FaxFinder 200 not working correctly after upgrade to 4.2 1

[MLMT]

We had our FaxFinder FF200 working flawlessly on IP Office 3.1 but after an upgrade to 4.2 the system will still deliver faxes to the general mailbox and not to the users' mailboxes.

Each user has a fax DID that would unconditionally transfer to a virtual 3-digit extension. That virtual extension would transfer to a 3-digit hunt group that routed to one of our two analog 3-digit extensions connected to the FaxFinder. The FaxFinder phonebook had each user setup with their 3-digit extension and an email address. Anytime a fax was sent to that DID, the user would receive the .TIF in their email

What changed from 3.1 to 4.2 that would cause this to stop working? Are virtual extensions no longer allowed? Are DTMF tones not passed the same way? If anyone has any experience with getting a FaxFinder 200 working with IP Office 4.2 I'd appreciate some help.

 

[kholladay]

Are you using DTMFB or DTMFF?

Kyle Holladay
ACA-I, ACA Call Center, ACS-I, ACS-M, TIA-CTP, MCP/MCTS Exchange 2007
ACE Implement: IP Office

"Thinking is the hardest work there is, which is the probable reason why so few engage in it." - Henry Ford

 

[MLMT]

After the upgrade and after reading a few posts here, we've tried both DTMFB and DTMFF on both of the analog extensions connected to the FaxFinder. "Max DTMF Tones" is also set to 3 in the FF config.

 

[kholladay]

So to verify, it should be setup as follows:

Extension for the FF ports are DTMFF

Incoming Call route goes to a phantom user that is unconditionally forwarded to a hunt group.

Hunt group contains the 2 users/extensions for your FF modem ports and are setup as sequential or rotary.

When you look at the fax log what do you see?

Kyle Holladay
ACA-I, ACA Call Center, ACS-I, ACS-M, TIA-CTP, MCP/MCTS Exchange 2007
ACE Implement: IP Office

"Thinking is the hardest work there is, which is the probable reason why so few engage in it." - Henry Ford

 

[Telecomboy]

In vmpro, there is a spot to add fax extension, during an upgrade this can get erased. Put the extension of the hunt group for the fax finder in there.

 

[Telecomboy]

Actually, it sounds like the faxes aer going through just not to the proper extension. i've used this alternative for programming before on a brook trout, but it's kind of a hassle as you need a short-code for every fax extension:

incoming call route: 555-555-1212
Destination: 71212 (the "7" can be whatever)

then short code:
SC: 71212
Tel: 250D1212 (250 being the hunt group #, 1212 being the fax extension)
feat: Dial extn

You might try setting one up this way and see if it works.

 

[kholladay]

I've done that as well Telecomboy. You don't actually need a short code for every DID though. Try this:

Incoming Call Route: 5555551212
Destination: 71212 (using your example)

Short Code: 7XXXX
Tel Number: 250DN
Feature: DialExtn

Kyle Holladay
ACA-I, ACA Call Center, ACS-I, ACS-M, TIA-CTP, MCP/MCTS Exchange 2007
ACE Implement: IP Office

"Thinking is the hardest work there is, which is the probable reason why so few engage in it." - Henry Ford

 

[MLMT]

Thanks to all who responded. Somehow we had inadvertently switched the VM on for the two analog extensions (or this was defaulted to on during the upgrade). Either way, it's working now!

I do like the idea of consolidating the short codes into though. This will work since the DID fax numbers are sequential.

 

[Westi]

For the suggestion of the shortcode you should have a star Kyle, seems you need a few to catch up to Andrew in the MVP list

Joe W.

FHandw., ACS

If you can't be good, be good at it!