No fax redirect when call goes to voicemail

[dnelson4416]

We have been using a Multitech single line modem with GFI faxmaker for over a year. We have had few problems receiving faxes until recently. If a user answers the fax call and waits for the system to redirect the fax comes through just fine. If the user lets the call go to voicemail, the SWITCH does NOT redirect at all. We have a stand alone fax machine as well as a the fax server so I have been able to test this internally. Both devices are on separate analog extensions on an SG60 switch. We recently upgraded to ST 9.2 from 8.1 but I believe the problem existed before the upgrade.

I can see the port on the switch when the fax machine dials out to a DID user. If the user answers, the analog port for the fax server becomes active. If the user lets the call go to VM the fax server port does nothing.

Any thoughts?

Thanks,

Dave

[dnelson4416]

More Info...

I rolled our system back to ST 8.1 and still have the same problem. I did connect a butt set on the fax extension so I could hear what was happening. The call goes to VM and instead of detecting the fax tone, the system disconnects half way through the VM greeting. So ShoreTel hears the fax tone during the VM greeting but disconnects instead of redirecting the call.

Thanks,

Dave

[BEmerick]

I am curious to know if you ever found the solution to this...as I am having the same issue right now. Thanks!

[dnelson4416]

I finally called TAC and they logged into our server remotely. Our ST server is on the domain, he said the server must be removed from all group policies, which it was. The only changes he made was to the codec list. We made a new intersite and intra site list. Intra site is PCMU/8000 and G729/8000 in that order top down. The intrasite is G729/8000 and PCMU/8000 in that order. We applied these lists to our site. He also opened a command prompt and re-registered the TMS. We rebooted the server and all was fixed.

Hope this helps everyone.

[Miersk]

I highly doubt the codec change would have done anything. I will say if you install while on a domain, it can cause tms.exe to not be registered properly. If this was the case, I can see how re registering tms could have fixed it.

[Gnakas]

We are currently having this problem. How do you -re-register TMS?