Avaya™
Modular Messaging
Application Note 8410 -
Version B (11/03)
Optus Software, Inc.
FACSys®
Version 4.7 with Exchange 2000
Avaya and Optus recommend that you read this document in its
entirety before beginning.
1.0
Fax Server Interoperability Overview
Fax calls, like voice calls, placed to a Modular Messaging subscriber’s extension
are redirected to the Modular Messaging voice server due to a ring-no-answer or
busy condition. Whenever the Modular Messaging server receives a call and
detects that the call is a fax call by “hearing” the CNG tones, it initiates a transfer
to the fax server. When the fax server answers, Modular Messaging sends fax
routing information using DTMF tones to the fax server, then completes the
transfer from the original calling fax machine to the fax server.
Some fax machines stop sending CNG tones when they detect an answer on the
called number. To accommodate this condition, if Modular Messaging
determines that a caller is not speaking after Modular Messaging plays the
greeting and beep tone, Modular Messaging will transfer the call to the fax server
as described above.
The Modular Messaging determines the fax routing information when it retrieves
the Exchange FAXROUTE address for the subscriber, which is stored in Modular
Messaging’s Front End Data Base (FEDB). When Modular Messaging answers the
call for a subscriber and gets integration information (or the caller dials the pilot
number and an extension), the FAXROUTE number is pulled from the FEDB for
that subscriber if Modular Messaging determines that the call is a fax call.
Modular Messaging sends the FAXROUTE digits to the fax server on the transfer,
then disconnects. The sending fax machine is now communicating directly with
the fax server. Modular Messaging has told the fax server who the fax is for by
providing the FAXROUTE address to the fax server using DTMF tones.
The fax server then creates and routes the fax via Exchange to the mailbox with
the corresponding FAXROUTE address. Fax servers match the received digits to
an entry in a database the fax server has access to: a proprietary database, the
Active Directory or the Exchange directory, depending on fax vendor.
The format of the fax is essentially an email with an attachment. If the
attachment is a TIFF group 3 fax (with a .TIF extension), the Modular Messaging
Telephone User Interface (TUI) can obtain a page count from the header of the
fax TIF attachment. The fax server must set the message class to
Disclaimer: Application Notes are designed to be a general guide reflecting AVAYA Inc. experience configuring its
systems. These notes cannot anticipate every configuration possibility given the inherent variations in all hardware
and software products. Please understand that you may experience a problem not detailed in an Application Note.
If so, please notify the Technical Service Organization at (800) 876-2835, and if appropriate we will include it in our
next revision. AVAYA Inc. accepts no responsibility for errors or omissions contained herein.
Modular Messaging & FACSys
page 2 of 7
IPM.NOTE.FAX for Modular Messaging to recognize the message as a fax.
After the VMD is enabled for fax (see section 6.0 below), a Modular Messagingenabled Exchange mailbox becomes fax-enabled when a FAXROUTE address
(see section 6.1 below) is added as an email address type for the subscriber. Via
the TUI, fax-enabled Modular Messaging subscribers can route faxes, emails, and
attachments to any fax machine for “printing”.
When the subscriber requests the printing of a fax or email message via the TUI,
Modular Messaging submits the message to Exchange using the FAX address
type in the standard Exchange addressing format of [FAX:xxxxxxxxxx] where
FAX is the address type configured in VMSC and xxxxxxxxxx is the number of the
fax machine as supplied by the subscriber. The subscriber can have a default
fax number configured (via the GUI by the subscriber or administrator, or via the
TUI) or can choose to use an alternate fax number during the TUI session.
FAXROUTE addresses must be unique in the directory and should all be the same
length for simplicity of management and configuration. The subscriber’s public
or private telephone numbers, as long as they are unique in their enterprise, are
good choices. The subscriber does not need to know their FAXROUTE address
for any reason. The FAXROUTE address and the address the fax server routes to
MUST match to perform the routing properly, but they in no way have to relate
to any other digit string associated with the user, though it may be configured
that way for simplicity.
For additional information about Modular Messaging’s fax features and functions,
refer to the Modular Messaging product documentation.
