Fax not Answering

[BCS Tech]

We are having an issue with a fax machine after migration to V20. It worked in V18. I cannot say for sure if the HT-802 was online during the upgrade to V20 or if it was off. (Just an FYI)

Everything else seems to be OK, Just not the fax.

We have FAX ext set for 880. System Extension in dashboard show all to be online. Remoted into the HT802 and it shows "On-Hook"
But when you call the fax number, the call is answered by the operator. Does not route to fax machine.

Under "Voice and Chat", the FXS show up

And under users for FXS, it shows 880 Fax​

​

Under Advanced - Fax, shows 880 with the DID listed for the fax number.

Is there someplace else i need to check. I have set these up before without issue. Have another customer that has the same setup and does not have any issues.

Suggestions?

 

[TheodorosG_3CX]

There are some related fixes in the new Beta versions. You might need to consider updating to the latest Beta version and check.

 

[BCS Tech]

Good suggestion, but still no good.

Does anyone know how to completely remove the HT-801 and ALL the fax info from the system? Then I can try a reinstall? I know I can remove the 880 fax extension and delete the FXS from the system and remove the number from the SIP trunk, but is there anything else to be done? Some hidden connection maybe?

Thanks

 

[BCS Tech]

It would really be nice to have the old call logs back for the 4SC license. That would help in this type of troubleshooting.

 

[BCS Tech]

Is anyone using FXS for fax machines and also using V20. I am having this issue now at 2 locations. One was an upgrade from V18 that worked prior to the upgrade. And now a completely new customer that started as V20. The first system has been upgraded again to the latest Beta version and same results.

If someone working for 3cx would respond with a way to fix, that would be great. Have several customers that need to be upgraded to V20, but have them on hold for now. I have enough alligators up my rear now about this.

Need help

 

[BCS Tech]

OK, now I am really confused and frustrated that someone from 3CX has not replied to my post.

I did the Beta so called "Upgrade" earlier today to try to fix the fax. Still had the same issue.
So I decided to remove everything fax related and put it all back in.

I removed the DID from the fax extension 880
Removed the fax number DID from the SIP provider
Then rebooted the hosted system

Logged back in and added a second SIP trunk with only one number (Fax number)
Went to ADMIN-ADVANCED and the menu has changed. It used to have 2 selections. FAX and FAX Server
Now it only has one selection. FAX
When you click on FAX, the title across the top says

Fax (Available in Professional and Enterprise)​

This is the 4SC license that has had a fax attached for 2 years. Are you now saying that in order to have a real fax machine, you have to be at a minimum of Professional? I don't remember seeing any of that in any of the upgrade information about V18 to V20

So it seems I have been chasing my ass for 5 days because something has been removed.

I would really like someone from 3CX to chime in and let me know what is going on. 3CX has been extremely silent on the post. I need to know if I have to upgrade the license to pro to get a fax to work. or if there is another issue.

The other system I am having and issue with is already at Pro, but I have not "upgraded" to Beta yet. I think I will wait.

 

[BCS Tech]

OK, here's an update to my problem

Since the beta version upgrade of 4SC removed the ability to use an HT-801 FXS, I was forced to upgrade to the Pro edition. $200 I was not expecting to pay moving to V20, but if it fixed the issue then sobeit. Still did not work

Removed the fax number from the first SIP trunk and added a second trunk with only one number. Still does not work

If you are internal on one of the extensions, you can call 880 and the fax machine answers. The 3CX PBX is not sending the inbound call to the HT801 FXS device. It's sending the call to the default group setup on the SIP trunk.

The system is sending ALL inbound calls to the Default ring group selected in the SIP trunk setup.
By default, the only selections are

End Call (Don't think tat would work)​

User (extension 880 is not selectable)​

Voicemail (Nope)​

Ring Group (This is the one I use just to get the number in the system, then assign the number to Fax 880)​

Digital Receptionist (Nope)​

Queue (Nope)​

Department (Cannot add FAX 880 to department)​

Script (Nope)​

Forward to Outside number (Nope)​

Normally, you add DID to SIP trunk, then you assign a DID to the fax extension and all inbound calls bypass the default group setup on the SIP trunk. But V20 is not doing that. V20 send all calls to default group regardless of changing DID assignment. At least this is what I see.

