Troubleshooting DID Configurations

Direct-Inward-Dialing (DID) routing of faxes through the FaxPress 7500 or connecting through a third-party DID interface system between the telephone provider’s DID trunk line and the Fax Server.  The following note describes basic troubleshooting for that configuration.

Checking Phone Connections

·        Connect a telephone handset to the phone line from the DID interface that will be attached to the Fax Server.  Call one of the Fax Server’s DID numbers from another phone.  If the phone on the fax line doesn’t ring, ask your Telephone provider to verify the range of numbers that were assigned to your DID trunk, and try again.

·        If the phone on the fax line rings, answer it and listen.  You should hear 3 or 4 tones like those made when dialing a touch-tone phone.  The number of tones should match the number DID digits that you requested from your telephone provider.  If you do not hear tones, or you hear too many tones, review the setup of the DID interface.  Contact the interface vendor, if necessary. 

·        Some models of DID interfaces are configured to deliver a tone representing a”#” at the end of the digit tones.  Press the # key of a Touch Tone phone to hear a comparable tone.  Contact the DID interface vendor to have the unit re-configured for operation without the # tone.  When you are satisfied that the DID interface is delivering the correct number of tones, re-connect the phone line to the Fax Server.

Checking the DID Interface Operation

·        Use a text editor (like EDIT or Notepad) to create an ASCII text file named DTMF.LOG on the File Server, where the Fax Server is installed, in the \Castelle\<Serial_Number>\Fxdiag directory.  Give the file a single “Space” character as content.  Close the file and re-boot the Fax Server.  The Fax Server will now record the DID digits that it receives in this file. 
Warning: The size of the DTMF.LOG file is NOT self-limiting.  After troubleshooting, delete DTMF.LOG and re-boot the Fax Server.

·        From another fax machine, send a few test faxes to some of the Fax Server’s assigned DID phone numbers.  You must send the faxes to DID numbers that have been assigned to Fax Server user’ mailboxes.  Faxes to unassigned DID mailbox numbers will fail.

·        If you have an out-going line on the Fax Server, in addition to the DID line, you can send “out” on that line, and receive the incoming fax on the line(s) dedicated to DID.  For this to work properly, the DID line(s) should configured for DID routing and its direction set to Input Only.  If your interface is capable of outbound traffic, you can reset this parameter after you finish troubleshooting.

·        After test faxes have been sent, open DTMF.LOG and verify whether the expected information was received.  If the information does not appear to be correct, it may point to the problem, or it can be used by Castelle Technical Support for further troubleshooting.

·        The number of digits that the Fax Server actually receives must match the number of digits that the telephone provider is sending.  By default, the Fax Server is set to “expect” 4 digits. 

 

 

Programming Configuration For FaxPress DID Operation

 

·        The following screen below shows how the FaxPress user must be configured in order to work with DID using 4 digits for their mailbox. If you need to use three digits just enter a 3-digit mailbox id. Keep in mind that the Mailbox ID is based on the last 3 or 4 digits of their phone number.

 

 

 

 

 

 

 

 

For troubleshooting of the FaxPress 7500 and it’s CTPX interface cards please refer to the following document   HOWTO:  Verify You’re FaxPress 7500 DID Interface Is                            Functioning Properly which is located on our website at www.castelle.com/support/faxpress/6.x/technotes


If you require further assistance troubleshooting the operation of the CTPX boards contained in the FaxPress 7500 please contact CTPX by calling the following phone number 651-293-0535 or fax at 651-225-4533.  CTPX’s website is http://www.ctpx.com/

 

 

Troubleshooting your FP and PBX integration:

 

Fax Press cannot send outgoing faxes.

-Check to make sure that there is dial tone on all connections between the PBX and Fax Press.  Also, test to see if dialing “9” breaks the internal dial tone and connects to phone company dial tone.  Then, make sure that the Fax Press is setup to dial “9” “Pause” first before sending any outbound faxes.

 

The Fax Press is receiving incoming faxes but they do not go to any of the individual fax boxes.

-Make sure that your phone equipment is programmed to send the same number of DTMF digits as you have programming the Fax Press to receive, either three of four usually.

-Connect a standard household phone to the first line going from the PBX to the Fax Press.  Call a DID number and pickup the phone’s handset when it rings.  Listen to make sure that you only hear the correct number of digits being sent by the PBX.  There are programs in a phone system that can be setup to add digits to the front or end of the number it is sending to the Fax Press.  It is imperative that the phone system not send these touch-tones.  By listening, you can tell if they are being added.  If so, research the programming of the PBX to determine if this can be removed.

 

DISCLAIMER

 

The Origin of this information may be internal or external to Castelle. Castelle makes all reasonable efforts to verify this information. However, the information provided in this document is for your information only. Castelle makes no explicit or implied claims to the validity of this information. Castelle reserves the right to change, without notice, product offerings or specifications and the information in this document.

 

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