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Enterprise Messaging - DID Faxing

I’m having some problems with DID inbound faxing and Enterprise Messaging. We have about 40 DID fax lines with 5 fax licenses and 16 voicemail ports. The problem is that some users receive a “failed fax message with a .tif file containing a thin black line across the middle and others get complaints that users are unable to send a fax to the number.

Our voicemail ports are not filling up and Inter-tel said that the 5 fax ports\licenses are not filling up. Could there be a compatibility issue with certain fax machines or could there be a setting configured wrong?

The DID numbers point to an “Application” with the day greeting set to have three 10 second long pauses.

We just installed the phone system a month ago so we have all of the current versions installed.

Any help would be greatly appreciated.

Wayne Plotkin
Network Administrator
Sihle Insurance Group

If this system is only a month old, I would think this would be covered under warrenty... unless you installed it yourself, or changed the programming somehow.
Have you been able to determine the source of these faxes?

The faxes seem to come from a different number everytime. The system is under warrenty, but Inter-tel is having a problem figuring out what the problem is. The tech doesn't seem to know much about the Enterprise Messaging server. Have you every used the system for receiving faxes and had problems with it?

Yer EM server should be on Service Pack 8A at least. 8A addresses compatibility w/ 14.4 kbps fax machines.

My EM server shows EM Version 1.0.38.8 I found the install disk and it says Version 1 with Service Pack 8. I'm assuming that is what Inter-tel installed. Does anyone know what the current EM version is, so that when I talk to Inter-tel I can make sure they get our software current.

SP 8C is the latest available service pack.

This is still an issue for us. Here is how Inter-Tel set it up.

1. DID fax number is pointed to a "Call Routing Announcement" Application.

2. Application is then set to have a Fax Delivery email address set.

3. The "Day Greetings" is set to have 3 "Long Pause" 10 second recording length

Are these setting correct to for routing DID fax numbers to email addresses?

Customers continually complain that the fax numbers are not working. However 75% of the time we do receive faxes.

First, the EM server MUST be on the latest available service pack. As of today, the latest is SP 8F. You can check by going to the add/remove programs menu.

Second, the basic setup is correct. You may want to add an actual greeting to the CRA, like yer Day or Nite greeting instead of pauses. Inter-Tel tech support insists that you must have audio for fax CRA's to work properly, though I've never seen that actually fix anything.

Any better success MOTO? I have same/similar problem, current SP, identical settings. This seems to be a timing thing. Can some sending FAX machine not deal with the audio before the handshake?

Well I have gone round and round with this. As of right now I have it setup with the recording telling you to push start if you have a manual fax machine. I also had the phone company dedicate 12 T1 channels to the DID fax numbers. That seems to have fixed more then the recording. However we still get some complaints of failed faxes, but much less then before.