FAX Routing Problem 2

[tdaugirdas]

System is a Legend running Magix 4.0 software. 3 lines total - one shared for a FAX machine. FAX on 016 T/R port, programmed in system as FAX extension. FAX extention has 1 line button and SA ring. Autoline preference set to pick line - which is published FAX number.
PROBLEM: When FAX line is called from any outside phone - you immediately get a FAX tone - even if caller is a regular phone - and call goes to FAX machine.

At night - FAX call goes to AA1 in voicemail (which I would like to bypass) - which answers and after about 10 seconds says "transfering call", it then rings on operator console and FAX extension - but the FAX never picks up.

The FAX extension is programmed in VM AA1.

Night Service includes the FAX extension in the "Exclusion List". Is this part of the problem?

Any advice would be appreciated!

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[TouchToneTommy]

Is the line button on the fax machine set for Immediate ring? If so, set it to delayed or no ring. During the day, if line 3 rings by itself, on delayed ring, let the fax answer. If 1 & 2 are in use, it could be a voice call rolling over. Answer before the delayed ring does, and transfer if it is indeed a fax.

If you set it up as a fax extension in Messaging, it should go if the caller is sending CNG tone, otherwise it will follow the dial 0/timeout.

 

[tdaugirdas]

Hi TTT! Thanks for the response. So, I guess it is not abnormal if someone calls during the day on the fax line for it to go immediately go to the fax machine - whether the call is from a fax or not? I thought the system was supposed to first answer, hear the CNG tone and only then route to the FAX exyension. I will have to see if the line is set to "immediate ring" - I guess it should be "no ring" - so that it hits the operator console first - and the system has time to route it to the FAX if it is a FAX call or let it keep ringing if it is a voice call. Calls ring at the operator for 4 rings - then route to AA1 - for re-routing.

I did try calling the FAX line when night service is on with another FAX, the AA answers and gets routed somewhere - but never hits the FAX machine. I put the FAX extension in the night service exclusion list - hoping to avoid the voice mail picking up the call - and it going straight to the FAX machine - but the call still goes to AA1 - is there a way to avoid this??

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[merlinman]

If I am understanding this right, you have the Fax Machine and the AA answering the line at the same time.

I think the FAX Machine needs to NOT have an appearance of the line (or at least one that does not ring).

The line should then just get answered by the AA, and then let the AA decide if it hears FAX TONE or not.

If not, it will go to AA and if it does, it will route to the Fax.

That's how I would do it....

 

[tdaugirdas]

I will change the line on the fax extension to "no ring" - and see what happens and report back.

During the day - a FAX call should then ring at the operator console first - be recognized as CNG tone and routed by the system to the fax extension (I hope). A Voice call should keep ringing at the operator console and, if not picked up, route to AA1.

However, I still have no clue what will happen when Night Service is "on".

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[merlinman]

If AA answers it, and knows the fax extension, it should rput it right away.

I was unaware they were answering live during the day.

You could try setting the fax to a delay ring on that line for use during the day.

 

[tdaugirdas]

MM - if I set it for a "delay ring" or "no ring" during the day - what happens at night when "Night Service" kicks in?

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[merlinman]

OK, I have developed a better solution for you application.

During the day, direct the FAX TELEPHONE NUMBER to the DAY AUTO ATTENDANT.

Make sure the Day Auto attendant knows that the Fax Extension IS A FAX EXTENSION.

Also, set the DIAL ZERO TIME OUT to go to the Main Operator or some group of extensions that ring.

Have the DAY AUTO ATTENDANT be something generic, like:

"Thank you for calling XYZ Company, all agents are busy, please hold for the next available agent....."

So, now if you REALLY GET FAX CNG TONE, it will route to the Fax machine.

IF NOT, it will go to the OPERATOR (Or where ever else you route the DIAL ZERO TIME OUT).

 

[tdaugirdas]

Thanks TTT and merlinman - I set the FAX extension to "no ring" and it seems to have solved all of my problems.

Tom Daugirdas,
President
STCG, Inc.
stcg.com