Fortinet Desk Phones / Troubleshooting

TROUBLESHOOTING

There are very few instances that will need to be troubleshot on the desk phones. If you find an issue that is not included in the troubleshooting training guide, please reach out to James Murray for formal discovery on the issue. The ethernet cable then connects to the network stack in the open ports of switch 1 and/or 2. The ports that are typically used are ports 9 & 11, but the phone can work on any of the open network ports on the switches themselves.

There is s RED light in the upper left hand corner of the phone.

First, determine if the store is presently running on it's primary or backup internet. If there is no internet to the store, the phones will NOT function. Basic internet troubleshooting will be required to have the full service restored to the phones. Once internet is restored, the phones should return to normal function with a GREEN light.
If the RED light remains after internet is restored, you can try to reboot the phone to resume that connection by simply unplugging the single ethernet cable underneath the phone and plugging it back in. It will take 3-4 minutes in order to fully boot up.
After boot has completed the light should change to GREEN, if it does not, you will need to contact Support. Review the Support portion of this document for proper procedure.

There is internet to the store, but the phone still says "UNREGISTERED".

A new code will need to be generated and input into the phone. Please review the Support portion of this document for proper procedure.

There is a GREEN light on the phone and it appears to be working, but we are not receiving any calls.

Typically this would indicate an issue with the Forticloud service, however you can verify this by simply attempting an call to the store to verify if the phone rings. Note anything that you may hear on your end such as:
- Unique ring tones
- Immediate call termination
- Delays in ringing on your end
- Some stores are equipped with an Auto Attendant. Note if the "Speak to a manager on duty" option transfers the call itself to the store or if the call abruptly ends.

Once you have fully documented the exact issue you may need to reach out to Forticare Support on the Stores behalf, but the store can do so on their own for troubleshooting and support needs. Please review the Support portion of this document for proper procedure.

SUPPORT

Stores and Store Support can reach out directly to FORTICARE support at 408-542-7780.

Once that call is made, the store will need to provide several things. They will need to let Forticare know that they are on FORTIVOICE. The attendant will ask for a few pieces of information in order to create a ticket in their system.

They will as for your serial identifier or serial number which is FO-CLDM000000701 (Please be sure to say the hyphen when relaying serial identifier to Fortivoice Tech.) This number IS NOT the serial number on the phone itself and is unique to Zaxbys Company Owned stores.
They will also need to confirm store email. Stores and store support can provide them with the .com email address of the store in question. For example, LocustGrove001058@zaxbys.com. This email template should be easily located by them. Subsequently, if the technician is unable to locate that email address, they can try the Zaxbys.Store email addresses.
They will also ask for the name of the contact. It's generally advised to have the store say "general manager" in this instance to eliminate confusion with Forticare, but also to provide the name of the actual caller and a callback number.
If there is any pushback, the store should reach out to Store Support directly at 706-433-2300 Option.

Once the ticket has been created, jot the ticket number down. A secondary email will be sent to the store in question containing that documentation for reference. Forticare will then transfer the call to a live tier 2 technician to begin troubleshooting that will result in resolution.

For additional questions or concerns, please email jmurray@zaxbys.com