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How to use an HP Fax Product with a Telephone Answering Machine (TAM)

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Introduction

HP all-in-one and fax products are designed to work with a telephone answering machine (TAM) on phone lines that receive both voice and fax calls. A TAM is not a voice mail service; a TAM is a physical device that can be setup following the correct guidelines below. If you are using a voice mail service, please follow the link HP All-in-One Product Family - Faxes Not Received With Voice Mail Service (bpu00395) for more information.
NOTE:If you have voice mail, call waiting or billing tone installed on your telephone system, please disable these features as they can interrupt fax communication.
HP products are designed to work with TAM. HP can not guarantee that all different brand and types of TAMs will work with your HP All-In-One Fax product due to dependency of the TAM’s design. Below are guidelines and recommendations for you to setup and configure your TAM with the HP fax product.

Basic information for setting up with a TAM

  • Verify that Auto Answer is enabled (the Auto Answer indicator light will be on).
    NOTE:Not all HP devices have an Auto Answer LED. Consult your user documentation on how to verify Auto Answer mode is set to ON.
  • Set the Rings-to-Answer setting on your HP product to a number that is at least two greater than the telephone answering machine setting. For example, if the telephone answering machine is set to answer on four rings, the HP product should be set to answer on six rings. See your HP product manual for information about how to change the fax settings for further details.
  • Verify that the Answer Ring Pattern setting is set to “ALL RINGS”.
  • When recording the outgoing message (OGM) on your telephone answering machine the voice portion should be at least 10 seconds long, but no longer than 20 seconds. Record 5 to 7 seconds of silence at the end of the voice portion of your outgoing message (total outgoing message length would be your voice message plus the additional 5 to 7 seconds of recorded silence). Consult the manufacturer's manual for specific instructions on recording and re-recording messages.
  • Make sure to record your OGM with minimal or no background noise as this can cause interference when the fax is eavesdropping on the TAM, causing the fax to not answer.
  • To see how to connect your TAM with your HP All-In-One Fax product for your country origin, please see HP All-In-One Fax Products – How to connect your HP Fax to an Analog line with other analog devices (c00293279)

How HP all-in-one or fax products work with a TAM

  1. When a call comes in, the TAM and HP fax product will ring. You will notice that the front panel displays “Ringing”.
  2. The TAM must answer the call before the AIO. Adjust the “Rings-to-Answer” settings on the TAM and AIO if necessary. Once the line has been picked up by the TAM the front panel of the HP fax will display “Phone off Hook”. The outgoing message begins to play, the HP fax product listens (eavesdrops) on the line for fax calling (CNG) tones from another fax machine.
  3. If CNG tones are detected, the HP fax product will take over the call from the TAM. You will notice the front panel displays “Connecting”. If tones are not detected, the TAM will record the message.
    NOTE:If a person answers the call, and it is an incoming fax (CNG tones will be present), wait for the HP fax product to react to the CNG tones, then hang up the phone. This will only work if auto answer is turned on.

Possible issues when using a TAM

HP fax is not ringing when a call is incoming or “Ringing” not displayed on the HP Fax

  • When a fax call comes in, the HP Fax display should indicate “Ringing” then should change to “Phone-Off-hook” after the TAM picks up the line. This display change may take several seconds on the HP Fax. If the HP Fax cannot detect a ring signal, then it will not eavesdrop on the phone line when the TAM answers. So having the correct “answer ring pattern” setting is important as is getting a proper ring signal from the phone company or PBX. However if the “answer ring pattern” is correctly set (set to ALL RINGS by default), and the HP device is still unable to detect a ring, then contact your phone service provider for help.
  • Using extra telephone splitters, telephone extension cables, and/or not using the original HP telephone cable supplied with your unit may cause a decrease in ring signals. Make sure that you disconnect all of these peripherals and use the HP Fax cable supplied with your unit, and try to receive a fax.

