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nektar72
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PostPosted: Thu Nov 06, 2008 6:14 pm    Post subject: Call forwarding of fax Reply with quote Back to top

I seem to have an issue right now at my office. I have several Vonage phone numbers virtually funneled into an ATT landline via call forwarding and used for faxing. I've had this set up for about three years without incident and suddenly, faxes aren't being received. One fax machine that I've tried tells me it's a poor line quality comm error. When I call each forwarded number, I get the fax comm noise, but when I send a fax, they error out. When I send or receive a fax to/from the landline, it goes through perfectly.

As I said, I haven't had an incident until this week. Any ideas or help?

Thanks,
Brian
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mebt24
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PostPosted: Tue Dec 09, 2008 4:02 pm    Post subject: Vonage does not allow forwarding on fax lines Reply with quote Back to top

It looks like Vonage has disconnected forwarding service on fax lines.
This function seems to be reserved for the more expensive plans.
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nektar72
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PostPosted: Tue Dec 09, 2008 7:55 pm    Post subject: Reply with quote Back to top

Actually, they worked on it on an engineering level and it seems to be working fine now. I can't say whether they fixed it for me or everyone, but it seems like the handshake between the fax and phone line weren't operating correctly. Problem solved. We receive faxes at my office again!
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VonTechMgr
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PostPosted: Tue Dec 09, 2008 8:03 pm    Post subject: Reply with quote Back to top

Sorry to say, that for the almost 6 years I have been with Vonage, fax lines never had call forwarding by design. That is what makes a fax line different from a Voice line. It has the same functionality but it is stripped of all calling features( VM, Simul-Ring, CF, NAN).

The only time you may have been able to toggle call forwarding on a fax line was after Vonage introduced the ability to enable / disable call forwarding via the telephone user interface. It was never possible through the web interface. This was a bug in the telephone user interface and it was corrected. It should never have been available to begin with.

As for the actual failure of the fax, itself, this can get very complicated. A forwarded call enters the Vonage network via the Inbound partner carrier that services your market. It is then forwarded to an Outbound partner carrier who is routing calls to the specific market of the destination number. The audio must stream from the point of origination to the point of termination. In some cases, this could be LA to NYC or vice versa.

Now, if the carrier that is routing to your forwarded destination number uses IP to transport data and uses any type of compression, on their backend, this could cause faxes and other types of data to fail while voice seems to be unchanged. These carrier routes change periodically to what is called Low Cost routing done by every company in the telecommunication industry which is why it may have worked and then suddenly stopped.

To verify if the issue is on the inbound side, outbound side, or in between, here is what you need to do. If you have a fax machine, have someone fax you something and let your fax machine pick it up on the Vonage line instead of forwarding. If successful, the inbound connection is OK.

Now, place an outbound fax from the Vonage line to the AT&T number you have been forwarding to. If this fails, it will be an issue Vonage can correct by rerouting your calls from your number to the AT&T number through a different carrier. If it is successful, then the problem is somewhere in between the receiving carrier and the terminating carrier.

In any case, this needs to be escalated to Advanced Operations as technical support would not have the ability to correct this issue since they cannot troubleshoot to the extent this issue may need and they cannot make route changes.
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