FaxMaker has several types of fax routing available for use. Having the correct information to route the fax is crucial to delivering the faxes to the correct location without issue. Verifying the routing configuration can ensure all requirements are met to have the faxes routed to the correct recipient. This would also include when all faxes are not saved in the correct folder or not saved at all. This article will provide the next steps to take when routing inbound faxes is not working.
Troubleshooting inbound routing will vary greatly depending on the type of routing being used. Fax routing uses something unique about the fax information to route the calls appropriately.
MSN or DTMF/DID
For MSN, DID or DTMF use information that comes from the phone system which is captured by FaxMaker and used to route the faxes to the appropriate user. Verifying the proper DID or MSN information or DTMF tones are coming from the phone system when using these routing types is the best first step as many of the tickets received for this issue are due to the phone system not providing the right information. Please check the articles below for additional information
Verify your routing configuration using the Configuring DID/DTMF Routing article.
If using a Brooktrout fax device, verify the Brooktrout device is passing the correct information to FaxMaker using the Faxes not Routing Properly When Using a Brooktrout Fax Device article.
Line routing routes it to the location provided in the routing rule, depending on the line number in FaxMaker on which it was received. This seems simple, but the issue arises when the phone system in place uses a round-robin type of delivery system to the FaxMaker server. Therefore the fax numbers are not assigned to a specific line in FaxMaker and the faxes are routed correctly, by FaxMaker line, but not by fax number. Line routing was created more for a 1 to 1 relationship to fax line and FaxMaker line number. This is usually done via a fax device, like a modem connected directly to a provider's fax number.
CSID routing uses the CSI value from the fax information provided by the sender. This is good if you know a certain sender has and uses a specific and you want the faxes routed to a specific user. You need the actual CSID from the sender which is not always the fax number and not all fax senders use a CSID.
If the above general steps did not assist with your issue please open a ticket with GFI Support. Once open please upload the FaxMaker logging. If you have already opened a ticket please upload the FaxMaker logging which will have the logging available when the support agent is able to review the ticket.