Cleo Streem Business User Guide · the TO name, the SUBJECT, and the FROM name, by including a...

Cleo Streem® Business User GuideVersion 7.0

January 2015

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Cleo4203 Galleria DriveRockford, IL 61111 USAPhone: +1.815.654.8110Fax: +1.815.654.8294Email: [email protected]

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© 2003-2015 Cleo. All rights reserved.

All marks used herein are the property of their respective owners.

Contents

Chapter 1: Introducing Cleo Streem®................................................................... 5Technical Support................................................................................................................................................. 5

Chapter 2: Setting up users.....................................................................................7About roles and permissions................................................................................................................................ 7Add a user.............................................................................................................................................................7Update a user........................................................................................................................................................ 8Searching the user list.......................................................................................................................................... 8About cover page templates................................................................................................................................. 9

Using a file attachment as a cover page template................................................................................... 9Creating a cover page template................................................................................................................9

Chapter 3: About error codes and troubleshooting............................................11Final Call Status Results.................................................................................................................................... 11Dialogic Brooktrout hang-up codes................................................................................................................... 13Troubleshooting FAQ......................................................................................................................................... 17

5

Chapter

1Introducing Cleo Streem®

Cleo Streem® is a Microsoft Windows-based fax processing platform that provides a complete range of advancedvoice/fax capabilities, including:

• Fax/email integration - allows you to send a fax via email using Microsoft Exchange, Lotus Notes, GroupWiseand any SMTP compliant email system.

• Fax messages - allows you to fax the same document to multiple destinations or multiple documents to multipledestinations.

• Fax from print driver - allows you to send a document to a fax destination as if you were sending it to a printer.• Support for faxing from MFPs - allows you to use Cleo Streem to process faxes originating from MFPs (Multi

Function Printers.)

System monitoring and operation are handled centrally, from anywhere on the network, using the Cleo Streemgraphical user interface.

Technical SupportA support subscription is required to work with a Cleo technical support analyst. You can find information on Cleosupport options at: http://www.cleo.com/vltradersub and http://www.cleo.com/harmonysub .

For a detailed description of Cleo’s support services, visit www.cleo.com/documents/SupportServices.pdf.

For quick reference, visit the following our technical support web page: http://www.cleo.com/support/.

For Cleo Streem support, visit http://www.cleo.com/support/byproduct/streem/streemsupport.php

To request technical support:

• Use the request form at: http://www.cleo.com/support/request.php• Call the automated support line at 1-866-444-CLEO(2536) or 1-815-282-7894.

Cleo Technical Support is available from 8am - 5pm CST, Monday through Friday and is handled on a callback basis.Requests are handled in the order they are received. The Cleo automated support line or web form will collect yourinformation and your request for support will be placed in our callback queue.

To ensure your support process goes quickly and smoothly, note where you are in the setup or installation process.Also, note any diagnostic measures taken.

http://www.cleo.com/vltradersub

http://www.cleo.com/harmonysub

http://www.cleo.com/documents/SupportServices.pdf

http://www.cleo.com/support/

http://www.cleo.com/support/byproduct/streem/streemsupport.php

http://www.cleo.com/support/request.php

7

Chapter

2Setting up users

A Cleo Streem user is a person who can send faxes through Cleo Streem. You use the Cleo Streem Notify admin toolto create, modify, and delete Cleo Streem users. In addition, you can synchronize your list of Cleo Streem users withyour LDAP directory.

General info about users:

• Users with an Admin role can edit any user. Users with a User role can view their own info.• You can change active users to inactive if the user was added to the system manually (as opposed to added via

LDAP synch.) If the option is grayed out, it means the user was added via LDAP synch and must be disabled fromwithin LDAP.

• When you "delete" a user, the user actually becomes "inactive."

About roles and permissionsYou can assign roles to users in Cleo Streem Center.

In Cleo Streem, you assign permissions through the use of roles. Roles are sets of permissions bundled together tomake it easier to enable users to do their jobs. The following is a summary of roles you can assign to users in CleoStreem.

Role Role Code Description

System Administrator 1 Can manage all Company User Pages

User 2 Can send broadcasts and see onlytheir own page.

Company Administrator 3 Can manage User Pages for onlytheir own company.

Company Executive 4 Can only view reports from theirown company.

System Executive 5 Can only view reports, but from allcompanies.

Denied 0 User has no permission to use thesystem at all.

Add a userLog in as user with an admin role to add users.

