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Topic # 88759 23-Aug-2011 10:26 Send private message

Hey guys,
We have a service we provide one of our customers where we receive all their incoming faxes of purchase orders and put the data into their inventory system. The way it works is:

1. Fax comes into their system on their number
2. Their system forwards to a Xnet fax to email number on our account

Since yesterday they have complained no faxes have come through but I spoke to Xnet who said there was no issue. Can someone with a fax machine please try and fax a couple of numbers for me to just confirm the issue is on their end?

Please PM for numbers if you can help out.

Cheers.

 





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  Reply # 510432 23-Aug-2011 10:27 Send private message

PM the details please,

btw  just tested with my Fax to Email from the PSTN works fine




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  Reply # 510445 23-Aug-2011 10:47 Send private message

Fax sent ... Looked successful from here




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  Reply # 510448 23-Aug-2011 10:50 Send private message

Ah got it, thanks for that. Was that the fax to email number or the customer's number?





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  Reply # 510450 23-Aug-2011 10:51 Send private message

Okay , got the details and I see why ...... this is actually a TCL issue we have been trying to get hem to fix within their network for T38 as we run a full IP interconnect with TCL, but do have a backup plan for this they are going to have to dial a prefix code first .. will send it to you




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  Reply # 510614 23-Aug-2011 13:55 Send private message

Maverick did a great job diagnosing the issue and offering a workaround!





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  Reply # 510771 23-Aug-2011 16:47 Send private message

Good to hear it works, we have known that TCL have T38 issues on this new part of their network and the work around has been in place with TCL purely for this reason and it was all pre tested before hand.


I will also add and be fair to TCL that they have known about the issue and were actively working with their vendors to address this we advised very early on when working on IP interconects with them that T38 is a major requirement for IP networks and since the Fax to Email service they hope to run is the same as ours it would probably be good idea to have it in their network, however this takes a fair amount of effort along with testing as TCL have a reasonbly large customer base on their switches and change control and testing rules in those environments Innocent


Hopefully it won't be to far away... but I cant comment on that as it's TCL's platform ...feel free to jump in here TCL Wink




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  Reply # 511053 24-Aug-2011 10:51 Send private message

I have just sent a fairly terse email for our customer to forward onto their Telstra Clear outlining the technical issues identified in this thread. At the end of the day we provide data extraction services, not telco support!

I have recommended to my boss that we charge them for our time to diagnose this issue and suggest the customer forwards the bill straight onto Telstra Clear to pay......





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