NetFortris Support Center

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Frequently Asked Questions

Below is a list of our top troubleshoot topics. We have prepared guided self-help information to get you started down the right path. Can’t find what you’re looking for? Please contact support.

How do I add a holiday schedule?

  1. Log in to with your administrator’s credentials.
  2. Select the “Inbound Call Routing” option on the left navigation menu
  3. Click on the “Schedule” icon on the top navigation menu, then click “+ Create” on the top right of the page to add a new schedule
  4. Enter your holiday schedule details.

As an example, here’s how you might enter the holiday schedule for Labor Day:

Name: Labor Day

Mode: Date

Time zone Area: US

Time zone: Pacific

Start Date & Time: 09/02/2019 @ 12:01am

End Date & Time: 09/02/2019 @ 11:59pm

  1. Click on “Create Schedule”
  2. After creating the schedule, you must decide what should happen to incoming calls during holidays. For a typical setup, you would send the calls to your “Night Mode” submenu (as if the customer called in during after-hours).

That's it, you are done. All inbound calls (except for user direct dial numbers) that come in during your holiday will be automatically routed to your Night Mode submenu. After the holiday, the calls will still route as usual, so you do not need to make any changes to your IVR after you come back from the holidays.

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My IP Phone will not power on.

The two basic power connections for IP phones consist of either a manufacturer supplied A/C power supply, or Power Over Ethernet (PoE) cabling from a PoE capable switch.

Steps To Troubleshoot PoE Connected Phones
When troubleshooting Power Over Ethernet (PoE) devices, there are a few easy to do troubleshooting steps. We can start by moving the phone to another location of a known working PoE phone. By doing so, we can rule out that phones’ location in the office as the source of the problem. Does the Phone Power On When Switched With a Known Working PoE Connection?

  • If YES
    • At this point you have a few troubleshooting options:
      • The easiest of these steps is to replace the cable from the phone to the wall jack. It very well could be the cable that is having an issue.
      • Next is to switch the port on the switch if you have the available ports to do so. The issue could be isolated to a single physical port on the switch with regards to PoE connectivity.
      • Plug the phone directly into the switch with a single cable. If the phone powers up, then the issue might be due to the cabling run to that location in the building going bad.
      • The final step to try is to reboot the PoE switch to see if the original port continues to have an issue.
  • If NO
    • At this point it might be time to try an A/C Power Adapter to see if the phone will turn on. Do you have access to an A/C Power Adapter specified for your model of phone? If you do, plug it in and let's determine if the issue is with the PoE connection, or the hardware on the phone.
      • Once plugged in, if your phone does NOT turn on we have tried most everything we can do to self-troubleshoot. It appears that we can have a faulty device at this point. We have the following options to check on getting a replacement for this bad device.
        • If the phone is covered under warranty by NetFortris, we can setup a Return Merchandise Authorization (RMA) for the covered device. This usually means that the device was rented/purchased through NetFortris, and was purchased less than one year ago. Open a support ticket or contact technical support to start the RMA process.
        • If the phone is not under warranty, then we still have the following options:
          • You may contact NetFortris's Account Management Group at 877-Fonality to purchase a new device to replace the faulty one.
          • You can purchase a NetFortris supported phone, and contact NetFortris's Account Management Group at 833-463-2382 to provision the phone for use on your account.
      • If your phones DOES turn on with an A/C Power Adapter:
        • The good news is that the phone is okay. At this point, we have a few options.
          • Use A/C power for the phone.
          • Troubleshoot the current PoE setup:
            • Try swapping the Cat5e cabling to the phone.
            • Test the port by changing the physical port on the PoE switch.
            • Rebooting the switch is a good troubleshooting step.
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How do I forward my calls?

  • From HUD (

    1. Click on the “Settings Wheel” on the top right of the HUD application
    2. Click on “FindMeFollowMe” on the left navigation menu to view your Call Forwarding Options:
      • Forward calls to a single number
        1. You can select the external phone number or internal extension you would like to forward your incoming calls to, and how long the call should ring your phone before forwarding the call.
        2. If you chose to forward the call to an internal extension and that extension does not answer, you can choose to return the call to your voicemail.
      • Find Me
        1. Forwarding Option that gives you the ability to forward calls to multiple places, sequentially, at the same time or a combination of both.
        2. Common last step is to forward the call to your voicemail.


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I need help using my NetFortris HUD Softphone.

The NetFortris Softphone Download can be found within your HUD Settings/Preferences:

  1. Click on the “Settings Wheel” on the top right of the HUD application
  2. Click on “General” on the left navigation menu
  3. Click on “Download” in the HUD Softphone section
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How do I configure my voicemail box?

Each extension has their own voicemail box which can be configured either by the administrator and/or the owner of that extension. 

  • User Access and Settings
    • Users can configure their own settings for their Voicemail box thru their HUD application (
  • Click on the “Settings Wheel” on the top right of the HUD application
  • Click on “Voicemail” on the left navigation menu
    • Voicemail Settings
      • Enable or Disable
      • Voicemail Password
      • Voicemail Email
      • Email Notifications
      • Email Attachments
      • Auto-delete Voicemail
    • Voicemail Greetings
      • Unavailable
      • Busy
      • Vacation
      • Name Directory
  • Administrator Settings
    • Admins can configure voicemail settings for each extension thru the admin panel (
  • Click on “Organizations” and then “Users” on the left navigation menu
  • Find the extension you wish to configure and click “Edit”
  • Navigate to the “Extension, Voicemail and Queue section and click “Edit”
  • View and Configure Voicemail settings for the selected extension
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How do I configure my outbound caller ID?

Caller-ID can be configured either Globally or per Extension within the Administration Panel. Navigate to a user within Admin Panel and select the desired outbound caller ID for that particular extension.

  1. Log in to with your administrator’s credentials.
  2. Click on “Organization” and Select “Users” on the left navigation menu
  3. Locate the User for which you want to configure outbound caller ID and Click on the “Edit” icon on the the far right of the User’s row.
  4. Navigate to the “Extension, Voicemail and Queue” section and Click “Edit Info”
  5. From the “Outbound Caller ID” dropdown, choose which outbound caller ID you want to configure for the extension you are editing.
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How do I record an auto-attendant greeting or voice prompt?

  1. Log in to with your administrator’s credentials
  2. Click on “Inbound Call Routing” on the left navigation menu
  3. Click on “+ Upload Prompts”
  4. Drag a wave file or Choose a file to upload
  5. Add a Description to the Greeting and Click “Upload”

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How do I update my voicemail greeting?

  1. From your phone, push the voicemail button (or dial *855 if your phone doesn't have a 'voicemail' button)
  2. Enter your voicemail password
  3. Press 0 for “Mailbox Options”
  4. Follow the prompts to record your busy, unavailable, and/or vacation/out of office greeting.

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