1.1
Information about Optus Software, Inc. FACSys®
FACSys is a portfolio of proven, scalable message-enabling products that allow
networked and remote users to work, communicate, and collaborate more
efficiently, cost-effectively, and securely. FACSys is the first comprehensive
messaging solution that enables users to leverage their entire infrastructure and
business practices with seamless, highly efficient, and cost effective converged
messaging solutions. Customers can add significant value to their business
processes, IT infrastructure, and messaging systems by message-enabling them
with FACSys solutions. The FACSys solutions are highly integrated so that users
and resellers can easily identify which products best fit a user’s need as well as
how to implement the solutions. Visit www.facsys.com for more information.
1.2
Joint effort
To ensure the greatest level of technical accuracy, this application note was
jointly developed by Optus and Avaya.
2.0
Modular Messaging Server Requirements
 Version 1.1 or later of Modular Messaging
3.0
Fax Server Requirements
 FACSys Fax Messaging Gateway version 4.7 SP3
 FACSys Fax Connector 2000 for Microsoft Exchange
 Fax hardware supporting DTMF detection
The above information is provided by AVAYA Inc. as a guideline. See disclaimer on page 1.
Modular Messaging & FACSys
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4.0
Supported Features
 IPM.NOTE.FAX: Yes
 Exchange Administration: Yes
 Internationalization: No considerations besides language.
5.0
Configuring the Fax Server
The fax server must be installed and operational before it is set up for use with
Modular Messaging. It should be tested by sending outbound faxes from within
the Outlook client to a fax machine using the fax vendor’s recommended
method. Typically, this will be by addressing an email to [FAX:xxxxxxxxxx]
where xxxxxxxxxx is the destination fax number.
To test inbound fax routing, with the user properly configured in the fax server
software, do the following:
1. Put the page to be faxed into a fax machine.
2. Get dial tone by picking up the handset or pressing the “hook” or “dial” or
similar button on the fax machine.
3. Dial the pilot number of the fax hunt group to the fax server. DO NOT press
“start”.
4. Wait for the fax server to answer and listen for CNG tones.
5. Enter the DTMF digits on the keypad that relate to the routing information
the fax server uses for the destination subscriber. (Some fax servers have a
maximum time duration that can be taken to enter these digits.)
6. Press the “start” button on the sending fax machine.
7. Ensure the fax arrives in the destination mailbox.
If these steps are not successful, there is a problem with the fax server and until
it is solved, Modular Messaging will not work. Before proceeding, ensure that
faxes can be DTMF routed to the proper destination mailbox. You may have to
refer to vendor documentation or their tech support department if initial tests are
not successful.
To configure this fax server software to be used with Modular Messaging,
perform the procedures in this section.
5.1
Set attachment type to TIFF
To set the fax format as TIF, do the following:
1. Run FACSys Administrator.
2. Select the FACSys server.
3. Select Properties.
4. Select the Options tab.
5. Under Receive Options, select TIFF (Group 3).
5.2
Set up DTMF Routing
The FAXROUTE address length determines the number of DTMF digits the fax
server should expect to receive from Modular Messaging when Modular
Messaging transfers the call.
These steps describe the procedure for the Brooktrout TR114 fax board and may
be slightly different for other Brooktrout fax boards or fax boards from other
vendors.
1. Run FACSys Administrator.
The above information is provided by AVAYA Inc. as a guideline. See disclaimer on page 1.
Modular Messaging & FACSys
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2.
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Select the FACSys server.
Select Devices.
Select a port.
Choose the General tab.
In the Device Mode area, set Rings to 1.
Choose the Routing tab.
Check Enable line routing on this device.
Check Enable DTMF tone detection on this device.
Set the Number of digits when routing to the FAXROUTE address length.
Click OK to save changes for this port.
Repeat the steps for all device ports.
5.3
Set Message Class to IPM.NOTE.FAX
The way a message is identified and handled by Microsoft Exchange is controlled
by its message class. Standard Exchange email messages have the message
class IPM.NOTE. Modular Messaging recognizes faxes in the Inbox when they
have the message class IPM.NOTE.FAX.
The default message class for the FACSys Fax Connector for Microsoft Exchange
for all inbound fax messages is IPM.NOTE.FAX.
