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Faxes not Routing Properly When Using a Brooktrout Fax Device

Author: Stephen White Updated

Overview

 

This article provides steps to take to resolve issues with fax routing when using a Brooktrout card.  This could happen after a new installation or migration and routing is set up correctly in the FaxMaker Configuration.

 

 

Environment

Any FaxMaker installation using a Brooktrout device and DTMF/DID routing.

 

 

Solution

First, verify you are receiving DTMF/DID digits:

The solution below will be for systems using a Brooktrout card.  The issue is the Brooktrout card is not passing the DID digits to FaxMaker to use as routing information.  To show this we will have to verify the digits are not coming to FaxMaker.  

Complete the Logging the Captured DTMF/DID Digits with FaxMaker article on the FaxMaker server.  

Once Complete, as the article mentions, review the rcvlog.fmlogger.txt located in C:\Program Files (x86)\GFI\FaxMaker\logs by default.  The column DTMF/DID will display the digits being passed from the fax device (Brooktrout device in this scenario).  If this field is blank, no information is being received from the Brooktrout card and the steps in the solution below should be implemented.  

 

The log excerpt below shows the new column DTMF/DID.  The first 4 entries which are highlighted " " are blank which would represent when no digits are received from the fax device.  The final entry shows 1234 as the digits received from the fax device.  

 

dmtfdidlogging.png

 

Verify the DTMF/DID settings in the Brooktrout Configuration

Brooktrout boards have settings for DID information that is received from the PBX or call manager.  These have to be set with the correct number of digits in order for that information to be passed to FaxMaker for fax routing.  

 

Note: When the services are stopped, no faxes will be sent or received until the services are restarted.  

 

Please follow the steps below:

  1. If you are using a physical Brooktrout board, right-click the Start button and select Run

  2. Type services.msc and select OK

  3. When the MMC comes up, find the Brooktrout Boston Host Service > right-click it and select stop

  4. This will also stop the FaxMaker Fax Server service and it will need to be restarted after the Brooktrout Boston Host Sevice is restarted from applying the configuration in step 
  5. Now that the services are stopped, from Programs > right-click the Brooktrout Configuration Tool > select Run as Administrator.  When the tool comes up you will see one of three options:

  6. If the Brooktrout Configuration Wizard appears, select the button on the bottom left that says advanced mode and then select yes.  

    btadvancedmode.png

  7. If the Brooktrout Configuration Tool - Advanced Mode comes up, but there is a box "Preferences" that comes up as well, select OK on the preferences box

    btpreferences.png

  8. Finally, if the Brooktrout Configuration Tool - Advanced Mode comes up, then you are ready for the next steps.  

  9. On the left side, under Call Control Modules, there well be Module ox2.  Perhaps a different number depending on the module selector switch position on the board itself.  It will also have the model number of the Brooktrout board next to it.  Select this.  If there is more than one, repeat the steps below with each board.  

  10. Select the Port A tab in the right pane

    btmaxdid.png

  11. The Max DID Digits field specifies the number of digits to expect before accepting an
    incoming call.  The range for this value is 0 - 255.  The easiest way to set this is to select the slider and use the right or left arrow keys to set the correct number.  

  12. Note: The system can report all of the DID digits it received from the network to the application even if the number of received DID digits exceeds the number specified for max_did_digits. To remove
    the excess digits, set the did_offset parameter so that the system only passes the expected number of digits to the FaxMaker.

  13. If the Max DID Digits and the DID Offset are the same, then the DID Offset can be left at 0

  14. Some cards will only have a DID Offset field as they are analog devices and are not receiving DID digits, but DTMF tones, as shown below.  The DID Offset will be the field to put the number of digits to pass to FaxMaker.  

    btanalogdidoffsetcopy.png

  15. For analog line cards, there are multiple ports where this setting needs to be set.  You can use the copy settings to all ports box to accomplish this.  

  16. Once the settings are set, select Save, then select Apply from the top ribbon bar.  

    btconfigsaveapply.png

  17. This will save the configuration and then start the Brooktrout Boston Host Service with the new saved configuration in place.  Once complete, restart the FaxMaker Fax Server Service and test the fax routing. 

 

Confirmation

After making the changes above, the Brooktrout device should now pass the DID digits to FaxMaker to be used for fax routing.  This can be verified from the rcvlog.fmlogger.txt mentioned in the diagnosis section and the fax should arrive in the location set up in the routing routes.  You can confirm your DTMF/DID routing settings using the Configuring DTMF/DID Routing article.  

 

 

 

 

 

 

 

 

 

 

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