IP Office 500 and FaxFinder no longer routing faxes because of POTS Modem ID 2

[CorbinMyMan]

IP Office 500 along with FaxFinder 440. Users use to receive an email when a fax came to them with said fax. This was configured by setting Incoming Call Route for fax numbers (in IP Office) to route back to same number (example Incoming Number: 8887776666 Destination 7776666). This would send it (Via VMPRO) to a huntgroup (Name: FaxGroup Ext: 222) that contains our analog lines to the FaxFinder. A shortcode was setup that looked for the first 4 digits of the number (which are always the same for faxes, example 7776XXX) And Dial Extn 222DN (222 is the faxgroup).

This USE to send the last 3 digits of the fax number being called to the FaxFinder, which would match it up to an email address. Now for some reason (and I have no clue why) instead of sending the last 3 of the DID it hits the fax server as POTS Line1 (or 2, 3, 4 depending on which modem picks up), which is the modem ID. Well POTS Line1 is setup with an email for our administrator mailbox, so it fwds all faxes to the admin mailbox instead of the user.

Sorry if all this is enigmatic but I can't figure out why the faxfinder is using the modem ID instead of the DID it's suppose to be sent. I'll be happy to provide any other info needed.

 

[CorbinMyMan]

If it helps this is the log from an incoming call to a fax:

Call Details DELETED!                                                                                                               
                                                                                                                                    
Call Ref: 9524    Call length: 00:00:18                                                                                             
                                                                                                                                    
Originator                                                                                                                          
Current State: Connected             Time in State:     00:00:11                                                                    
Trunk: Line: 5  Slot: 2  Port: 1  Channel: 1                                                                                        
Incoming Caller ID: 777xxx0283                                                                                                      
Incoming DID: 425                                                                                                                   
                                                                                                                                    
Destination                                                                                                                         
Current State: Connected             Time in State:     00:00:11                                                                    
Currently at: Extn 205, faxport1                                                                                                    
                                                                                                                                    
Call target / Routing information                                                                                                   
Original Target: Shortcode Feature 8919XXX, DialExtn, System                                                                        
Call Recording: No                                                                                                                  
Redirected to Twin: No                                                                                                              
Routed across SCN trunk: No                                                                                                         
Retargeting Count: 0

The Incoming DID is the fax extension, it should be sent to the FaxFinder to match up with my email address.

 

[CamIAm]

We also use Faxfinder but route to folders, based on dialled extensions.
I don't know if this might help, but if you may recently have moved to new or different analog ports,
check that the analog port call dispaly type is set to DTMFF.

 

[CorbinMyMan]

Thanks for the info. I checked and the analog ports Caller Display Type is set to DTMFF. Nothing changed in that regard.

 

[CorbinMyMan]

Looks like I may be in the market for a new fax system.

Can anyone recommend anything that's comparable to FaxFinder with it's features?

Thanks!

 

[CorbinMyMan]

To summarize the problem (after getting some rest), the FaxFinder seems to be receiving the POTS Modem ID instead of the DID when routing incoming faxes.

 

[mforrence]

Are your fax calls routing via a phantom user? That is likely the issue - that IPO isn't sending what you want because of some other issue.