5.4
Notes for the Technician
Message class is also used to determine the icon associated with items displayed
in Exchange/Outlook folders. To display fax icons for inbound fax messages you
must publish a fax form having the IPM.NOTE.FAX message class to the
Exchange Organization Forms Library. A library of sample Outlook fax forms is
available from the FACSys FTP site at ftp.facsys.com. All sample forms included
in the library are easy to install and are fully customizable.
6.0
Configuring the Modular Messaging
To support inbound fax detection on a Modular Messaging server using analog
voice cards, the existing tone file must be modified using AccuCall to include the
fax tone definition. Depending on the version of Modular Messaging, this
information can be found in the Installation Guide or the Voice Card Installation
Guide.
To support inbound fax detection on a Modular Messaging server using digital
voice cards (Digital Set Emulation or Q.SIG), no action is required. These cards
operate without a tone file and therefore have no configuration required to learn
to detect any tones.
To enable all Modular Messaging servers in a VMD for fax, do the following:
1. From the Modular Messaging program folder, open Voice Mail System
Configuration.
2. Open the Fax panel.
3. On the General tab, set these options:
Fax Enable: checked
Hunt Group Pilot Number: <pilot number of fax hunt group>
Fax Server Address Type: FAX (actually determined by address type used
by fax server, but FAX is typical so try this first)
Canonical Addressing: NOT checked – refer to Modular Messaging
documentation for discussion and configuration of this option
The above information is provided by AVAYA Inc. as a guideline. See disclaimer on page 1.
Modular Messaging & FACSys
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4. Click OK.
6.1
Configuring subscriber mailboxes in Active Directory/Exchange
2000
To enable subscriber mailboxes for Modular Messaging fax, do the following:
1. Open Active Directory Users and Computers.
2. Open the appropriate recipient container for the user to be edited (default:
Users).
3. Open the properties of the user to be fax enabled.
4. Select the E-mail Addresses tab.
5. Click New….
6. Select Custom Address.
7. Click OK.
8. In the E-mail address field, enter the appropriate fax routing address for
this user. This digit string must match that used by the fax software for this
subscriber.
9. In the E-mail type field, enter FAXROUTE.
10. Click OK to accept the address.
11. Click Apply.
12. Depending on your FACSys and Active Directory integration option (see 6.2)
open either FACSys Administrator or Active Directory Users and Computers
to modify the subscriber’s FACSys attributes.
13. Set Routing ID to the same value as the FAXROUTE address.
14. Set the Incoming attachment field to TIFF (Group 3).
15. Click OK to save the properties for this user.
Repeat these steps for each subscriber to be fax enabled for use with Modular
Messaging.
The FAXROUTE address must be populated into the FEDB to take effect for the
subscriber. This will take effect within 10 minutes on Modular Messaging 3.0 and
earlier and within 5 minutes on Modular Messaging 4.0 and later. If the mailbox
has fax and print prompts via the TUI, the VMD, Modular Messaging server, and
subscriber are all enabled.
6.2
Update the FACSys user database
Optus recommends reviewing the information in the following location on their
web site:
www.facsys.com/ADFacsys/FACSysADIntegration.html
7.0
Testing the Installation
There are three stages to testing faxing in the Modular Messaging environment.
1. Ensure the outbound/inbound faxing works separate from Modular
Messaging. See section 5 above.
2. Testing Inbound faxing via Modular Messaging.
3. Testing Outbound faxing via Modular Messaging.
7.1
Testing Inbound faxing via Modular Messaging
From a fax machine, dial a fax-enabled Modular Messaging subscriber’s
telephone number and press the Start button on the fax machine. Don’t answer
the telephone. This should cause the fax to be detected by Modular Messaging,
transferred to the fax server, accepted by the fax server, and routed to the
The above information is provided by AVAYA Inc. as a guideline. See disclaimer on page 1.
Modular Messaging & FACSys
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subscriber’s Exchange Inbox. If the fax does not arrive in the subscriber’s Inbox,
see the Troubleshooting section of this document.
7.2
Testing Outbound faxing via Modular Messaging
If the fax was successfully delivered to the mailbox, access the mailbox via the
Modular Messaging TUI and log on. The message count should include the fact
that there is (at least) one new fax message. If Modular Messaging doesn’t
include a new fax in the count, see the Troubleshooting section of this
document.
