Fortivoice Cordless Phone

Fortivoice Cordless Phone

Introduction

Installation

Troubleshooting

Introduction

The Fortivoice Cordless phones are a VoIP solution provided to Zaxbys stores by Fortinet. They are commonly called Fortifone W80B units. These phones do not have a traditional base station that they pair to, they connect exclusively through the WiFi at Zaxbys company stores and licensee locations that use Fortinet for their phone services. As a reminder here, if the wifi OR internet at the store is down, these phones WILL NOT WORK. Both have to functional.

Installation

Installing the phones consists of two main steps.

Connecting the phone to the zaxvoice wifi.
Provisioning the phone as an option in the FVC portal.

Connect the phone to the zaxvoice wifi.

Install the included battery into the phone, and power it on by pressing the RED "End Call" button on the phone.

Once powered on, the phone will immediately begin looking for a wifi connection.

If you press "skip" or "End Call" on this screen, the phone will leave the scan screen and land on the default home screen. If this happens, you can get back to the scan screen by simply pressing MENU / SETTING / NETWORK / WIFI, then once on the WIFI section of the phone, clicking "SCAN" on the page.

Once "SCAN" is selected, the phone will begin to look for a wifi connection to grab on to.

Then, once a series of WiFi connections are established, you will see several options on the screen like this:

Connecting to the CORRECT WiFi is CRUCIAL to the phones properly provisioning and functioning properly. You will want to select the following WiFi connection:

"zaxvoice".

This WiFi connection was created and established by Comcast Support as a dedicated option for Zaxbys VoIP. If you DO NOT SEE "zaxvoice", stop what you are doing and reach out to Comcast Support for assistance.

If you do see "zaxvoice", click on ENTER and you will see the following page.

You will need to arrow down or toggle down to the section labeled "WPA Shared Key" and enter in the following series of numbers. "114460375". This numerical passphrase is the same for all Zaxbys stores. You will need to press the center button in order to change from 'abc' to '123' to enter the passphrase properly. As you enter in each number an asterisk will replace the digit, so be sure that you press one digit at a time. Once entered in, press the "ok" button and the phone will attempt to connect to the WiFi. It will take 1-2 minutes to properly connect to the wifi, after it connects you will see a popup that says "connected" and you can press "End Call" to go to the home screen. Additionally, the WiFi icon on the home screen in the upper right hand corner will now have a standard WiFi antennae instead of one with an exclamation point.

If the connection fails to connect, check the connection and the passphrase and repeat these steps. If it continues to fail, reach out to Comcast Tech Support.

You are now ready to move onto step 2 in the provisioning process.

Provisioning the phone as an option in the FVC portal.

In order to provision the phones, you will need a user login for Fortvoice. If you are unsure if you have one, reach out to the Restaurant Systems Director to ensure you have that credential. Then go to https://www.fortivoice-cloud.com/index.html#/dashboard and login.

Once logged into the Dashboard, you will select the FortiVoice instance and land on the following screen.

You can verify that you are in the correct spot by checking the Serial Number at the top of the screen. Circled in red above here.
From this screen, click on the "Fortivoice Cloud Admin Portal" button in BLUE.

This will take you to the provisioning portal where you can setup and modify the phone systems. The intial landing page will look like this.

Fortivoice Cloud Admin Portal

Now that you are properly into the portal, click on the "EXTENSION" drop down on the left hand side and a new drop down will appear. Once open, click on "extension" from within that drop down option. A new page will open that will allow you dial in closer to the extension that you want to modify and provision.

In the Fortivoice Cloud Portal, the extensions that will appear allow you to locate the store by the store number OR it's local listing. You will need to know what store number that you are setting up or modifying and enter it into the search bar next to the "Action" option circled in red below.

You can search by the store display name or extension number using this function. Enter that info and then press "Enter" to search.

Now that you have entered in the store you want, click it once to highlight it and the 'double click' to open to extension provisioning page. A pop-up will appear with the extensions device settings page as pictured below.

IP Extension provisioning page

Once the IP Extension provisioning page is open, scroll down slightly and click on the "Auxiliary Phone" tab in Device Settings and then click "NEW". This will open up a new "Auxiliary Phone" page. Now you are adding the newest phone to the system. Click the '+' symbol.

