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  • Shoretel to Faxfinder losing DTMF digits

    We put a Faxfinder into our network a few weeks ago and set it up on Shoretel as a Fax server. Users have DIDs separate from their regular desk numbers, so when a fax comes in it redirects to the faxfinder extension. The problem is, somewhere between the Shoretel switch and the Faxfinder, it's losing the DTMF digits. Calls that should come to a 3123 DID show up as "312" or "32" or even just "3" as the destination on the faxfinder and thus aren't getting routed correctly.

    Is there something I can check on the Shoretel system about how it's sending the call to the faxfinder... lengthen the DTMF tones or something? Alternately, is there something in the Faxfinder that can be changed to make it play more nicely with our Shoretel system?

    We're running Shoretel 7 still, and the faxfinder is wired into a Shoretel 60.

  • #2
    We are running 7.5 along with a 4 port faxfinder and it works well as long as you get a few things set right. If it is missing the first DTMF tones you can set the Delay before sending DTMF to Fax Server in the Call Control Options. How are you getting the calls to the fax server? We use Route points and depending on how they are built they work differently for internal calls than they do for external calls. The log file will show what DTMF digits it received.

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    • #3
      I used the DNIS map under the trunk group to assign the incoming numbers to the Fax Server's extension. And the odd thing is, it's not losing the first DTMF tone.... but those from the end or even middle of the extension. One that has been a real problem today is DID 3123 being seen as either 32 or 312.

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      • #4
        On the users that is built as the fax machine ports, make sure that in fax support you have it set to fax server. That will help some. Also, check in the site setting you codec settings for fax and modem calls, set this for low bandwidth (if you have that setting in 7.5)

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        • #5
          Yes, the faxfinder's user is set as "Fax server". The only options I have for codec for faxes are "128Kbps (Linear)" and "64Kbps (G.711)". It had been set on 64Kbps, but I tried bumping it up to 128Kbps yesterday before I left to see if that would change things at all.

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          • #6
            are the DTMF tones sent inband or out of band, i am playing around with seting up a fax server and cannot seem to get any information sent to the fax server for routing.

            I can capture the fax traffic using wireshark but I do not see any out of band dtmf, the documentation says that is is in band however I woud then think I would be able to hear them if i reply the RTP stream. Instead i just hear fax tone straight away.

            How do you know what DTMF tones are being sent?

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            • #7
              Check your DTMF delay. set it for 3600 under call options. Gotta give it time to send the info before the fax starts

              Originally posted by srduck View Post
              We put a Faxfinder into our network a few weeks ago and set it up on Shoretel as a Fax server. Users have DIDs separate from their regular desk numbers, so when a fax comes in it redirects to the faxfinder extension. The problem is, somewhere between the Shoretel switch and the Faxfinder, it's losing the DTMF digits. Calls that should come to a 3123 DID show up as "312" or "32" or even just "3" as the destination on the faxfinder and thus aren't getting routed correctly.

              Is there something I can check on the Shoretel system about how it's sending the call to the faxfinder... lengthen the DTMF tones or something? Alternately, is there something in the Faxfinder that can be changed to make it play more nicely with our Shoretel system?

              We're running Shoretel 7 still, and the faxfinder is wired into a Shoretel 60.

              Comment

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