If there is at least one fax, press 1 to enter the message review queue, then
press 3 for faxes. You will hear the subject and header information about the
fax and an option to press 2 to print the fax. Press 2 and enter the destination
fax number when prompted. The fax should print. If it doesn’t, see the
Troubleshooting section of this document.
Next, access the email queue (1, 2 from the main menu), press 2 to print an
email, and enter the destination fax number when prompted. The email should
print. If it doesn’t, see the Troubleshooting section of this document.
7.3
Troubleshooting the Installation
If the fax is not detected by Modular Messaging and the voice card is analog:
check the configuration of the tone file in Accucall. If the tone file appears
correct, look for errors in the Application event log of the Modular Messaging
server that indicate that the tone file cannot be found. The failure of Modular
Messaging to detect faxes will result in messages comprised of fax tones being
left in subscriber mailboxes.
If faxes are detected by Modular Messaging and routed to the fax server but
never arrive in the intended destination mailbox: perform the routing manually
as described in section 5 of this document. If it does not arrive on a manual
route, this is a fax server problem. If the fax arrives on a manual route, this is a
PBX or Modular Messaging problem. To determine if it is a Modular Messaging
problem, look at the activity of the Modular Messaging server using the Tracing
System in live mode.
If faxes can be routed to the mailbox via Modular Messaging, but are not
detected in the Inbox: ensure the message class of the fax is IPM.NOTE.FAX. It
is the responsibility of the fax server to set the message class. Outlook can be
set to view the message class by customizing the view and specifying the
Message Class field.
If the message class is not IPM.NOTE.FAX: check the FACSys Fax connector
settings. Faxes already in the mailbox cannot have their message class changed
(except programmatically); new faxes will have to be sent after the restart.
If faxes do not print from the Modular Messaging TUI or the Outlook GUI: check
the dialing configuration of the fax server. The dialing string may need a 9 or a
9,1 – or the fax server may provide it. How this is configured is fax server
dependent.
8.0
Considerations
The above information is provided by AVAYA Inc. as a guideline. See disclaimer on page 1.
Modular Messaging & FACSys
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The PBX programming for the fax server hunt group should ensure that no digits
are added or taken away during the transfer by Modular Messaging to the fax
server. Any digits added or removed will cause an improperly formatted
FAXROUTE address to be sent to the fax server, which will cause the routing to
fail and the fax to not be received to the intended destination mailbox.
To be able to print attachments, the program required to open an attachment
type must be installed on the fax server in order for the fax server to be able to
render the page. For example, if you want to fax Word documents, Word must
be installed on the fax server; if you want to fax Excel spreadsheets, Excel must
be installed on the fax server; if you want to fax PDFs, the full Adobe Distiller
package (not just the Reader) must be installed; and so on. This is fax server
specific and may not be true for all fax server products.
When using the common/single DID scenario with Modular Messaging, there is
always a risk that the subscriber will answer the phone and hear fax tones. If
this occurs, the subscriber has at least 4 choices:
1. Hang up and wait for the sending fax machine to redial. Don’t answer the
next call.
2. Transfer the call to yourself and don’t answer the new call. The call will
forward to Modular Messaging as a new inbound fax call.
3. Transfer the call to the Modular Messaging pilot number. As long as you
integrate on a direct call and get prompted for your password, this will be
treated as a new inbound fax call to your mailbox. If you get the main
greeting instead of being prompted for your password, you can use the quick
message feature by pressing ## and the mailbox number for the receiver of
the fax.
4. Transfer the call to a real fax machine, where a paper copy of the fax will be
printed. No electronic copy will come to the mailbox and the fax will not be
available in the Modular Messaging TUI.
CHANGE HISTORY
Revision
Issue Date
Reason for Change
DRAFT 0.1
07/24/02
Initial release for review/validation
Version B
11/12/03
Updated Consideration 3
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above information is based on knowledge available at the time of publication and is subject to change without
notice. Printed in U.S.A.
AVAYA Inc.
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The above information is provided by AVAYA Inc. as a guideline. See disclaimer on page 1.