8 | Business User Guide

Setting up users

1. If necessary, log in as an user with an Admin role.2. Click the Admin toggle to the admin-only portion of Cleo Streem.3. Click User Manager > Users > Add.4. Select a company and click Continue.

The Add User page displays.5. Enter information about the user and then click Submit.6. Do any of the following:

• Click Update for one of the users listed to display information for that user.• Click Manage for one of the users listed to display lists of recipients and distribution lists owned by that user.

7. Edit user information or list informaiton and then click Submit.Your updates are saved.

8. Close the update window.

Update a userLog in as user with an admin role to update users.

1. If necessary, log in as an user with an Admin role.2. Click the Admin toggle to the admin-only portion of Cleo Streem.3. Click User Manager > Users.4. Enter values in one or more fields and then click Search to search for users that meet the criteria you entered.

Alternatively, you can click Search without entering any criteria to return a list of all users.Cleo Streem displays a list of users that match the criteria you specified.

5. Do any of the following:


6. Edit user information or list informaiton and then click Submit.Your updates are saved.

7. Close the update window.

Searching the user list

1. If necessary, log in as an user with an Admin role.2. Click the Admin toggle to the admin-only portion of Cleo Streem.3. Click User Manager > Users > Search.

The Search Users page is displayed.4. Enter values in the fields on which you want to base your search and then click Search.

A list of users matching the criteria you entered is displayed.5. Do any of the following:


Cleo Streem® | 9

Setting up users

About cover page templatesYou can create and store cover page templates for Cleo Streem users to use when they send faxes.

A cover page template is a rich text format (.rtf) document. Most word processing applications allow you to save.rtf. Because .rtf format preserves document formatting elements, the template can include any features that areavailable with your word processor, such as graphics, a variety of fonts, and formatted text.

You can use specially named file attachments as cover page templates. You can also create your own custom coverpage templates on a per company, per department, and per user basis.

When you use a cover page template as part of a message, Cleo Streem looks for the cover page template in thefollowing order:

• an attachment with a filename prefix of _SCCP_• a personal cover page• a department cover page• a company cover page• the system default cover page

The default cover page template is \StreemCenter\Documents\defaultcover.rtf.

Using a file attachment as a cover page templateYou can attach an existing file to an email you want to send as a broadcast message and designate that attached file asthe cover page template.

To use a file attachment as a cover page template, you save the file with the special prefix, _SCCP_ and attach it tothe email.

For example, if you attach a file named _SCCP_My_Cover_Page.rtf to an email message, the attachment isused as the cover page template for that message.

Creating a cover page templateUse a word processor or text editor to create an .rtf file to use as a cover page template.

When you create a cover page template, you specify where you want to place variable cover page information, such asthe TO name, the SUBJECT, and the FROM name, by including a code, like a mail merge field name. When you usethe cover page in a broadcast, Cleo Streem replaces the codes with the appropriate information drawn from systemparameters and from broadcast options you have specified. The codes themselves are not shown on the faxed coverpage.

Use the following codes when you create a template document. All of these codes are optional, though typically therecipient's name and the date are always included. Be sure to type the curly braces, { }, around each code.

• {Attention} - Replaced with the recipient’s name, commonly referred to as the TO name.• {Date} - Replaced by the current system date, in the following style associated with the time/date information

associated of the Cleo Streem computer.• {FaxNumber} - Replaced by the destination fax number.• {From} - Replaced by the fax sender’s name. Be aware that this may be expanded to several lines of text.• {Notes} or {Note} - Replaced by notes you want to include on the cover page.• {Subject} - Replaced by the subject of the fax.• {Time} - Replaced by the current system time in 24-hour clock style, for example: 17:35.


Setting up users

Cover page template design tips

Here are some things to keep in mind as you work with your cover page template.

• To replace the default cover page template, replace the file, \StreemCenter\Documents\defaultcover.rtf.

• Some parameters such as {Attention} and {Notes} can be replaced by several lines of text, depending on how youspecified this information when preparing the fax.

• Leave enough room for the amount of information you want to include on the cover page. Any text below theinformation already filled in will be moved down the page.

If the layout of the template is simple and there is plenty of room at the bottom of the page, this might beacceptable. If not, the parameter codes can be placed within text boxes, called constrained text boxes with someword processors. Text boxes are usually available from the word processor’s drawing menu, and they can be madeinvisible with many word processors. By putting a code in a constrained text box, the associated information willbe limited to that amount of text that can fit in the box. Some of the text might be cut off, but the page layout willremain intact.

