This section contains information about commonly encountered system
problems and suggests how to fix them. The topics covered in this section
are listed below and can be found in the FAX
Messaging Problems and Suggestions table.
Table: FAX Messaging Problems
and Suggestions
|
Problem
|
Possible Cause
|
Suggested Remedy
|
| Subscribers
have trouble sending or printing a fax. |
Check the condition of the fax machine for power, jammed paper,
or line errors. If the machine is not operational, request the
use of another fax machine and attempt the test again.
If the procedure was initiated from the telephone, verify that
the correct fax telephone number was entered.
The system may use up to twice the message size when storing
a message in a user's mailbox. If the user's mailbox is already
near full (more than 50% consumed) then the user may need more
mailbox space in order to send/print the fax message. The system
administrator has two choices here:
- Increase the user's mailbox size (by changing to a different
COS with more mailbox space).
- Tell the user to delete some messages from their mailbox and
try again (the amount of storage the user has available might
be the cause of the problem).
|
Check your administration criteria for a subscriber. Use the
change subscriber name or ch su name
command (where name is the subscribers name) and go to
page 2 of the Change Subscriber screen. See Administering
Subscribers for FAX Messaging to:
- Verify that the
Fax Creation?
parameter is set to y (yes).
- Verify that the
Voice Mail Message
(seconds), Maximum Length is set to the default of
1200 seconds.
- Verify that the
Call Answer Message
(seconds), Maximum Length is set to the default of 120
seconds.
- Verify that the
Mailbox Size
(seconds), Maximum: is set to the default of 8400
seconds.
If all of your administration was correct, and
problems persist, contact your remote support center.
|
|
Subscribers complain that old messages disappear
from their mailboxes too quickly.
|
The retention time could be configured too
low.
|
Administer the Retention Time set for the
subscriber (on page 2 of the subscriber Class
of Service Screen). If the retention time cannot be increased (because,
for example, there is not sufficient space) suggest that the subscriber
download the voice messages to his or her hard drive by using Message
Manager or an email application that is integrated with AUDIX, if available. |
|
A subscriber complains that when he or she attempts
to set up a default fax machine, the voice prompt replies "Invalid entry."
|
Check your allowed/denied fax dial strings
as described in Listing Fax
Dial Strings. |
Provide a fact sheet for new subscribers that details
basic subscriber functions, such as logging in for the first time, changing
passwords, recording greetings, setting a default fax machine, and creating
mailing lists.
|
|
Subscribers ask what to do if they hear a fax tone
when answering their phone.
|
The fax must be transferred directly to the
subscriber's AUDIX mailbox.
|
Specific fax transfer functions are listed below:
- For an Avaya INTUITY
server, follow the procedure for Transfer.
- For a user on a
DEFINITY ECS/G3 switch, use the Transfer into AUDIX feature
access code programmed into the Definity switch.
- For a MERLIN LEGEND
user, ensure that Automated Attendant is enabled and then have
the user follow the procedure for Transfer.
|
|
Subscribers experience difficulties when they
are downloading a fax to a fax-ready PC or a modem-equipped laptop.
|
The advanced features of commercial fax software
vary slightly. Have subscribers check the user guide for their particular
software.
|
- Before attempting
to download a fax, ensure that subscribers connect their telephone
to the modem's telephone line jack/connector. If an external
modem is being used on the PC/laptop, then ensure that the cable
is connected to the serial or USB port on the PC and that the
PC can receive fax calls from another fax machine.
- Ensure that
subscribers have the following options set on their fax/modem
software:
- Enable Auto Answer
with a minimum number of rings (0 or 1).
- Select Manual
Receive from the fax software.
- Use the
fax/modem software procedure for printing a fax.
|
|
Subscribers are notified of undeliverable faxes.
|
Failure notification can be the result of sending
a fax to:
- An invalid number
(not a fax endpoint)
- A remote system that
is fax-capable but to which the subscriber is not enabled to
send faxes
- A restricted extension
range (on the switch or in INTUITY AUDIX)
- A remote system that
is not fax enabled
- A remote recipient
who is not fax enabled, although his or her system is fax enabled
- A local recipient
who is not fax enabled
- A fax machine that
times out before receiving the fax
|
- Check with
the recipient to ensure the fax print destination machine is
in working order.
- Resend the
fax for only Undeliverable message types. Be sure to
verify that the phone number/addressee does exist, and is answering
calls as a fax machine.
- For an invalid fax endpoint, help the
subscriber locate an administered fax print destination machine
near the recipient, if available.
|
