RightFax Problems

Date Released: Thu, 17 November 2011 00:00 +0200

Users of the RightFax centralised faxing solution might have noticed that we've been experiencing ongoing, intermittent problems with incoming faxes.

About once every week and a half or so, RightFax decides not to accept incoming fax calls for about eight hours. It eventually recovers, but there does not seem to be anything we can do to accelerate the process. If we're unlucky, it happens during working hours.

We opened a support call with the Vox Amvia when the problem first surfaced. We've since escalated the matter twice but neither they nor OpenText (the product developer) have been able to provide a solution. We've been working OpenText through Vox to ensure they have the information they need to solve this. About a week ago we were informed that OpentText had finally managed to reproduce our problem and isolate the cause.  We're told that they are now working to fix it, but we haven't yet received that fix.

The fundamental problem seems to be interoperability between RightFax and the Nortel PBX that was installed last year. Whilst OpenText (the vendor) are trying to solve this, there is another potential solution. As you're probably aware from earlier posts, we'll be replacing the problematic Nortel PBX with an Avaya one.  As things currently stand, this process might occur before OpenText manage to produce a solution for the problem.  In a few weeks we'll likely reach a point where we're ready to migrate RightFax to the new Avaya platform, which may solve the problem as well.

In short, we're hoping to have this resolved within a few weeks.  In the mean time, our network monitoring system is keeping tabs on the situation and alerts us whenever the problem occurs.  This means that there's usually no need to report it to us.