Hello my name is Jay Campbell with The Fax Guys for RightFax University.
In RightFax, when faxes are not routing to the proper user account, verifying the digits that are being received by DocTransport is essential for troubleshooting.
Faxes may appear on the RightFax channels in Enterprise Fax Manager (EFM) with no digits in the Route Code field. Typically, faxes that do not have Route Code that matches a user in RightFax or have no Route Code at all, are routed to the Administrator's fax mailbox by design.
In order to validate that RightFax is or is not receiving digits, locate one of the inbound faxes in FaxUtil that was incorrectly routed and follow the steps below:
1. Highlight the fax.
2. Press ALT + F10; this launches the Fax Information GUI.
3. Scroll down until you find the field for "Fax DID Number".
4. If a <null> value appears here, then the digits that are necessary for routing are not being received by RightFax:
This process pretty much gives you the DID numbers RightFax thinks it is receiving, barring any version specific patched issues.
Moving along, to help in determining what digits are being received by DocTransport, if any, you can run also the RightFax DocTransport Module in debug and find out what the board is receiving and passing to RightFax. For assistance with debugging check for other RightFax University videos that cover this process. You can also get in touch with The Fax Guys as well and we can assist you in debugging and logging.
If you determine that digits do not appear to be being passed to RightFax from your PBX, Gateway, Router, etc. or even a Telco provider, additional logging may need to be run on whichever device is being used in order to determine what digits, if any, should be being passed to RightFax.
Last, make sure your environment isn't using DTMF routing instead of DID routing.
DTMF is an acronym for Dual Tone Multi Frequency and it basically means you are using touch tones for control purposes as well as for initial number dialing.
With DTMF, typically everyone sending to the server computer dials the same phone number. After this phone number answers, a user is presented with a tone or voice prompt, and it waits for the user to enter an extension before presenting a fax tone. If an extension is not entered, then a time-out fax tone is given, and the fax is received in a default box.
Obviously, DTMF routing is completely different from DID routing and may also cause some confusion with numbers being dialed especially if the sender chooses unexpected selections during the voice-prompting or dialing phases.
DTMF routing is configured in the RightFax DocTransport Module as well, under each individual fax channel.
Detailed DTMF routing configuration won't be covered in this installment, but stay on the lookout for an upcoming video documenting this feature.
That's it for verifying DID and what digits are being received by RightFax.
This is Jay Campbell with The Fax Guys for RightFax University saying thank you for watching and please visit us again. The RightFax University is a work under continual progress and we update often.