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  • 1.  BYOC Cloud fax issues

    Posted 11-09-2021 17:32
    No replies, thread closed.
    Hi everyone,

    reaching out to the community to check if other partners have the same kind of problem that we have.
    Almost all the faxes we receive or send using an external SIP provider show some kind of jitter, the content of the fax is cut at certain points or even whole pages missing.

    We tested out with 3 different providers and the result is the same. It works much better with Genesys Cloud Voice.
    there is an ongoing ping pong between the genesys support and our providers regarding our cases, thus polling the counity.
    This problem started in October 

    thank you all for the Feedback
    #SIP/VolP
    #Telephony
    #Unsure/Other

    ------------------------------
    Jacques Tiberghien
    Paxyl Solutions
    ------------------------------


  • 2.  RE: BYOC Cloud fax issues

    Posted 11-10-2021 09:21
    No replies, thread closed.
    By any chance- if you do Rightfax, do you include pictures/graphics in your signatures?  I've seen where it distorted entire faxes before.


  • 3.  RE: BYOC Cloud fax issues

    Posted 11-10-2021 09:50
    No replies, thread closed.
    Hi Nathan,
    we re not using RightFax, and it happens even when there is nothing on the cover page. no matter what is send, it happens when the payload is more than 1 page and sometimes even on single page

    ------------------------------
    Jacques Tiberghien
    Paxyl Solutions
    ------------------------------

    Original Message


  • 4.  RE: BYOC Cloud fax issues

    Posted 11-10-2021 10:27
    No replies, thread closed.
    Hi Jacques.  What codec is set on your trunk?  It should be G.711 mulaw if you're in USA.  Sometimes your carrier wont honor the higher / larger codec and throttle down to G.729.  Moreover, a customer had to place a diversion header in sbc to force G.711 for fax calls.  Would you be able to remove all other codecs in your trunk and run your fax tests solely using G.711?

    In the case of jitter what are the time-stamps on a packet capture?  Do they show great delay between packets if you order the time-stamp column by "seconds since previous captured packet" or "date and time of day?"  If great delay is shown at SBC, then double check RTP is getting marked up as EF for DSCP.  If its another IP address in flow, check that device.  

    Additionally if you can compare with a successful fax pcap, try to analyze where the delay is being invoked and double check DSCP is being marked up as EF as the fax is moved up the network.  pcap \ SIP/sdp \ Internet Protocol section \ Differentiated Services Field header.

    Good note on using 3 providers.  When I've had this on a Pure Connect system using SIP trunk we had to work with carrier to resolve.  Narrow down if its both directions (inbound/outbound), but it sounds like you did that.  What changed in October?

    ------------------------------
    Mike John
    ConvergeOne
    ------------------------------

    Original Message


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