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Brooktrout

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JJacobs313

Technical User
Apr 26, 2013
185
US
This is a long shot, but.... A software vendor has required us to install a Brooktrout fax card. They configured this, as well as the fax server. This is the only place we use a fax server. Everything works fine, except that it fails to one location. We have looked at everything from the card, to the software, to tracing the calls with the phone carrier. They are telling me it is a problem with the fax taking different routes, so the handshake fails per faxing protocol.

Well I am hesitant to change anything on my end as it works for every other location, what I am curious about is, is there locations in the brooktrout configuration for setting fax protocols and sending caller name and number? I am running CM 6.0 and all my trunks are set up the same. We have no issues.

I also have discovered that before we even had this fax server, we have had issues with this particular location with a previous fax server in the past. I didn't put particulars, I am just wondering if anyone had any inkling of what would cause this issue. The call connects, but then fails after 18 seconds. We can manually fax to them no problem, so I don't feel there are any issues with the phone side of things, but this location is saying it is definitely not them, and the vendor says it is not in the configurations. They said this:

"Unfortunately the other locations device is either not receiving the Handshake or Training Signal or it does not like them and instead of sending CFR, it resends it Handshake again. Everything up to this point is all acceptable FAX Protocol.

The Fax is Failing because when the other locations Fax Device resends it's Handshake, the Handshake message that is received is different from the one that it sent the first time. T30 Fax protocol dictates that if a different DIS is received then the fax attempt is terminated. Thus the error message, "DIS has changed: new=CE old=EE",

What usually causes this issue is that the Fax Messages are taking different Routes to get from the other locations Fax Device to the SR140. The 2nd route that the Handshake from the other location takes, is turning off error correction in the DIS Message.

The Circuit/PSTN will need to looked at and the issue with the DIS Message being changed will need to be addressed."

IN CM there is fax protocol T.38 not T.30, but I don't see this as being the issue either, since faxing works at every other outbound location.

Thoughts?


"I am learning all the time. The tombstone will be my diploma." - Eartha Kitt
 
do a stare and compare from the working locations and compare that from the non working location, look at the network regions, codec's etc something must be different!

 
I have got side by side screen shots of everything. And as I said, it works to other locations, and they all take the same route pattern etc. Just not seeing how the programming could be affecting one location vs 30 others. But I am new to this.

"I am learning all the time. The tombstone will be my diploma." - Eartha Kitt
 
have you done a working trace from failed site versus the working site and see what is shows?

 
I traced one that failed and one that worked going out on the trunk group. Not sure why the one that fails seems to be skipping the "active trunk-group..." steps

Failed:
15:24:33 Calling Number & Name NO-CPNumber NO-CPName
15:24:34 Proceed trunk-group 20 member 18 cid 0x1e17
15:24:34 Alert trunk-group 20 member 18 cid 0x1e17
VOIP data from: [10.69.2.15]:2780
15:24:45 Jitter:0 0 0 0 0 0 0 0 0 0: Buff:11 WC:10 Avg:0
15:24:45 Pkloss:0 0 0 0 0 0 0 0 0 0: Oofo:0 WC:0 Avg:0

Successful (different number faxed to):
15:28:48 Calling Number & Name NO-CPNumber NO-CPName
15:28:48 Proceed trunk-group 20 member 23 cid 0x2070
15:28:48 Alert trunk-group 20 member 23 cid 0x2070
15:28:57 active trunk-group 20 member 23 cid 0x2070
15:28:59 Start Modem PassThru aux:none tone:Ansam (igc) uid:0x53f16
From voip: [10.55.161.5]:47332
15:28:59 Start Modem PassThru aux:none tone:none (igc) uid:0x53b01
From voip: [10.69.2.15]:3312
VOIP data from: [10.69.2.15]:3312

"I am learning all the time. The tombstone will be my diploma." - Eartha Kitt
 
So for that codec set, fax is set to t.38 Modem only gets the options of pass through, relay or off.

"I am learning all the time. The tombstone will be my diploma." - Eartha Kitt
 
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