FAX Support - Why are incoming Faxes going to my extensions fax inbox, but not being received on my Analog fax machine?

If you are receiving incoming faxes in your analog fax extensions fax inbox, instead of your analog fax machine, it is because the system is not configured properly. To receive incoming faxes over a PRI and have them pass through to an analog fax machine that is connected to the Switchvox by an FXO or FXS card then follow the steps in this article.

1. Make sure your fax machine has an analog extension in the Switchvox and is hooked up to the correct channel of the Analog card.

2. Navigate to Setup-Incoming Calls and find the Incoming DID Route for your fax number. 

3. Click the Modify button to access the Incoming DID Route settings for your fax number.

4. Select Voice Calls for the Incoming Call Type and make sure that the correct analog extension number is set for the Extension to Route Call setting.

5. Click the blue Save Single DID Route button to save the settings.

6. Now Navigate to Setup-Channel Groups.

7. Click the Modify button for your PRI T1 B Channel to access the PRI T1 B Channel Settings.

8. Click the Hide Advanced Group Options button and select Show Advanced Group Options.

9. Scroll down to the bottom of the Advanced Group Options and set the Fax Detection setting to No.

10. Select the blue Save Channel Group button at the bottom of the page to save the settings. This will drop any current calls on the server.

11. Now repeat Steps 7-10 for your PRI T1 D Channel Group, and your FXO, or FXS Channel group that is for your Analog fax machine. This will allow the fax to come into the system over the PRI and pass through over the analog card to the fax machine.

12. Now make sure the fax machine power is on and send a test fax to your fax DID number. The fax should now be received on your fax machine, not the extensions fax inbox.