• Send a test fax to yourself to review your cover page formatting.

11

Chapter

3About error codes and troubleshooting

Cleo Streem provides error codes to help you understand and diagnose issues with your system

Final Call Status Results

Code Description Comments

301 Normal busy; remote end busy (off-hook). Busy signal received after the maximumnumber of retries. Resend the fax at a latertime.

302 Normal busy; remote end busy (off-hook). Used instead of301 in certain countries.

Busy signal received after the maximumnumber of retries. Resend the fax at a latertime.

303 Reorder or fast busy; indicates that telephone companytrunk lines are busy; on PBXs, indicates no availableoutside lines.

No available outside lines. Try dialing thenumber from another phone. If this works,contact your support team to assist helpcheck for problems with the line.

304 Recall dial tone detected; signal generated when callinganother party while already connected to one or moreparties (for example, conference calling, call waiting).

Number dialed is not a fax number. Trydialing the number from another phone toverify the number is a fax number.

305 Confirmation tone; automated equipment acknowledgessuccessful completion of caller requested feature (forexample, call forwarding). This is not G2 confirmationtone (CFR2).

This indicates there is a problem withthe line, switch, or card. Try dialing thenumber from another phone to verify thenumber. Contact your support team.

306 This result is reserved and should never occur. Contact your support team.

316 Answer (probable human) detected; does not match anyother expected call progress signal patterns.

317 Remote end answered call; can occur immediately aftera break in the ring-back cycle; like HUMAN, does notmatch any other call progress signal patterns, but ismarked by silence.

Number dialed is not a fax number. Trydialing the number from another phone toverify the number is a fax number.

318 Dial tone detected; usually indicates the dialing sequencedid not break dial tone.

This occurs when you did not access anoutside line. Could be an invalid numberor dialing configuration in Cleo Streem.


About error codes and troubleshooting

Code Description CommentsVerify the number is correct. Contact yoursupport team.

324 In VOICE mode, after dialing, no signal detected duringthe silence timeout. In ANSWER mode, no fax CNG tonedetected after answering a call.

Try dialing the number from another phoneto verify the number is a fax number. Couldbe a problem with the line, switch, or card.Contact your support team.

325 Indicates the remote end was ringing but did not answer. Infax mode, this result occurs after the ced_timeout (default:40 secs) has expired and the line continues to ring (Youcan adjust the value of these time-out parameters in thebtcall.cfg configuration file).

No answer. Try dialing the number fromanother phone to verify the number is a faxnumber.

326 Group 2 fax machine detected; remote machine is capableof sending and receiving G2 facsimiles only.

This is a problem with the line, switch, orcard. Contact your support team.

327 Intercept tone detected; remote end originating failure;invalid telephone number or class of service restriction.With the ISDN TR1034, this can also indicate a datalinkmis-match (ptp or pmp).

Possible bad number or phone service isdown. Try dialing the number from anotherphone to verify the number is a fax number.If number is a valid fax number then itcould be a problem with the line, switch, orcard. Contact your support team.

328 After dialing the number, no energy detected on the linefor the wait_for_ced time-out period; possible dead line.

The line is down. Try dialing the numberfrom another phone to verify the number isa fax number. Contact your support teamfor additional assistance.

329 Vacant tone detected; remote originating failure; invalidtelephone number.

Possible bad number. Try dialing thenumber from another phone to verify thenumber is a fax number.

330 Reorder tone detected; end office (PBX) or carrieroriginating failure.

Possible problem with the line coming intothe Server. This will normally be a fastbusy signal. Try dialing the number fromanother phone to verify the number.

331 No circuit detected; end office or carrier originatingfailure, possible dead line.

No line is detected which could be aproblem with the line, switch, or card.Contact your support team for additionalassistance.

339 Fax machine detected; usually a fax CED tone, but alsofax V.21 signals when the remote machine does not send aCED tone before it sends the fax protocol information.

Called a fax machine but it did not send theproper protocol. Could be a problem withthe fax machine that is receiving the fax.Resend the fax.

340 An error occurred due to an unknown cause Error is unknown. Resend the fax. If it failsagain contact your support team.

348 By enabling call progress on an ISDN D channel, one ofthe following values is in the second byte of the FIFObuffer:

Problem with the line or switch. Contactyour support team.

Cleo Streem® | 13


Code Description Comments• 4: CALL_PROCEEDING: Call is proceeding

normally.• 5: CALL_ALERTING: Ringback detected; remote end

is ringing.• 6: CALL_CONNECTED: Call is connected.• 7: CALL_DISCONNECTED: Call was disconnected.

