp2.fortiguard.com

Which DNS servers does FortiVoice Cloud use?

FortiVoice Cloud uses the following domain name system (DNS) servers:

• 208.91.112.53
• 208.91.112.52

Do I need to purchase any hardware for FortiVoice Cloud services?

FortiVoice Cloud offers easy subscription services without the investment in PBX hardware. FortiVoice Cloud is easy to activate, deploy, and configure by using an intuitive web portal. You only need to plug and play a cloud-ready FortiFone IP phone or install FortiFone softclient on a smartphone or computer, and start making calls.

Can I deploy my FortiVoice Cloud instance without adding a DID number?

No. You need to add a direct inward dialing (DID) number before deploying a FortiVoice Cloud instance. For more details, see the Workflow and Adding a DID number.

Which FortiFone phone models does FortiVoice Cloud support?

For details, see Supported devices and apps.

What happens if my paid FortiVoice Cloud license expires?

If your paid FortiVoice Cloud license expires, outbound calling can be suspended. However, FortiVoice Cloud will still process emergency calls.

Do I need to use FortiGate with FortiVoice Cloud?

No, you do not need to use a FortiGate unit with FortiVoice Cloud. However having a FortiGate unit at the same location as your phones allows for greater technical support efforts. Any type of firewall (from companies such as Cisco or SonicWall ) can limit Fortinet's ability to troubleshoot issues in your network.

How do I register my device with FortiVoice Cloud?

For device registration details, see the following documents:

• Registering your FortiFone softclient for mobile
• Registering your FortiFone softclient for desktop
• Registering your FortiFone desk phone

How many FortiVoice devices can my FortiVoice Cloud account manage?

Your FortiVoice Cloud account can manage the number of FortiVoice devices specified in the purchased license. For licensing information, see the FortiVoice Cloud Unified Communications Data Sheet.

What happens if my FortiVoice device loses connection with FortiVoice Cloud?

If your FortiVoice device loses connection with FortiVoice Cloud, you will not be able to make outbound calls. Calls to your extension will follow your configured call handling settings.

From which website can I download the FortiFone softclient?

• Android phone:
  1. Tap the Google Play Store app and search for FortiFone.
  2. For installation and configuration details, see the FortiFone Softclient for Android User Guide.
• iPhone:
  1. Tap the Apple App Store app and search for FortiFone.
  2. For installation and configuration details, see the FortiFone Softclient for iOS User Guide.
• Desktop (Windows and Mac):
  1. Go to the Fortinet Customer Service & Support website.
  2. Log in to your account or register for an account.
  3. Select Support > Firmware Download.
  4. In Select Product, select FortiVoiceUCDesktop.
  5. Click the Download tab.
  6. Navigate to the folder with the latest version.
  7. Locate the file for your operating system.
     1. For Windows, go to the FortiFone_windows_v3.0_bxxx.exe file.

        Note: For batch and remote installations on Windows, the IT department can use the FortiFone_windows_v3.0_bxxx.msi file.

     2. For Mac, go to the FortiFone_mac_v3.0_bxxx.dmg file.
  8. To download the file to your computer, go to the end of the row and click HTTPS.
  9. Save the file to your computer.
  10. To start the installation, double-click the file.
  11. Follow the installation prompts.
  12. For more details about configuring and using the FortiFone softclient, see the FortiFone Softclient for Desktop User Guide.