FAX problem with MerlinMail R3 auto attendant

[jukeman1]

I have a legend R7 w/ a 4 port Merlin Mail R3 (the one that hangs on the wall). All is well with the voicemail, including the auto attendant answering the phone; HOWEVER, when a fax call comes in, the auto attendant transfers the call to the fax extension (44),as expected. The fax machine answers and sends out the fax tones; the issue is that the auto attendant never releases the call to the fax extension; The call is simply disconnected. It's as if the auto attendant wants to do a supervised transfer to the fax extension? Is there a way to control the class of service or the transfer type for the auto attendant? EVERYTHING else, including all call routing, remote voice mail access and other funcitons of the auto attendant and voicemail all work as designed and expected. Any ideas are appreicated.

 

[merlinman]

Does the Auto Attendant know that it is a FAX EXTENSION?

Is the extension defined as a FAX EXTENSION in the Switch?

Do you have RELIABLE DISCONNECT?

 

[jukeman1]

Merlinman, Yes to all three. Thanks for the reply

 

[merlinman]

This could be an issue of the FAX not answering fast enough.

That would mean the FAX on the other end just gives up and disconnects.

Have you monitored a FAX call to see if that is what's happening?

 

[jukeman1]

Yes, the fax is answering on the first ring. At the sending end, I hear the fax answering and the fax tones. While monitoring on the Merlin Legend/merlin mail end, I see that the merlin mail port never releases the call to the fax when it answers. Both the merlin mail port and the incoming phone line both disconnect at the same time. This is puzzling.. Thanks for the assistance.

 

[jinxs]

Take a test set or a single line phone, unplug the first port from the VM. Call in to your fax line, or line disignated for the fax. Answer the phone, like the VM would, perform a switch hook flash and try to transfer to the fax manualy. If it works, then it's a VM issue, if notm then it's a legend or fax machine issue. I can't remember now, but I thought they had the transfer restrictions in the Merlin mail on the R3. See if they were there, I believe it was option 7 or 8 under system admin.

 

[jukeman1]

Thank you! I will try it. I'm starting to believe that it's a fax machine issue. I appreciate your recommendation for testing.