DTMF Codes with Faxing

[francismcphail]

Not sure if this should be in the installers or Admins forum..

I have a fax number 8696 setup and we use ActFax (Active Fax www.actfax.com) to answer the calls. We have also a route point setup for another fax number 8697 to route the incoming call to 8696 thus two fax numbers one fax line.

Active Fax support DTMF routing of faxes based upon the number the fax was sent to. I am however not able to get this up and running as the DTMF codes don't appear to be being passed through with the connection. Just wondering if there are any known switches that I need to activate inside of the Shoretel system to get this working.

Francis.

[BIGDOG3c]

I would first make sure the station you have going to the fax server is marked under fax redirect as a fax server. It will not send the digits down the analog port unless it is set that way.

Not sure what digits you will see using a route point. I usually set the fax up using the DNIS under the trunk group. This will bring in the digits to the fax server that the telco sends down to you. So if you are receiving 7 digit dnis from telco, then you should set you fax up to look for the full 7 for this number.

[francismcphail]

I would first make sure the station you have going to the fax server is marked under fax redirect as a fax server. It will not send the digits down the analog port unless it is set that way.

Yes this has been done.

Not sure what digits you will see using a route point. I usually set the fax up using the DNIS under the trunk group. This will bring in the digits to the fax server that the telco sends down to you. So if you are receiving 7 digit dnis from telco, then you should set you fax up to look for the full 7 for this number.

Mmmm I have it set as a route point at the momoment will change it to DNIS and see how things go. Strange thing is if I send a fax to the main line which is setup as a user in the ShoreTel system even then there is not DTMF info passed onto the fax system.

I am however replacing the PSTN modem with a US Robotics modem just waiting on it to arrive from our other office. DTMF routing with Active fax is dead simple and setup on Avaya is a walk in the park just not sure why it's a no go here.

Francis.

[Jason Learmouth]

I This will bring in the digits to the fax server that the telco sends down to you. So if you are receiving 7 digit dnis from telco, then you should set you fax up to look for the full 7 for this number.

I have found that it actually sends <extension length> digits, not DNIS length.

If you plug an analogue phone into the extension port and answer a fax call can you hear the DTMF? I've also had to play with the delay before sending digits parameter in ShoreTel to get it working with various fax servers.

[BIGDOG3c]

I have found that it actually sends <extension length> digits, not DNIS length.

If you plug an analogue phone into the extension port and answer a fax call can you hear the DTMF? I've also had to play with the delay before sending digits parameter in ShoreTel to get it working with various fax servers.

Double check the way you are routing. If you set DNIS digits direct to the fax server extension, not DID, This will bring in the digits sent to you from the telco. This is theh best way to have several numbers ring into a 2 port fax server and know which number they were dialing and which box they are to be sent to with out creating virtual station numbers or route points.

[francismcphail]

Just to add an update to this.

We’ve had some strangeness with our ShoreTel system in recent past. Had a lot of things not working correctly, and coincidence or not about 15 minutes before our support people called us to conduct a phone conference to work through resolving these issues allot of the non working functionality magically start to work.

Now I'm not 100% sure it was not just a glitch in the ShoreTel system, which just sorted itself out at that time but it did make me wonder.
However DTMF is now working. I have a fax user setup, and set as a ‘fax server’, I then just DNIS the other fax numbers to this main one, and the full 8 digit DTMF codes are passed.
If I have a call to my extension, the system will steal the call if it’s a fax call but it then only passes the internal extension as the DTMF and not the full 8 digits.

I had to purchase a new modem in the end as well. Purchase an external DLink DFM-562E for about $88 AUD. This modem support the Fax Class 8 setting (AT&FCLASS=?) for passing of voice codes.