After you click the '+' symbol a Desktop Fortiphone option will appear that will allow you to select the phone option and enter in the MAC ADDRESS of the new phone as pictured below. You can get the MAC Address of the phone by simply looking at the box that the phone was packaged in OR by clicking "MENU", then "INFO" on the phone itself.

MAC: is the MAC ADDRESS that you will need to enter

It's important that you select the FortiFone-W80 phone from the drop down menu. Once you select the W80 model, the phone profile will automatically update. Once you do, you can enter in the MAC ADDRESS of the W80 phones in the MAC ADDRESS section at the top of the page. If you enter in the address correctly, the checkmark will turn green and you click on "CREATE" in the bottom right.

If you receive ANY kind of error message at this point, you will need to reach out to Fortivoice Cloud Support at: 408-542-7780.

Now that you have created the Auxiliary phone in the FVC portal you will see it listed under the profile like so:

Because the phone is NOT connected yet to the FVC Cloud Portal you will see a "RED DOT" under status on this page AND the IP Address bar will be blank. On the cordless phone, you will press the MENU button to bring up the phone options and then toggle down to the CLOUD option and press ENTER.

CLOUD provisioning screen

Enter into the CLOUD and you will see this series of prompts.

To provision ALL Fortivoice Phones our Zaxbys Cloud ID is 074 844 5361, enter that number under CLOUD ID. The Extension Number is the number that is associated with that store from the FVC Portal. In our example, we are using 116 or EPPS BRIDGE. You can find your extension by looking at the IP Extension Page that you currently have open on your browser. I have circled the extension in red and where it is located, below.

Store Extension Number

Enter that extension number in and the toggle down to CLOUD PIN. This section is important to enter in slowly as it disappears once entered and is also replaced by asterisks. You can generate that pin by scrolling down within the IP Extension Page open on your browser in the FVC Portal and clicking on 'CLOUD' and then 'GENERATE' as pictured below.

After you have clicked "GENERATE", you will see a new Cloud Pin: has populated under USER SETTING. This 6 digit pin is what you will input under CLOUD PIN on the W80 phone.

Now that you have entered in the CLOUD PIN, click on "SUBMIT" and the phone will attempt to reach the FVC Portal Servers. From this point one of several things will happen. Either the phone will generate a prompt that says "Downloading Configuration from Fortivoice Cloud Servers", OR an error that says "There was a problem connecting Fortivoice Cloud Servers"

If you receive this message: Downloading Configuration from Fortivoice Cloud Servers:

The phone will provision, update and will stage the phone. Once that is complete, sometimes the phone will require a reboot. It will reboot on it's on and reconnect to the 'zaxvoice' WiFi on its own after it has fully booted. The phone will also now display the stores display name in the upper left hand corner and you can proceed with a test call. If the phone is UNABLE to receive or make calls, move to the TROUBLESHOOTING portion of this document.

If you receive this message: There was a problem connecting Fortivoice Cloud Servers:

The phone is not able to connect to the FVC portal and will need to be troubleshot with the Fortivoice team directly. Reach out to Fortivoice Support at: 408-542-7780

TROUBLESHOOTING

As previously stated, the phones connect and work ONLY if there is internet at the Zaxbys location AND it's connected to the Wifi of the store. There are layers of troubleshooting that will require critical thinking in order to determine the course of action and who to call.

THE PHONES CANNOT MAKE OR RECIEVE CALLS
- Check and see if the phone shows the display name OR if it says "NOT CONFIGURED". In most cases, if the phone says "NOT CONFIGURED" this is the result of it not being on the 'zaxvoice' WiFi OR an internet outage. Check to see if the store has internet. If it does, make sure the phone is connected to 'zaxvoice' wifi. Refer to the above installation to get connected to the 'zaxvoice' WiFi, if it cannot connect, the first call would need to be made to Fortivoice Support to troubleshoot problems with the phone itself.
  
  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 6.
  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.
- If Fortivoice determines that there is no problem with the phone, a call will need to be made to Comcast Support to verify connectivity over the 'zaxvoice' Wifi. They can be reached at: 877-881-6544. Alternatively, you can create a new NOC ticket by signing in to eac.comcast.com

There have been no other issues with the phones that would require any troubleshooting outside of wifi connectivity issues or making or receiving calls. If you experience anything outside of this, please report it directly to Fortivoice by calling their support team at 408-542-7780. Additionally, if a store reports a different issue, please report it directly to the Restaurant Systems Director for direction and amendment of this living document.