sundance-communications.com/forum Forums TDM Business Telephone Systems Comdial Telephones & Systems DID faxes occasionally do not come through

We have a Dialogic Faxboard with our ComDial System and Unified Messaging - which works great for DID faxing 98% of the time, but I get 3-4 complaints a month about people not being able to receive faxes. The sender tries repeatedly and cannot get through. We've verified that they are using the right number and pressing the start button on their fax. My theory is that the brief recorded message "One Moment Please", hold music and then "Please press the start button on your fax machne and hang up" message messes up some sender's fax machines. Our phone system provider tells me there is no way to stop that sequence and have the call go straight to the fax tone and he has no other idea why people sometimes don't get faxes. We've noticed that people do hear a beep on their desk phone when someone is trying to send a fax (as happens even when it works), but the fax does not come through to their email.

Any suggestions?

Have seen issues with older early rev faxes called Gen 1 models. I kept call detail recording going so I could find who was faxing. After determining who owned the fax number I could verify at about 95% accuracy that most of the troubles were Gen 1 old machines or people faxing from rural carriers. Buying a newer fax machine solved most of the complaints from those who could consistently not call in.

Thanks for your reply. That could be the problem some of the time but I spoke with a lady yesterday who could not get through and she was sending from a one year old Epson all-in-one copy/fax/scanner/printer

I'd ask what her local report says. Most of those say something like poor line condition, no answer, etc. Those Dialogic Gammalink boards work pretty well and I rarely had issues with any installed sites. Also have your problem senders try to send to a stand alone fax to see if the problem resolves.

I just called and asked and the lady still had the error report. It just says "default" and nothing else. IS that any help?

She called back again and said she was not looking at the result page earlier and she just looked at it now and it says "Default 244" - if that tells you anything.

That code probably refers to an error code in the documentation for her particular fax machine.

Also, those two prompts that you mentioned can be blanked out using a certain procedure, but then they also won't play for other fax retrieval features, which would confuse people who were trying to use faxback or fax retrieval from voicemail.

No one uses faxback or fax retrieval so that would not be a problem. My theory has always been that removing the prompts might solve the problem but our phone system tech tells me it's not possible to remove them. If you know how, can you tell me - or at least point me in the right direction? - Thanks much

It is possible, but like I said: removing them may cause you trouble. That's more than likely why your phone tech told you that.