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Using the Desktop Fax workflow to fax forms and modules 111-10010070

Forms

$\\INTERNAL.DEPT.LOCAL\Shared\NAT\SERDELEXCEL\WORKPRODIMP\Operation Blueprint Migration\RDT Release Icons\32w\icon-attachment.png$ Forms currently available via Desktop Faxing

Corporate template library – General correspondence fax template

User Guides

Fax transmission errors

Where an error message is received which is not listed below, a mySupport form should be completed with full details of the error message. The following information must be included to enable appropriate investigation:

Fax number used
Details of the document(s)/form(s) attempting to be sent. (e.g. FAO012, system generated SU19, manual SU19 etc.)
Whether an attempt has been made to re-send the fax using Desktop Faxing, and the outcome
Whether an attempt to fax manually has been made, and the outcome
Forward any conformation or failure emails (transmission reports) received from Message.Manager
If known, the model of the fax machine, and/or whether the fax machine is a dual phone/fax machine or a dual fax/photocopier machine

Common errors

Errors which cause unsuccessful transmission of faxes

Table 1: This table describes a list of common error terms.

Letter

Terms (e.g. Apple, Art, Aura etc.)

A-Z

Dial tone detected

Digital Command Signal (DCS) sent 3 times without response

Destination is busy

Failure to train

Maximum time out exceeded

No answer T30 T1 time out

No loop current or A/B signalling bits

Not a fax machine

Number dialled, no signal detected, possible dead line

Server doesn't support this message type

Voice answer or silence

List of common errors

Table 2: this table describes common errors when an error message is received.

Term	Description
1	Dial tone detected This occurs when an outside line is not accessed. The dialling sequence was not completed and did not break dial tone, likely meaning the number is incomplete. Solution: Check the fax number is complete and try sending the fax again. If it fails a second time, manually fax the required documents. As this error can mean there is a problem with the Services Australia fax gateway, report the issue using mySupport.
2	Digital Command Signal (DCS) sent three times without response The sending fax machine is trying to communicate the fax transmission protocol with the receiving fax machine. It usually indicates a hardware incompatibility between the fax machines. Solution: Check fax number and try sending the fax again. If it fails a second time, manually fax the required documents.
3	Destination is busy A busy tone is received. The sending fax machine is trying to communicate the fax transmission protocol with the receiving fax machine. Solution: Attempt to contact recipient and advise fax is being sent, to ensure phone line is available to receive fax.
4	Failure to train This is a 'hang up' error message. Problem is with the data transmission between faxes, possibly due to bad line. Solution: Attempt sending fax again. If this doesn't work, contact recipient and request another fax number or manually fax forms. Report the issue using mySupport.
5	Maximum time out exceeded This is a 'hang up' error message. The fax machine has reached its maximum period of time in waiting for a response from the other end of the line. Solution: Attempt sending fax again. If this still fails, the line is likely blocked due to high volume of calls/faxes being made. Try again later or manually fax the forms.
6	No answer, T30 T1 time out The fax modem was unable to detect a fax carrier transmission. This may occur when dialling a voice line rather than a fax line. If dialling a fax line, however, then this may mean the modem is having an error in detecting and working with the recipient's carrier signal. Solution: Ensure the number dialled is correct. Phone recipient and advise fax is being sent and device is required to be switched to the fax function. If device is already set to 'Fax', check with the recipient for another fax number to send to, or manually fax the forms.
7	No answer tone Possibly a voice line, or fax line is 'off the hook' or has hung up. Solution: Ensure number dialled is correct. Phone recipient and advise fax is being sent and device required to be switched to the fax function. If the device is already set to 'Fax', they will need to ensure all phone lines are connected correctly.
8	No dial tone There are no lines available to send outgoing fax. Solution: Attempt to phone recipient and advise fax is being sent and device is required to be switched to the fax function.
9	No loop current or A/B signalling bits Number is not a fax machine but a phone number. Solution: Ensure fax number dialled is correct. Phone recipient and advise fax is being sent and device is required to be switched to the fax function.
10	Not a fax machine Fax is being sent to a machine that is busy (receiving or sending another fax). The Fax Server 'retries' faxes sent to busy fax machines, however a problem with a network router is preventing this process from occurring properly. The problem has been escalated to the vendor. Solution: Check the fax number to ensure it is correct. Attempt to contact recipient and check number is for fax machine and advise fax is being sent, to ensure phone line is available to receive fax.
11	Number dialled, no signal detected, possible dead line No response received from other device when attempting dial out. Fax number is possibly incorrect. Solution: Ensure fax number dialled is correct. Contact recipient and check number is for fax machine, and advise fax is being sent and device is required to be switched to the fax function.
12	Server doesn't support this message type Receiving device is not a fax machine or a compatible device to receive faxes. Most likely a telephone number. Solution: Ensure number dialled is correct. Contact recipient and check number is for a fax machine, and advise them a fax is being sent. The device may require to be switched to the fax function.
13	Voice answer or silence Fax number is incorrect, or same device is both phone and fax. Solution: Ensure fax number dialled is correct. Phone recipient and advise fax is being sent and device is required to be switched to the fax function.