sundance-communications.com/forum Forums TDM Business Telephone Systems Toshiba Telephones & Systems Network eManager - Watch Call Traffic (Busted Fax-to-Email)?

Hey all again! I'm sorry for another (hopefully obvious) question, but last time you were extremely helpful in getting me an immediate response, so this was the first place I turned to!

Long story short, we had some severe problems with our phone company over the past few weeks, and they incorrectly deleted a phone number from our DID blocks, that we used for a fax-to-email service. I called them and have been dealing with them over the phone for the past few weeks, only to have them incorrectly add the number back into the system, then attempt to change it to be correct but accidentally changing the wrong number, and finally making it "correct" now.

However, it's not working as it used to. If I call our DID "fax" number now, it just rings and rings, and nothing happens on our end. Previously we would get the fax tones, it would accept a fax, and then the fax would email to our designated endpoint. Obviously that's not the case now.

I would assume I shouldn't have to change anything in our Stratagy EX, since it was working before, and the only thing that they needed to do was to return it to the way it used to. But since it's not working, I question whether they configured the line properly.

Is there a spot in the Network eManager I can monitor and attempt to call that Fax number, to make sure it's properly being routed to our system? Was there something special that our phone company was supposed to do to that number to treat it as a Fax, or is that configuration only relevant within our Stratagy EX? This is way outside my realm of knowledge, and working with the phone company has become an exercise in futility, so I am basically forced to get this done on my own. But I'm not sure what needs to be done.

Can someone help me to figure out where I need to go / what I need to debug in order to see if this thing is even working? They claim it's done now, but since it's not working, there's something wrong somewhere, and I assume that it shouldn't be in the eManager, since that should already be preconfigured.

Thanks!

I'm sure you're a smart guy and can figure out a lot of things on the phone system. However, this type of troubleshooting should be left to a qualified Toshiba tech who can go through the programming and run a trace to see what's going on. And if need be, get tech support on the line.

Understood.

I've actually got a support request into our rep to get back to me when he's off the phone. Hopefully he'll be able to, and it'll be a painless fix. (This whole thing has been a comedy of errors with our phone company screwing things up left and right.)

I was just hoping there was a quick debug output I could check, to see if the calls were even getting to the system. I remember a tech coming out to initially configure it, and seeing him with some utility to trace the log and verify that the faxes were coming through.

Thanks!

Just to save you time, there really isn't anything within emanager to monitor the PRI routing. It will just say busy or idle, same as the LED on the card.

The logs that the other tech was watching was probabaly reated to the Stratagy voicemail, but with a ring-no answer, it probabaly would not be relevate (assuming the voicemail is working correctly).

My instinct says that if it was working before Telco changed something, and not it isn't then it is on them. The problem is proving it, which may require a tech onsite to verify that the DID is not hitting the system as it should be.

Right, and he's got the correct type of serial cable and adapter that was specifically made for communicating with the Toshiba which you would need to see the trace dump from the PRI card. Yes, it would be a simple trace to see whether or not the call is landing on your PRI. And if it is, then it's a programming issue within the Toshiba which the tech can likely fix.

Huzzah!

After numerous calls to the company, they finally got it fixed. (They had it configured to send to the wrong PRI / circuit this time).

At least I can finally put this ordeal behind me. *phew*

You can tell that if NO programming was done to the Toshiba, THEN it all has to be on the telco side.

If you don't have a matrix of all of the numbers that are on which PRi, now would be a good time to start.

I went out to the satellite campus of LA's UJ campus for a Nortel and there was no Excel file for anything, an extension list for about a third of the phones, in short it was 90% start from scratch after they switched from a T-1 to a PRi and there was almost zero data. What could have been an hour was a day and a half. Make a spreadsheet, yeah?