Can't fax to eFax/MetroFax from Xerox WorkCentre 4118 2

[chippowell]

We are having a strange problem where just one model of fax machine - Xerox WorkCentre 4118 - can't send faxes to eFax or MetroFax numbers (it's the same company), at least in our area code, 916. Have isolated issue to the Xerox 4118. Four different 4118's consistantly exhibit the problem: dial the eFax number, it hears the sync tone, then the call disconnects on the far end. Have tested multiple 4118's in three different buildings in town. Different PBX's (Siemens and Nortel), on and off C.O. lines, on and off PRI's, same problem. The 4118 can receive faxes from anywhere, and can send faxes to NON-eFax/MetroFax numbers with no problem. Other fax machines (Brother, Canon, Ricoh) calling from the same lines have no issues. Have not tested other Xerox models.

We haven't made our way through the highest tiers of Xerox and eFax support yet, but of course the first responses are: "It's not on us."

Since eFax is a cloud/IP based service, they'll be using media gateways on their end to transmit to/from the PSTN. I suspect it's on them, and something about this Xerox model isn't playing nice. Have tried all config settings on the fax machine, of course. Not much to mess with there.

Could it be the local C.O.? (AT&T). The C.O. is another common denominator. I can just hear them though. "Just one model? Can't call some goofy internet fax service? Next!"

Any ideas?

 

[meyer1y2k]

Does the machine have an International mode? Might be interesting to try that.
If you can disable Error Correction or Compression that might be worth a try too.

Mike

 

[chippowell]

Thank you for the feedback, Mike. No settings for international or compression. Error correction has been toggled on and off with no change.

 

[donb01]

Just for giggles, when you enter the fax number you wish to dial place four commas (or pauses) AFTER your fax number and see if it makes any difference.

I am saying this not to jest, but I have RightFax and there are some fax machines out there that either answer with silence and wait for the calling fax to say something first, or answer with some kind of stupid beep tone it doesn't expect and causes it to abort the call. There are a few fax machines out there I cannot fax to regardless of what I do, but 4 or 5 commas works for quite a few of the problem ones.

 

[chippowell]

Thank you Don, didn't work. I can't enter a comma, but there is a PAUSE button that looks like adds a dash at the end of the number, and seems to add 3-4 seconds per dash. Tried one through six dashes. No dice. I appreciate the suggestion though.