Fax Support Scenarios Solved by Our Service Team

Technology and software can be challenging to set-up, fix or troubleshoot issues or simply answer questions about. Lane’s fax support provides quick solutions for our customers and partners which is why we have an industry leading faxing support team that possesses decades of experience, in-depth product knowledge, and is easily accessible to work with to get you back up and running quickly. In this blog, we will highlight some of the fax support scenarios we have worked to solve and dive into our approach to serve!

Fax Support Scenario 1: Fax Cut-offs when using SIP

In this scenario, our faxing support team diagnosed the issue the client was experiencing and determined the root cause is due to fax cut-offs. A fax cut-off is when the pages are not transmitted correctly from the sender to receiver. Typically, this is seen on the receiving side or a telecom change has been made.

The Lane team partners with clients telecom providers to isolate the error and put the fix in place. Another step in troubleshooting is to run traceroutes and look at the settings which may require adjustments. Change baud rate down to 9600 slow it down, and set timeouts receiving side longer time to respond, enabling error correction mode. Lane\’s team will also offer Fax 2.0 as a solution which will transmit through a T1 line which will eliminate fax-cuts due to SIP connections.

Fax Support Scenario 2: Tracking Down Faxes for Customers (Fax Logging)

In this scenario, customers inform Lane they are trying to find a missing fax or multiple faxes.

To start, our team begins their investigation by going through audit logs, which is a logging of transactions within the Passport software. We ask our customer to provide information such as fax # as well as the date and time of transmission in order to help us dive deeper into locating the missing fax(s). Another method Lane leverages is message tracker. Once we locate the missing messages, we can review fax line diagnostics to ensure we show completed pages and accuracy of transmission to send the customer all of the missing touchpoints.

Fax Support Scenario 3: Settings Changed

In our third scenario our customers inform our faxing support team that faxes are not transmitting over a period of time and they are not receiving error reports due to a change.

First, we investigate by learning if any changes were made within the customer environment. Typically, a change in IP address or server name will cause transmission of electronic faxes to fail because the software and system are not communicating with one another. Lane’s faxing support team will identify the correct IP and server names and restart services which restores messaging so our customers can be back up and running with no hassle!

These are just a few of the fax support scenarios our customers call us for assistance with. Our goal is to provide the best customer service, 24/7 so that downtime and faxing issues are minimized. Our faxing support team loves working with our customers and not only takes the time to properly diagnose the error, but fixes issues, troubleshoots scenarios and serves as a help desk to answer all faxing questions. Having challenges with your messaging platform? Contact our team at Lane so you can get the online fax support you deserve.