Fax is not responding to Fax Calling Tones (CNG)

  • If the HP Fax is having a hard time detecting fax calling tones, this could be caused by too many devices (phone equipment) sharing the phone line; or the use of splitters. Remove all equipment (except the TAM, and Filters if on ADSL) so that the ONLY TWO devices on the wall jack are the TAM and the FAX unit. By reducing possible interfering devices this could eliminate the cause of failure.
  • The HP Fax will eavesdrop for fax calling tones when the display indicates “Phone Off-Hook”. You may need to adjust the outgoing message (OGM) on your TAM to allow for these fax calling tones to be detected by the AIO (requires at least 7 seconds). The voice portion of your outgoing message should be at least 10 seconds long, but no longer than 20 seconds. Record 5 to 7 seconds of silence at the end of the voice portion of your outgoing message (total outgoing message length would be your voice message plus the additional 5 to 7 seconds of recorded silence). This can provide enough “silent time” for the fax to detect fax tones.
  • The Ring Equivalency Number (REN) is useful to determine the quantity of devices allowable to connect to a telephone line and still have all devices ring when the number is called. Too many devices on one line may result in failure to ring in response to an incoming call. In most areas, the sum of the REN of all devices should not exceed four. Contact the local telephone company to determine the maximum REN for your area. The REN for the HP fax product is indicated on the device.
  • Using extra telephone splitters, telephone extension cables, and/or not using the original HP telephone cable supplied with your unit may cause a decrease in ring signals. Make sure that you disconnect all of these peripherals and use the HP Fax cable supplied with your unit, and try to receive a fax.

Front Panel Displays “Phone Off Hook” and the HP fax product does not pick up fax calls from another device connected

The front panel message “Phone off Hook” means that the fax senses another telecommunication device has answered a call or the line is in use. Please click on this link Troubleshooting 'Phone Off Hook' Front Panel Messages (buu01832) for further help.

HP FAX not picking up a fax from the TAM

Sometimes the HP fax product may not detect CNG tones when eavesdropping from the TAM. This maybe due to the fact that the HP fax is faulty, the configuration is not set correctly or the HP fax product may not be compatible with the TAM.
To determine if your fax unit can eavesdrop into the line, please do the following:
  1. Make sure you have configured your HP fax product correctly (Basic information for setting up with a TAM ).
  2. Disconnect the TAM from the line and connect a standard telephone in place of the TAM.
  3. Get a friend to send you a fax.
  4. When the fax and telephone rings, pick up the receiver on the telephone before the rings to answer on the fax. For example: If the fax is set to 6 rings to answer, make sure you pick up the receiver on the telephone before 6 rings.
  5. Make sure the front panel reads “Phone off Hook
  6. Wait and allow the fax to take over the fax call from the telephone as it should eavesdrop on the telephone and hear CNG tones.

Fax kick-in voice calls

The main reasons is to why the HP fax product may pick up calls from a TAM or telephone is that the outgoing message (OGM) or voice conversation may have a high tone pitch, thus resulting the fax to detect a false CNG tone. The high tone pitch maybe recorded from the remote end or the destination end. False CNG tones maybe resulted from the type of telephone or TAM equipment that is connected with your fax unit.
Please ensure that the Outgoing Message (OGM) does not have any background noise or disturbance, as this may result in false CNG tone detection. Also, make sure you speak in a clear, loud voice when recording your Outgoing Message. Please click on this link Calls Are Interrupted by Fax Tones (bpu00547) for further help.

Use of Silent detect

Some older, silent-type fax machines do not emit a CNG tone when calling another fax. They only operate on dedicated phone lines and wait for the receiving fax to answer and signal with a tone. Since there are no CNG tones present on the line, the HP fax product is never activated to receive the fax. For an HP fax product to receive a fax from an older, silent fax machine when using with a TAM, turn Silent Detect on. When Silent Detect is on, the HP fax product will listen for either CNG tones or three seconds of silence during the eavesdrop period. If three seconds of silence is detected, the HP fax product will take the call and try to establish communication.
NOTE:Using Silent Detect increases the possibility of voice messages or calls being interrupted by the HP fax product. Since the number of older silent-type fax machines still in use is very small, Silent Detect should be enabled only if faxes from older silent-type fax machines are expected.
If the above does not work, please click on the link Contact HP at the top of the page.

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