Overview

Customers may report intermittent failures when faxing to numbers in their own area code.

In some cases, Brooktrout logs may report call collisions.

Workflow

Instructions

Track the lines where the issue occurs

To facilitate tracking the failed calls in the logs, please check the Customizing the CLIP and TSID Values of Outbound Faxes article and follow the instructions of the "Setting the CLIP's Value to the Local Fax Line ID" section to set a phone number on the FaxMaker line so all faxes would appear to come from that number (and not from end users' specific numbers). Any number will do it, this is for tracking purposes.

Test sending faxes with and without the area code in front of the problematic numbers, and also with and without the country code before the area code.

Once you see failures to these numbers in the C:\Program Files (x86)\GFI\FaxMaker\logs\sendlog.fmlogger.txt file, run the troubleshooter to collect information in case they're needed to FaxMaker's support.

Review dialing options for area code

The issue may be related to a particular phone systems' behavior.

Follow the steps in the Sending faxes within the same area code fails intermittently article to test and fine-tune FaxMaker's dialing options.

Report call collisions

In case you find call collision errors in Brooktrout logs (the ltbtrtXX.log files), like the following:

2022-02-03,11:04:46,627,1,"#0002a304","#0002b6a0","info ","BrkLine00","SYS#: 02/03 11:04:46.62 0[2,2] < (12) ECC (08) EVENT (02) COMMAND_ERROR (12) PORT_ID [00: Fix Uns Byte Unitless] 01 (13) BCHANNEL_ID [00: Fix Uns Byte Unitless] 00 (0F) ERROR_CODE [20: Fix Uns Byte Boolean] 08"
2022-02-03,11:04:46,627,1,"#0002a304","#0002b6a0","info ","BrkLine00","SYS#: 02/03 11:04:46.62 0[2,2] Call control error 8"
2022-02-03,11:04:46,627,1,"#0002a304","#0002b6a0","info ","BrkLine00","fax_dev_c::sendfax _ BfvCallSetup returned [res.status = 3] [res.line_status = 266] [DIAL_CALL_COLLISION] [Dial: Call collision detected.]"

Report those to your phone system administrator, as it's likely a misconfiguration on how the lines are internally routed. You can ask them to monitor some test fax calls to track the issue.