SX-200 AX>Fax Machine & 911 ARS route sharing a CO line

[jabbo99]

All,

I've a property that has a CO line. That CO lines is being used for the fax machine. While cutting over the sites T-1 to the 200, I learned that the carrier would not allow 911 calls over it. The GM approved routing emergency calls over the CO line and tells me he's going to order a dedicated CO for emergency calls(I got it in writing. However, it's been several weeks and no dedicated CO line). I set it up and discovered that inbound calls to the fax machine alerted the console as if it were a 911 alert from a guest dialing 911. The solution was for the front desk attendant to answer the call and if they heard fax tones, hang up with the hope that the sender would re send the fax. The attendant would hear the 911 alert on the console and let it ring until the fax machine answered the call. They had to program the fax machine a certain way to answer the calls.

I've not received any complaints about this setup until today. The GM informs me that when someone calls the fax line, the console rings and rings but the fax machine does not answer. I tested by calling the fax number and sure enough, ring no answer unless the front desk attendant answers it. I asked her to pick up the fax machines handset to see if she got dial tone. She says it does not get dial tone. I believe it's the fax machine and take my case to the GM. He then tells me that he swapped out the fax machine with a known working fax machine and did not get dial tone on the second fax.

This was the first time I was told they had a second fax machine so I asked for the number of it. I was told that the second fax machine is a back up for the first one and that the properties only fax number is being split out for both machines. I'm now thinking that its CPE related.

I know the CO line is working because it can receive calls and the console can answer it. The fax machine won't answer it.
The system is alerting the console regarding an emergency call
I busied out and released the port of the fax number. Then just to be certain, I restarted the SX200 via remote access. However, the fax machine(s) will still not answer.

I still believe the issue to be CPE related. Does anyone have any other ideas about what could be causing this problem?

Thanks

 

[idahomitel]

I would take the line completely out of the incoming hunt group, tie it to the fax, and route your 911 over it. You can test it first by bypassing the PBX and going straight to the fax machine.

 

[kwbMitel]

@crich01 - It is hard for me to imagine your scenario as it simply shouldn't work that way.

Would I be correct to assume that you've split the line between the Fax and the phone system?

If so, you should terminate the call on the phone system to something that will not answer the call or return busy signal to allow the fax to answer the call.

**********************************************
What's most important is that you realise ... There is no spoon.

 

[jabbo99]

idahomitel, I had my tech do that and the problem is the CO line. The local service provider has been notified and was dispatched to fix the line.

kwbmitel, you're correct. I thouroughly explained this scenario to the GM and getting his approval before setting this up. He did approve it. Now, he's ordered a new CO line that will be dedicated to emergency calls being delivered on Monday.

As always, I'd like to thank everyone for their input.