349 Indicates that a call collision occurred on the ISDN line. Indicates there is a call going out on thesame line as a call coming in. Problem withthe line or switch. Contact your supportteam.

Dialogic Brooktrout hang-up codesHang-up codes identify and provide a description of disconnections that have occurred

The hang-up codes are grouped according to classification (usually by T.30 protocol phase) and provide code valuesin decimal format. Code types described below include:

• Call Placement Codes• Transmit Phase A Codes• Transmit Phase B Codes• Transmit Phase D Codes• Receive Phase B Codes• Receive Phase D Codes• Phase C Codes• Miscellaneous Codes• API-Created Codes

Call placement codes

Value Hang-up Code Description

0 HNG_NORMAL_XMIT Normal and proper end of connection. While thisis considered by the firmware to be a successfulfax transmit result if it occurs in conjunction withBT_STATUS_ERROR_HANGUP it still indicates thatan error has occurred.

1 HNG_RNG_DET Ring detected without a successful handshake.

2 HNG_ABORT Call Aborted.

3 HNG_NO_LOOP_CURRENT No loop current or A/B signaling bits.

4 HNG_ISDN_DISCONNECT ISDN disconnection.



Transmit Phase A Codes


11 HNG_T1_TIMEOUT No answer T.30 T1 timeout.

Transmit Phase B Codes


20 HNG_XMITB_TIMEOUT Unspecified transmit Phase B error.

21 HNG_XMITB_NORM Remote cannot receive or send.

22 HNG_XMITB_MISC COMREC error Phase B transmit.

23 HNG_XMITB_COMREC_VCNR COMREC invalid command received.

24 HNG_XMITB_SE RSPREC error.

25 HNG_XMITB_DCS_FTC DCS sent three times without response.

26 HNG_XMITB_DIS_FTC DIS/DTC received three times; DCS not recognized.

27 HNG_XMITB_TRAINFAIL Failure to train.

28 HNG_XMITB_RSPREC_VCNR RSPREC invalid response received.

29 HNG_XMITB_COMREC_DCN DCN received in COMREC.

30 HNG_XMITB_RSPREC_DCN DCN received in RSPREC.

33 HNG_PHASEB_INCOMPAT_FMT Incompatible fax formats, for example, a page widthmismatch.

34 HNG_XMITB_INVAL_DMACNT Invalid DMA count specified for transmitter.

35 HNG_XMITB_FTM_NOECM Binary File Transfer specified but ECM not enabled ontransmitter.

36 HNG_XMITB_INCMP_FTM Binary File Transfer mode specified but not supported byreceiver.

37 HNG_XMITB_INCMP_EFF Remote does not support EFF page options required byhost.

38 HNG_XMITB_NOEFF Remote does not support EFF page coding.

Transmit Phase D Codes


40 HNG_XMITD_RR_NORES No response to RR after three tries.

41 HNG_XMITD_CTC_NORES No response to CTC or response was not CTR.

42 HNG_XMITD_T5TO_RR T5 time out since receiving first RNR.

43 HNG_XMITD_NOCONT_NSTMSG Do not continue with next message after receiving ERR.

44 HNG_XMITD_ERRRES_EOREOP ERR response to EOR-EOP or EOR-PRI-EOP.

Cleo Streem® | 15



45 HNG_XMITD_RTN_DCN Transmitted DCN after receiving RTN.

46 HNG_XMITD_PPR_EOR EOR-MPS, EOR-EOM, EOR-NULL, EOR-PRI-MPS, orEOR-PRI-EOM sent after fourth PPR received.

51 HNG_XMITD_SE RSPREC error.

52 HNG_XMITD_MPS_FTC No response to MPS repeated three times.

53 HNG_XMITD_MPS_VCNR Invalid response to MPS.

54 HNG_XMITD_EOP_FTC No response to EOP repeated three times.

55 HNG_XMITD_EOP_VCNR Invalid response to EOP.

56 HNG_XMITD_EOM_FTC No response to EOM repeated three times.

57 HNG_XMITD_EOM_VCNR Invalid response to EOM.

60 HNG_XMITD_RSPREC_DCN DCN received in RSPREC.

61 HNG_XMITD_PPSNULL_NORES No response received after third try for PPS-NULL.

62 HNG_XMITD_PPSMPS_NORES No response received after third try for PPS-MPS.

63 HNG_XMITD_PPSEOP_NORES No response received after third try for PPS-EOP.

64 HNG_XMITD_PPSEOM_NORES No response received after third try for PPS-EOM.

65 HNG_XMITD_EORNULL_NORES No response received after third try for EOR-NULL.

