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Troubleshooting outgoing failures with call duration zero

Author: Boris Moser Updated

Overview

There might be reports of a large number of failed outgoing faxes that show a call_duration of 0 (zero).
This has been observed in conjunction with Brooktrout devices.

Workflow

tkb-call-duration-zero.png

Instructions

Upgrade FaxMaker and Brooktrout drivers

Upgrading both FaxMaker and Brooktrout drivers.

Adjust resolution and speed

In the faxMaker Configuration Tool, go to Line Options and set the Max. resolution to Fine (200x200) and the Max. speed to 14400 bps.

Look for indications of line issues

In the Brooktrout log files (ltbtrtXX.log), the occurrence of the following messages may indicate upstream issues:

"info ","BrkLine03","SYS#: 02/10 16:36:46.94 3[2,5] Alert occurred (1)."
failed [res.status = 4] [res.line_status = 11] [HNG_T1_TIMEOUT (11)] [Hangup: No answer, T.30 T1 timeout. (11)]"
failed [res.status = 4] [res.line_status = 27] [HNG_XMITB_TRAINFAIL (27)] [Hangup: Failure to train. (27)]"
failed [res.status = 4] [res.line_status = 3] [HNG_NO_LOOP_CURRENT (3)] [Hangup: No loop current. (3)]"
failed [res.status = 4] [res.line_status = 60] [HNG_XMITD_RSPREC_DCN (60)] [Hangup: DCN received in Response-Receive, Phase D. (60)]"
failed [res.status = 4] [res.line_status = 63] [HNG_XMITD_PPSEOP_NORES (63)] [Hangup: No response received after third try for PPS-EOP. (63)
failed [res.status = 4] [res.line_status = 29] [HNG_XMITB_COMREC_DCN (29)] [Hangup: DCN received in Command-Receive. (29)]"
failed [res.status = 4] [res.line_status = 105] [HNG_RCVD_DCN_COMREC (105)] [Hangup: DCN received for Command-Receive. (105)]"
failed [res.status = 4] [res.line_status = 26] [HNG_XMITB_DIS_FTC (26)] [Hangup: DIS/DTC received 3 times; DCS not recognized. (26)]"
failed [res.status = 4] [res.line_status = 30] [HNG_XMITB_RSPREC_DCN (30)] [Hangup: DCN received in Response-Receive. (30)]"
failed [res.status = 4] [res.line_status = 500] [HNG_ERROR_INTERRUPT (500)] [Hangup: Error interrupt (500) 0x101 received: Modem error.]"
failed [res.status = 4] [res.line_status = 71] [HNG_RCVB_SE (71)] [Hangup: Response-Receive error, phase B. (71)]"

In such cases, it's advisable to get in touch with the telephony providers with the logs that demonstrate the messages above.

<supportagent>

For agent's reference: #3581305

It may also be necessary to open a support case with Dialogic, to rule out device issues and/or confirm upstream-related problems.

</supportagent>

Enable "Allow same number dial"

The sendlog.fmlogger.txt may log occurrences of "No answer from remote machine":

"3/1/2022","10:18:39 AM","","__Text_API__@FAXmaker","","","username","FIRSTNAME LASTNAME","91,5552701795,,,,48242","00:31","0","FAILURE","Failed to send fax : No answer from remote machine","Line9",""
"3/1/2022","10:18:40 AM","","__Text_API__@FAXmaker","","","username","FIRSTNAME LASTNAME","91,5552701795,,,,48242","00:30","0","FAILURE","Failed to send fax : No answer from remote machine","Line9",""

Note that in this log extract the faxes were sent in rapid succession to the same fax number.

In the faxMaker Configuration Tool, navigate to Advanced\Miscellaneous\Properties and ensure that "Allow same number dial" is checked.

Making this change would allow one fax to proceed even if two faxes were being sent to the same number. The other fax should then receive a busy signal unless the recipient has multiple fax lines.

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