GFI FaxMaker Online customers with an active subscription will be unable to receive inbound faxes if their fax number gives a voicemail message rather than the expected fax tone when dialed.
This article describes a possible cause and solution for this scenario.
This issue can occur when the fax number is ported out of GFI FaxMaker Online in which case the solution is to have the number ported back. Customers should confirm that there have been no requests from their organization to have the number ported out or advise if they believe this was an unauthorized porting request.
Number Porting issues should be taken up by the orders team, but customers are advised to initiate the process to have the numbers ported back to FaxMaker Online by opening a support request with GFI FaxMaker Online support to verify the fax number status and engage the server team to port the number back if necessary.
Support agents should follow these steps once the ticket is received and after confirming the issue:
- Check with the Orders team on email@example.com whether there are pending number porting requests for that number through a Side conversation in Zendesk.
- Escalate the support request to Concord for resolution. Refer to Opening a Support Case with Concord for important information on how and when to open the support case with Concord Premium Support.
- Inform the customer that you will update the ticket as soon as you receive feedback from the Server Team.
After receiving confirmation from the support team that the number has been ported back, verify that the number gives a fax tone when dialed and inbound faxes are now being received.