If someone would let me know how to contact 3CX support, I will open a ticket and see if I can get this worked out.

Any reply's would be welcome. Let me know if I made a mistake in my setup, troubleshooting or anything. I am at a loss.

All responses are welcome.

 

[SweetAction]

Normally, you add DID to SIP trunk, then you assign a DID to the fax extension and all inbound calls bypass the default group setup on the SIP trunk. But V20 is not doing that. V20 send all calls to default group regardless of changing DID assignment. At least this is what I see.

Typically this means your SIP trunk is sending the dialed number in a different format then your 3CX is programmed - i.e. it's sending +1 but you have 3CX programmed as 011 or similar. Putting the PBX into verbose mode and replicating the issue will then let you check the logs and see how the trunk is sending the call info.

I assume this is an unsupported trunk - it should work out of the box for supported providers.

If someone would let me know how to contact 3CX support, I will open a ticket and see if I can get this worked out.

Your 3CX customer portal will let you do this. It's $75 per case though. Or your partner may open one for you.

 

[BCS Tech]

I hate to be rude, but I have gotten the fax machine to work that this location. It should not have cost me $200 if someone at 3CX would admit that they are still having issues with the faxing portion of the new V20. I do not have an issue with the new version and have a lot of customers on 3CX. I will wait awhile for the next V20 release before I "Upgrade" anyone else so will know if I have to upgrade to the V20 Pro edition to continue to use fax services.

What I did was create a new Sip trunk at Telnyx and moved the fax DID to this trunk. (yeah, go ahead and say it,. Telnyx is not a supported SIP trunk provider, but my company has been using Telnyx for 6 years and have 30 systems using Telnyx at this time with over 300 phone numbers and over 15 fax machines (on V18) and all are doing fine until this V20 upgrade. I know that 3CX and Telnyx got sideways awhile back and I never got a good explanation as to why, but Telnyx still does what they can to support 3CX.)

I digress
I used the Telnyx setup info for a Grandstream HT801 and connected it directedly to Telnyx, by-passing the customers sip trunk. Now when I call the number from my office, I hear the fax tone.

I will test a true incoming fax on Monday. My office does not have a fax machine.

I welcome any comments.

 

[SweetAction]

For someone that welcomes any comments, you certainly don't see to want to hear them.
I never said you needed to buy support from 3CX - I actually offered to help you right here, in this thread, for free. I have no obligation to either. In return I got a reply that you yourself acknowledge can be seen as rude. I also can't "admit" anything is broken in 3CX - I don't work for 3CX.

I told you what is happening and why, as well as how you can fix it. From your problem I already knew it was an unsupported SIP trunk, but it doesn't matter - the fix is the same regardless. It just means that you have to do a little work instead of it working out of the box. I don't actually care who the provider is, although we use Telnyx ourselves.

Good luck with whatever you choose to do. As a side note, we've used this for years to send a test fax for free: https://www.interpage.net/sub-wwwfax.html

 

[BCS Tech]

You are completely correct, please accept my apologies. And yes, the Crow taste like crap.

I looked at the sip trunk connection many times and did not see the problem, but one last look and I saw the difference. When you look at the SIP trunk setup on 3CX SIP trunk page, this is what it says. "DID numbers must be in e164 format: If your number is (813) 591-0130 enter it as +18135910130." So this is exactly what I did. I set the Telnyx Inbound Number format to E.164 and set the local DID's to "+18135910130". But this is incorrect.

Once I set Telnyx to +E.164 the system started working. I did not realize there was a difference between E.164 and +E.164. Please accept my apologies.

If I may make a suggestion, change the wording on the SIP trunk page. Maybe something like

If your DID numbers are in 8135910130 format, ensure your provider is set to E.164
Or
If your DID numbers are in +18135910130 format, ensure your provider is set to +E.164

Like you said, either format will work, but both 3CX and provider must match.

Thanks