When you send faxes from the TELUS Collaborative Health Record (CHR), they are delivered through the third-party fax vendor SRFax. SRFax attempts to deliver your faxes three times. If a fax fails to reach its destination, you can view the failure reason from your Outbox.

For more information about using the outbox, see Viewing outgoing items.

Steps

1. From the main menu, click Outbox.

The Outbox shows a list of all failed faxes that you sent.

2. To view the reason why a fax failed, click its information icon.

The following table shows the different fax failure reasons you may encounter:

Fax failure reason

Description

Failed Final call progress: Normal busy / Busy / Busy (TP)

The fax number was busy.

No answer

The fax number didn't answer.

πŸ’‘ Tip: Contact the destination; their fax machine may be out of paper or unplugged.

No remote fax device

The fax number doesn't have a fax tone when answered.

πŸ’‘ Tip: Contact the destination; the number may be a dual voice and fax number and needs to be switched to fax mode to receive faxes.

Remote Fax Aborted

A connection was established but during transmission the destination fax machine disconnected the call. This is caused due to:

  • A poor connection to the destination fax machine, or

  • The destination fax is connected to a VoIP (Internet phone) line.

Special Information No Circuit Detected tone

When sending the fax, a special tone indicating a number error was received.

πŸ“Œ Note: We recommend testing the number by calling from a landline to verify a fax tone. Alternatively, change the fax number.

Special Information Intercept tone

When sending the fax, a fast busy tone indicating an out of service number was received.

πŸ“Œ Note: We recommend testing the number by calling from a landline to verify a fax tone.

Failed Hangup: No loop current. (3)

When sending the fax, neither a ring tone nor an answer was received.

πŸ“Œ Note: We recommend testing the number by calling from a landline to verify a fax tone.

Recorded answer

When sending the fax, the destination number was answered by an automated attendant.

πŸ’‘ Tip: Contact the destination for a valid fax number.

Ringing, but no answer (T.30 timeout)

The fax number rings but isn't answered.

Failed Alerting No Answer

The fax number rings but isn't answered.

Unknown country code

Check fax number and resubmit, or contact the destination to confirm the fax number.

Special Information Vacant Code tone

The fax number is out of service.

πŸ“Œ Note: We recommend testing the number by calling from a landline to verify a fax tone.

Failed Hangup: No answer, T.30 T1 timeout. (11)

The fax number rings but isn't answered.

Network Error

If you dialed a local number, then it is invalid.

πŸ’‘ Tip: Contact the destination for a valid fax number.

Unallocated Number

The fax number is either out of service or can't be reached due to routing issues.

πŸ“Œ Note: We recommend testing the number by calling from a landline to verify a fax tone.

Toll Free Restricted Area

You are sending faxes to an 800 number that doesn't allow calls from your area.

πŸ’‘ Tip: Contact the destination for a valid fax number.

Unspecified

If none of the above reasons apply to a failed fax, then the failed reason is shown as Unspecified.

πŸ“Œ Note: If you do not see the fax failure reason listed above, check SRFax's system status page. Thie vendor's web site highlights any system-wide outages or maintenance.

πŸ’‘ Tip: You may need to troubleshoot with SRFax directly; you can reach them at (866) 554-0263 or via their website.

Updated June 22, 2022

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