Inbound FAX question ~~ re-direction

[beertap4u]

At present, we are using a Multitech FF120 fax server to send and receive faxes through our Phone system.

When someone sends a FAX to a DID in our company, the recipient's phone rings. Naturally, they pick up, hear the handshake tones, then hang up - awaiting the FAX re-dial. After a few rings, it is recognized as a FAX and eventually ends up as an email w/ attachment.
This is mildly annoying, but workable.

A few of our users, however, use call forwarding while traveling, and are unhappy with the current situation.

Is there a way for the Shortel system to "see" that it is, in fact, a FAX and re-direct it automatically - skipping the desktop ringing phase? This would help a ton.

In other posts, I've seen that some folks use DTMF tones to route faxes.
Others use DNIS. Is that what I need to look into?

As a newb "phone guy", I don't yet fully understand the structure of an incoming call, so detailed instructions would be great!

Our current setup is:
ShoreTel 7.5
Build 12.13.1310.0

[eazeaz]

Faxfinder

We give each user two phone numbers. One is a phone number, the other is their fax number. That way fax calls never come to their extension.

So you are you using one phone number for a users voice AND fax calls?

[beertap4u]

Each user has one number (DID).

It is possible to call our main number, then dial the person's extension # , to reach them, though.

Can this be done with only one number?

[eazeaz]

Did

If you only have one number it will get messy. Do you have the user configured for:

Fax Support: User Redirect?

i thought that User Redirect could be set so that the system would detect a fax and forward the call onto the fax server somehow (although I do think the person still had to answer the call). It would maybe cut out the step of them having to call back?

DID's are cheap, how about giving everyone a "Fax Number" and getting rid of the problem all together?

[beertap4u]

Typical settings for FAX user on Shoreware Director, Users, General page

Fax Support = "Fax Server"
Client Type = "Workgroup Agent"

These currently work. They just don't work as seamlessly as we want.

We are not budgeted for a few hundred more DIDs, so I'd be more than happy to try the "Messy" option.

Has anyone done a re-direct with DNIS ?

What type of re-direct/ client setting alternatives are working for people?

[eazeaz]

Did

We pay $10 per month per HUNDRED for DID numbers. Hardly worth inconveniencing your users. Maybe your CO charges much more or something though.

I still must be missing something. You have your users set up as fax servers?


sorry I couldnt help. I still think you should think about spending a few bucks and getting DID's. Short of that, I would *think* that user-redirect would be your best option.

Good luck



User - No Redirect (Extension is connected to a user; do not redirect inbound
fax calls)
Individual Users Chapter 9: Configuring Users
166
— User - Redirect (Extension is connected to a user; redirect inbound fax calls to
site fax redirect extension)
— Fax Server (Extension is connected to a fax server; do not redirect inbound fax
calls but pulse DTMF digits)
— Fax Machine (Extension is connected to a fax machine; do not redirect
inbound fax calls)

[gberkemeyer]

Maybe Auto Find Me?

I know that for fax redirect, the user must answer the phone, or the voicemail system must pick up before the fax tone is detected and the call is re-directed to the fax server.

I wonder if you had the users configure their phones for auto find me instead of just forwarding if that would allow the voicemail system to detect the fax. Auto-find me shoud should use the voicemail system to announce to the caller that it is trying to find the person.

Just a thought.

Gary

[beertap4u]

I know that for fax redirect, the user must answer the phone, or the voicemail system must pick up before the fax tone is detected and the call is re-directed to the fax server.

I wonder if you had the users configure their phones for auto find me instead of just forwarding if that would allow the voicemail system to detect the fax. Auto-find me shoud should use the voicemail system to announce to the caller that it is trying to find the person.

Just a thought.

Gary

So far, this works pretty darn well :thumbup1:

Not precisely what we are looking for -- but seems to work.

Good suggestion!

[dpovlick]

Single number for fax and voice

Can you explain in detail how you setup this auto find me and how it works. We have the same issue with an existing customer. Currently they have to answer the phone or wait for it to goto voicemail after three rings for the fax tone to be detected.

[gberkemeyer]

Can you explain in detail how you setup this auto find me and how it works. We have the same issue with an existing customer. Currently they have to answer the phone or wait for it to goto voicemail after three rings for the fax tone to be detected.

Auto find me only helps in this situation when the user is away from their office. It prevents the fax call from being delivered to their cell phone or other phone they are forwarding to.

Unfortunately, if they are in the office, they must either answer the phone or let voicemail pick it up. Or if they somehow knew it was a fax, they could transfer it manually without ever answering it.