Overview
Sending multiple simultaneous faxes results in the outbound faxes staying in "Busy" status which then changes to "Failed" after the retry attempts have been exhausted.
Solution
According to FaxMaker Online Error String Explanations, Busy status indicates that the called number (phone line) is already in use or engaged.
Fax machines that do not accept multiple faxes at the same time will experience this problem when a new fax is sent to the same number while the line is already in the process of receiving/downloading another fax. Such a fax machine must finish downloading all the pages for an incoming fax before the line can become available for the next fax to be answered.
By default, FaxMaker online attempts three times at an interval of five minutes to send an outbound fax before the status changes to "Failed".
It is possible for this default number of retries to be extended in order to reduce the failure rate on outbound faxes experiencing busy signals.
Customers facing this issue can submit a support request for further assistance from the Server team and await feedback.
<supportagent>
Support agents should follow these steps once the ticket is received:
- Escalate the support request to Concord to increase the delivery attempts for the customer account. 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.
</supportagent>
Testing
Once the delivery attempts are increased, this should considerably reduce the outbound failure rates for situations where the bottleneck was caused by the inability of the fax recipient to receive simultaneous inbound faxes.