Troubleshooting a Third-Party Fax Integration in Cisco Unity 8.x
About Problems With a Third-Party Fax Integration in Cisco Unity 8.x
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 To the right of the Class of Service field, 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 email 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 email messages delivered to a fax machine; however, if there are attachments to an email 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 server and message classes must also be correctly identified in Cisco Unity.
To View and Update Fax Message Classes 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 Under Select Fax Server, select your fax server.
Step 4 Under Message Classes, confirm the message classes.
Step 5 Under Allowed File Extensions, confirm the file extensions.
Step 6 Click Apply.
Step 7 Restart the Cisco Unity server.
A Fax Did Not Arrive at the Destination
To Research a Missing Fax
Step 1 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 2 In the fax server administration program, look for the fax in the outbound queue.
If the fax is there, continue with Step 3.
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 3 Confirm that the fax server is configured correctly for the fax cards 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 cards. Contact Cisco TAC.