66 HNG_XMITD_EORMPS_NORES No response received after third try for EOR-MPS.

67 HNG_XMITD_EOREOP_NORES No response received after third try for EOR-EOP.

68 HNG_XMITD_EOREOM_NORES No response received after third try for EOR-EOM.

Receive Phase B Codes


70 HNG_RCVB_TIMEOUT Unspecified receive Phase B error.

71 HNG_RCVB_SE RSPREC error.

72 HNG_RCVB_MISC COMREC error.

73 HNG_T2_PNOTREC T.30 T2 timeout expected page not received.

74 HNG_RCVB_T1_TIMEOUT T.30 T1 timeout after EOM received.

75 HNG_NORMAL_RCV DCN received in COMREC. While this isconsidered by the firmware to be a successfulfax receive result if it occurs in conjunction withBT_STATUS_ERROR_HANGUP it still indicates thatan error has occurred.

76 HNG_RCVB_RSPREC_DCN DCN received in RSPREC.

77 HNG_T2_TIMEOUT T.30 T2 timeout expected page received.




78 HNG_RCVB_INVAL_DMACNT Invalid DMA count specified for receiver.

79 HNG_RCVB_FTM_NOECM Binary File Transfer specified but ECM not supported byreceiver.

Receive Phase D Codes


101 HNG_RCVD_SE_VCNR RSPREC invalid response received.

102 HNG_RCVD_COMREC_VCNR COMREC invalid response received.

103 HNG_RCVD_T3TO_NORES T3 timeout; no local response for remote voice interrupt.

104 HNG_RCVD_T2TO T2 timeout; no command received after respondingRNR.

105 HNG_RCVD_DCN_COMREC DCN received for command received.

106 HNG_RCVD_COMREC_ERR Command receive error.

107 HNG_RCVD_BLKCT_ERR Receive block count error in ECM mode.

108 HNG_RCVD_PGCT_ERR Receive page count error in ECM mode.

109 HNG_RCVD_EOR EOR received in phase D.

110 HNG_RCVD_RNRTO Timeout while repeating RNR.

Phase C Codes


150 HNG_RCVC_EOL_TIMEOUT No EOL received in a 5-second period.

151 HNG_RCVC_BAD_MMR Bad MMR data received from remote.

Miscellaneous Code


240 HNG_INTERRUPT_ACK No interrupt acknowledgetimeout.

241 HNG_COMM_FAULT Loop current still present while playing recorder toneafter timeout.

242 HNG_T30_HOLDUP T.30 holdup timeout.

243 HNG_HOLDUP_DCN DCN received from host in receive holdup section forFAX PAD mode.

244 HNG_HOLDUP_DCN_NON_FPAD DCN received from host in receive holdup section fornon-FAX PAD mode.

Cleo Streem® | 17


API-Created Codes


500 HNG_ERROR_INTERRUPT An error interrupt occurred indicating a problem with thechannel too severe to continue.

501 HNG_INTERRUPT_OVERRUN The application was unable to process incominginterrupts/commands fast enough and information waslost. See LINE_INTR_OVERRUN in Macros section ofVolume 1, Chapter 6.

502 HNG_UNEXPECTED_IRSDONE The channel generated an unexpected 03 (reset done)or 7F interrupt indicating the existence of a firmware orhardware problem.

503 HNG_IOCTL_ERROR An API command to the driver returned an errorindicating that the driver or the operating systemdetected an error.

504 HNG_OVERLAY_DLOAD_ERR Error reported at termination of fax overlay download.

505 HNG_MAX_TIMEOUT Maximum timeout exceeded. This code occurs when theuser configuration file parameter max_timeout has beenenabled and the specified timeout has expired

Troubleshooting FAQ

Problem: I didn’t receive my confirmation. Did my fax go through?

Solution: Cleo Streem has two separate processes for handling faxes and confirmations. It is possible that the faxhas been sent, and that only the process that sends the confirmation failed. Under normal circumstances, you shouldalways receive a confirmation. To verify that your fax was successful, go to the Cleo Streem Reporting web pages athttp://<STREEM_SERVER_NAME>/streemalert/status.php. Contact your Cleo Streem Administratorif you need the name of the Cleo Streem server.

Problem: Where can I find copies of my faxes in case I need to reprint one?

