A customer has a fax line which is being used to receive faxes that we knew about. They are also decided to use a voice line to fax outbound. (Unknown to us). This is one of those situations where the customer is doing something on their own; they believe that it is perfectly fine, however…
In today’s telecom and technical world, we need to know AND customer’s need to know that there are too many provisioning variations due to all our technology. As a provider it is our responsibility to find out as much as possible, to ask questions so that customers share their ideas, thoughts and plans. If the customer does not share all information, there can be a problem. Is that our fault, not necessarily? However we need to do our best to gather all data.
For instance, if we put a customer on one provider with fax needs, that line may need to be compressed or uncompressed depending on certain criteria. If we know what line is going to be utilized as a fax, we can order it as such and the provider will do what needs to be done thus eliminating possible issues.
Communication is the key, even if you think you have a simple fax line.