This video will discuss most reasons you may see outbound faxes fail when sent using the RightFax Connect service.
First, let's have a brief overview of the outbound flow of a fax through the RightFax Connect service.
Faxes through RightFax Connect will follow the same conversion and scheduling procedures from RightFax as a fax through any other fax card.
Once the fax sends, it will use port 443 to send to the EasyLink Webservices API.
When the fax is received by the RFConnect Datacenter, the destination number will be checked against the Do Not Call registry lists.
Provided the fax has made it to this point (barring any conversion or sending issues from the sender's RightFax server) this will be a point of failure. If your fax recipient is enrolled onto any of the Do Not Call registries, the fax will not send and you will receive a status indicating the fax failed due to the recipient being on a Do Not Call list. This can be resolved by submitting an OpenText form letter requesting that the numbers be un-blocked by EasyLink. The Fax Guys can provide you the letter and assist in getting this submitted to the the vendor so your faxes to these recipients won't be held up further.
Once the fax has cleared this step, it is converted to the format the EasyLink server send and the TTI information is added to the fax. Once the fax is sent, it's status is sent to a global queue where your RightFax server will pull the status.
The next issue you may see is some type of transmission error, and this may be to numbers you may have been able to fax to in the past.
The first step in these cases is to call the number(s) from a voice line and verify that fax tone can be heard clearly--businesses can change phone routing from time to time and a lot of failed faxes are actually being routed to beleaguered voice recipients, dead lines or voice mail.
If the fax tone sounds ok, try to send a few test faxes to the number. OpenText recommend 10 test faxes from your RFConnect account to confirm failure rate, but generally even 4-6 is enough to see if the failures are consistent.
Last, try sending a test fax from a known functional stand-alone non-RightFax device/server.
IF the failure rate is above 10% or you can consistently send from a hard fax machine then open a support ticket with The Fax Guys and we can request re-routing or throttling. Certain errors in sending may require different configuration changes on the OpenText/EasyLink side but generally, if we look at the Fax History of the failed faxes and we are seeing:
Fax Transmission Failure (3201)
Call Progress Analysis Timed Out (3224)
Fax Machine Does Not Support Required Transmission Capabilities (3233)
Then throttling will usually resolve these. Throttling involves additional retry attempts and attempting the faxes at progressively slower speeds to ensure a stable end to end connection for the fax transmissions.
Finally, in some rare instances there may be a service interruption with the RightFax Connect service. The Fax Guys can advise you when this occurs and we can also add you to the direct notifications from OpenText that we receive as well when an outage may occur, just let us know.
This covers pretty much all of the cases where we may see a failure to send a fax using the RightFax Connect service.
As always if you have any questions about this topic or any topic in the world of faxing let us know at The Fax Guys, we are always happy to help.