Untitled Note

19948852 | UID: 67246339 | Nexus Staffing Solutions LLC | Chris Velasquez --- Invalid escalation Reason: Not a T2 issue, faxing is not 100% reliable so its possibly a normal behaviour Actual step(s)/Info Missed: Troubleshooting steps are not specific enough. "carefully reviewing" does not tell me exactly which settings were checked or how they were checked. Resolution/Recommendation: Share this information with the cx, please: FAXING Faxes do not go through successfully all the time using traditional fax machines, this is the same with internet or VoIP faxing. E-fax is subject to conditions that could cause a lower success rate than analog faxing. The success rate for inbound faxes that we expect to see with our VOIP hosted phone numbers is 80%. This however deteriorates when sending more pages. The success rate is inversely proportional to the number of fax pages; meaning the more fax pages are being sent, the lesser the success rate becomes. Some fax machines have problems sending to VOIP numbers as they are of older versions and/or do not have optimal VOIP settings capabilities that help in their transmissions to VOIP numbers. That is not to suggest that this is the only reason for these conditions. Other factors such as packet loss in the transmission can and do cause these results as well. Faxing over landline-based numbers does work at a better success rate since the T38 fax transmission protocol was originally tested and developed for landline-based transmissions. Although faxing over landline-based services will result in better success rates, it is no guarantee of 100% success either as any noise on the line will cause failures as well. Faxing over VoIP can be a challenge, but with a few configuration changes on the sender's fax machine; Slow down the fax transmission speed; slowing the transmission rate down will help VoIP faxing to become more consistent Ask the sending/receiving party to set their fax machine to Overseas mode. It will lower the Baud rate and turn OFF the Error Correction Mode (ECM). If there is no Overseas mode, have them adjust the BAUD rate to 7200 bps and turn off the ECM to get the same results. These settings can be found on the fax machine's R/W parameters or Advanced Fax settings. For specific instructions, refer to the fax machine’s manual or support Turning off ECM can improve the ability of the fax to send/receive a fax successfully when conditions exist like some packet loss or jitter because it allows the fax transmission to go thru even with some data/packets missing (due to the quality of internet connection) Our suggestions in many cases can resolve issues that occur in faxing over a VoIP connection, but not in all cases. If you're still getting partially received faxes after adjusting the BAUD rate and turning OFF the Error Correction Mode. It is possible that the sender's fax machine is not compatible with VoIP Faxing. That being said, our recommendation for customers who need the highest success rate possible for faxing is that they use a landline-based service. This is our best recommendation for companies who view faxing as a critical aspect of their daily business needs. We do not want to lose your business but we do have your best interest in mind in making such recommendations.