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  • Fax Server nightmare

    Our company has a fax server two port that is setup as 2 analog extensions. The ShoreTel system sends a 10 digit DTMF to the server at the beginning of the call so the server can route the fax to the right party. After upgrade to 12.15.6700.0 to resolve another issue this has started happening. Any ideas?

  • #2
    what has started happening again?

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    • #3
      Yeah what he said.

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      • #4
        Originally posted by travisbconley View Post
        what has started happening again?
        I'm gonna guess the "nightmare" started. But yes, I better explanation is needed.

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        • #5
          This is what happens when youíre too busy to re read what you send out. The ShoreTel system or the fax server is interpreting the DTMF wrong. So if a fax was sent to 999-555-1212 the ShoreTel system would send the 10 digit DTMF at the start of the call to the fax server to read before receiving the fax. When the fax server answers but the fax server may see it as 999-555-2357 and send the fax to user that has that number assigned. The issue started shortly after the upgrade to the 7.5 version before mentioned.

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          • #6
            Originally posted by nikroft View Post
            This is what happens when you’re too busy to re read what you send out. The ShoreTel system or the fax server is interpreting the DTMF wrong. So if a fax was sent to 999-555-1212 the ShoreTel system would send the 10 digit DTMF at the start of the call to the fax server to read before receiving the fax. When the fax server answers but the fax server may see it as 999-555-2357 and send the fax to user that has that number assigned. The issue started shortly after the upgrade to the 7.5 version before mentioned.
            I've seen timing issues, where the ST system and the Fax server do not sync correctly, and some of the digits are missing, but I've never seen it change the number. Interesting.

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            • #7
              what kind of Fax server?

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              • #8
                What kind of fax board?

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                • #9
                  Faxfinder FF200

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                  • #10
                    FaxFinder

                    I didnt even know you could use DTMF tones to route faxes???

                    We use DID numbers, separate number for phone and fax, the faxfinder just looks at the DID digits that were passed from the Telco.

                    you are not using DNIS mappings to send calls to the fax server?

                    Our faxfinder has been a damn dream. Best part of the whole system.

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                    • #11
                      I don't know of any issues with the FaxFinder, there have been issues with the levels of the DTMF digits too low with another fax vendor, resulting in the fax server unable to detect all the digits and routes the faxes to the general mailbox.

                      If the Fax server is reporting missing digits then you should contact ShoreTel Support to assist in increasing the DTMF output levels and have them record the actual digits sent by ShoreTel to verify all the digits are sent. If they are unsure what to do, have them contact me.


                      Does your Fax server report the actual digits received? Are they close to what is expected? Is the lenght correct?
                      Remember, ShoreTel will only send the digits received by the carrier , so the "number of digits from CO" on your Trunk-group should match to the same lenght for the user's in the fax finder.

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                      • #12
                        Fax Server FF200

                        Take a look at the fax log tab in the ff200 it will show what digits its receiving from the Shoretel.

                        I had to boost the TX gain on the shoregear T1 to correct this in some cases but dont boost past 4.0 also if the system is version 6 or 6.5 shoretel has a patch you will need.

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                        • #13
                          Try changing the modem init to AT+FS1=32;+FS2=5 , we had problems after upgrade.

                          If the problem is with faxes not being recieved at all we fixed it by setting the system with all the options for SIP stations.

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                          • #14
                            We are using DNIS for fax routing. The tones are sent at the beginning of an incoming fax to the fax server. I listened to it with an analog phone. I am working on a DTMF decoder to see of the issue is ShoreTel or the fax server. At the moment things seem to be working better with a total reboot ShoreTel and fax server and exchange servers. Typically you see the 10 digit number and the name that the fax was routed to. Occasionally a digit will be missed by the server maybe twice in a month. Some of the numbers reported lately donít belong to my company. I placed a test call in it went to the correct party. We will see how it goes. Thank you for your help if you have any more ideas please let me know.

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