Not able to fax through the phone system with analog loop-start lines 1

[joe2938]

Hello I am hoping you experts can help me out here please, We have an IP Office 9.1.6 500v2 with 3 expansion modules, 2 analog 30 and 1 16 analog module, not able to fax any outbound fax numbers, inbound is fine. If the analog line is connected directly to fax machines (3 in all and yes all have the same issue) we are able to fax with no issues at all, the problem is when they go through the phone system it is only out pulsing 5 digits in lieu of 7 digits, the funny thing is that if I use the handset from the 3 fax machines I can call any number. But as soon as we try to fax any 7 digit local fax number we get a error message that says the number you called can not be dialed please check the number message. We have verified this through system status, we have tried everything, all analog modules are on the same software release as the control unit, we do have a user short code that tells the fax to use the same analog lines to fax out on. We had to do this because we could not fax across the scn to go out the PRI at the main site. We also have this same set up at the 2 other schools and all work fine except for this junior high school site, I was hoping that you guys could help me out here as I am at my wits end, thank you all for taking the time to read this.

 

[amriddle01]

Use an N Dial N shortcode in the fax user, remove the 9 prefix from the fax (if used) and you're sorted

 

[joe2938]

This is how the user for the fax extension short code is built, code 9N, TEL# N, Feature is dial 3k1 with line group of 7 which is the line id for the copper line. Please let me know if this is built ok

 

[derfloh]

Look for dial delay count or dial delay timer.

 

[joe2938]

My dial delay time is set to 4, and my dial delay count is set to 0. Should I bump the dial delay count to a higher value?

 

[derfloh]

It is usually one second and four seconds in ARS. Since you don't seem to use ARS the system values are used.

Other option would be to create an extra ARS for faxing with a higher dial delay timer.

 

[joe2938]

Finally resolved this issue, to fax out we were using a user short code but was not out pulsing all 7 digits, derfloh gave me the clue that it could be a dial delay timer issue. So changed the short code to a new ars pattern that has the dial delay and it worked great on all fax testing, thanks so much defloh and everyone else who assisted on this issue!