sundance-communications.com/forum Forums TDM Business Telephone Systems Samsung Telephones & Systems Voicemail FAX problem

Hi

We have DCS24 + SVMi2 + Analogue line. When line coming to Auto Attendant. Then Voicemail detect it is a Fax call. Then transfer calls to Fax extension. (I saw calls were transferred to fax machine from Monitor) But for some reason. Fax didn’t come through. Sender’s Fax just hand up and awaiting for redial.

Fax and line were working fine without Auto Attendant. I mapped trunk directly to Fax extension. It worked. But just doesn’t work when I put it into Auto Attendant. I do remember there is a fax issue on Samsung system.

Anyone can help?

Many Thanks

Hi kteng

Yes the SVMi-2 can direct fax calls to the fax extn and the way it does this is to recognize the CNG (fax squeals) tone but here is the problem, these days more and more fax's are silent and therefore the SVMi-2 will not pick it up, hence why some fax's seem to work and others do not. I know for a small business it is hard to justify a line solely for the fax but if you did you would also be able to put this on the system and direct it to the fax as you stated and then use it for outgoing calls, you could even put your ADSL across it.

Hi. Thanks for help. But I think SVMi-2 recognized it was a fax call. I used port monitor at SVMi-2 and I saw voicemail pick it up and successful transferred call to fax extension. and receiver's fax machine did received call transfered from Voicemail. because I could see it tired to pick calls. (but sender fax machine had handup and awaiting for redial.)

I think after calls hid voicemail. sender's fax machine didn't receive any signal from receiver's fax. So it just hand up before voicemail transferred calls to fax extension.

I used my Brother 645 to test it when I was in office today. I load paper on my fax machine. Then put number in. press start key. fax machine just DIDIDI...... ring one or twice then handup and awaiting for redial.
But if I pickup phone and dial that number. hit voicemail. press 8 to fax machine(which I programmed in system). Then I press start key on my fax machine. It went through.

I talked with Samsung support this afternoon. They told me there are two ways to send fax out. They suggest me to check does fax machine have Auto Dial (I can't remember how to call that service) on it. But I just don't understand how does it affect fax function on PABX.

Stuck...

ok, well from what you say, it sounds like by the time the voicemail recognizes the fax and transfers it to the fax extn and your fax answers, the sending fax has given up and entered redial mode. Most fax's when sending will ring for 20-30 sec's before going into redial mode. There is not alot you can do to speed up the voicemail transfer, the only thing I can suggest is to make sure the fax is set to answer immediately, most are set to a 2-4 ring delay.

Auto Dial on your fax will not affect how the voicemail in the PABX operates, sounds like a misunderstanding of terms with the support person you spoke with.

I would recommend that you call the service company who installed your system, they will have qualified techs to help you out, in the Auckland area that would probably be Cogent Communications.

Hi Thanks again for that. I made a few tests again this morning. It looks like I did something wrong in Voicemail Programming. Or that voicemail card has a issue here.

When sending fax hit voicemail. It just handup immediately and went to redial mode. Total less than 5 seconds. I have tried two fax machine. All the same. It looks like after sending fax hit voicemail. During call transfer, Voicemail returned an singal to sending fax and made it hand up.

Currently they are using DCS24+SVMi2. At voicemail programming. I set FaxCall goto extnXXX(Fax extension) at day menu. I don't know what I missed here.