Troubleshooting Guide for Cisco Unity Release 5.x (With IBM Lotus Domino)
Third-Party Fax Integration
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Third-Party Fax Integration

Table Of Contents

Third-Party Fax Integration

About Problems With a Third-Party Fax Integration

A Subscriber Cannot Send or Receive Faxes

A Subscriber Did Not Receive an Attached File Delivered to a Fax Machine

A Fax Did Not Arrive at the Destination


Third-Party Fax Integration


About Problems With a Third-Party Fax Integration

Problems and troubleshooting procedures specific to a fax integration are described in this section.

See the following sections:

A Subscriber Cannot Send or Receive Faxes

A Subscriber Did Not Receive an Attached File Delivered to a Fax Machine

A Fax Did Not Arrive at the Destination

A Subscriber Cannot Send or Receive Faxes

To Verify the Subscriber Fax Settings


Step 1 In the Cisco Unity Administrator, go to the Subscribers > Subscribers > Profile page for the subscriber.

Step 2 Click View.

Step 3 Confirm that the features for the class of service include FaxMail. For subscribers to have phone access to their faxes, they must be in a class of service (COS) that has the FaxMail feature selected. In addition, those subscribers who will have their e-mail messages delivered to a fax machine must be in a COS that has the Text to Speech feature selected.

Step 4 Confirm that the subscriber is listed as a fax user in the fax server database.

Step 5 If the subscriber is in a class of service with access to FaxMail, and is listed as a fax user in the fax server database, but still is unable to send or receive faxes, continue with the procedure in the "A Subscriber Did Not Receive an Attached File Delivered to a Fax Machine" section.


A Subscriber Did Not Receive an Attached File Delivered to a Fax Machine

Cisco Unity subscribers can have their e-mail messages delivered to a fax machine; however, if there are attachments to an e-mail message, Cisco Unity renders only those attachments with the file extensions specified during setup. Other types of attachments are removed, and Cisco Unity lists the file names at the end of the fax message. The fax domain name must also be correctly identified in Cisco Unity.

To View and Update Fax Domain Name and File Name Extensions


Step 1 On the Cisco Unity desktop, double-click the Cisco Unity Tools Depot icon.

Step 2 In the left pane of the Tools Depot window, under Administrative Tools, double-click Third Party Fax Administration.

Step 3 Confirm the fax domain name and file extensions.

Step 4 Click Apply.

Step 5 Restart the Cisco Unity server.


A Fax Did Not Arrive at the Destination

If a subscriber records an introduction or adds any attachments to the body of a forwarded fax message, the Lotus Domino server resets the message type to e-mail. This causes Cisco Unity to be unable to recognize it as a fax, and the message is treated as an e-mail. Therefore, the message will not be reported in the fax message count, the fax message notification will not work, and the fax phone conversation will not present the option to forward the message to a fax machine.

To Research a Missing Fax


Step 1 Look for any forwarded fax messages with attachments and/or with a voice introduction by using the Lotus Notes client. The missing fax message will most likely appear as an e-mail message. If the fax message is not present, continue with Step 2.

Step 2 Verify the fax phone number. Ask the subscriber to resend the fax to confirm that the problem was not with the receiving station or with an incorrect fax phone number.

Step 3 In the fax server administration program, look for the fax in the outbound queue.

If the fax is there, continue with Step 4.

If the fax is not there, verify the configuration of the fax gateway, make changes as necessary, and resend the fax. If the fax still is not in the queue, contact Cisco TAC.

Step 4 Confirm that the fax server is configured correctly for the fax card(s) that are installed.

If the server is not configured correctly, make changes as necessary and resend the fax.

If the server is configured correctly, the problem is most likely with the fax card(s). Contact Cisco TAC.