Solution: Copies of all inbound faxes are kept in <STREEM_FOLDER>\Documents\Inbound where<STREEM_FOLDER> is the path to the Cleo Streem installation. Note the following:

• You will have to work with your Cleo Streem Administrator, Cleo Support, or both to gain access to this folder.• The date and time on the fax will match the date and time of the corresponding file in this folder.• Files are retained in this folder only for a fixed number of days. The default is three days, however, it may be

different at your location. To inquire about or change this default, contact your Cleo Streem Administrator.

Problem: I see an error that says, “get optout” in the Event Monitor. Is my server still working?

Solution: Yes, your server is still working. Cleo Streem is required, by Federal Law, to put an “opt-out” numberon every fax. This number must be set-up by the customer and configured within Cleo Streem. If this setting isblank, Cleo Streem prints out a warning message in the Event Monitor for every outgoing fax. However, faxing willcontinue as normal.



Problem: Outbound faxes aren’t going out, what should I do?

Solution: There are several possible causes:

• All outbound faxing is down:

• Make sure Cleo Streem is running.• Make sure all Cleo Streem “job” processes are running, including the following:

• job_alert.exe• job_prepare.exe

• Make sure ports are enabled in Cleo Streem.• Make sure the Cleo Streem Fax printer exists and is set as the default.• Check to see if there is an actual job corresponding to the fax in the Cleo Streem system. If not, then the fax is

not making it to Cleo Streem.• If there is a job in the system, look at its current status. Here are the possible values for status:

Code Status Comments

10 Adding

12 Submitted Job was successfully submitted and should beprocessed by Cleo Streem Center

20 Preparing Job is being prepared by Cleo Streem Center

25 Prepared

40 Ready Destinations are ready to be sent for this job

60 Holding

65 Routed

70 Sending Primary Fax transmission is in progress

75 Sending Secondary

90 Telex

95 Purged (Marked for Deletion)

100 Completed Jobs with status > 100 are considered complete andshould generate a confirmation

110 Error

120 Canceled

130 Failed

140 Aborted

200 Completed-VM

• Outbound desktop faxing is down:

• Check if the Cleo Streem Fax-Outbound workflow is enabled.• Check if the Cleo Streem SMTP Server is running.

1. Use Windows Control Panel to view a list of services

Cleo Streem® | 19


2. Check the list of services for Cleo Streem SMTP Server, and make sure its status is Started.• Check if the Cleo Streem “Connector” is setup properly on your mail server.

• Outbound Xerox faxing is down:

• Check if the Cleo Streem Xerox Parser is running. If it is running, it displays an icon in the Windows systemtray.

• Make sure that the Xerox device(s) are able to deliver scanned files to Cleo Streem. These files are delivered inthe folder <STREEM_FOLDER>\ftp\in. If no files are getting there:

• Make sure that the IP address and/or hostname for the Cleo Streem server has not changed.• Make sure that the FTP username and/or password for the Cleo Streem server has not changed.• Make sure that other settings for FTP/repository locations are setup correctly for Network Scanning or Server

Fax on the Xerox device.• Make sure that the Xerox device is connected to the network and working properly in other ways.

Problem: Inbound faxes aren’t coming in, what should I do?

Solution: Let’s look at different cases again:

• All inbound faxing is down:

• Check if Cleo Streem is running.• Check if ports are enabled in Cleo Streem.• Check if the Cleo Streem Fax-Inbound workflow is enabled.• Check if there are error messages in the Event Monitor.

• Inbound desktop faxing is down:

• Make sure that the IP address and/or hostname of your email server – which Cleo Streem uses to deliver faxesvia email – has not changed and responds to a ping command from the Cleo Streem server.

• Inbound Xerox faxing is down:

• Make sure that the IP address and hostname of your email Xerox devices have not changed and respond to aping command from the Cleo Streem server..

• Make sure that the Xerox device(s) effected are turned on and not having other problems.

Problem: My Xerox device isn’t printing faxes, what should I do?

Solution: Make sure that:

• The Xerox device has paper, and is not having other problems.• The IP address for the device is defined correctly within Cleo Streem. You can check this by going to the

appropriate web page under Cleo Streem Alert administration.• Make sure you are looking for the fax on the correct Xerox device i.e. the inbound number is assigned to this

Xerox device.

Problem: A person called me and said they sent me a fax, but I did not receive it. How can Idetermine whether it was delivered or not?

Solution: You can use the Cleo Streem reporting web pages to verify whether a fax was received by Cleo Streemor not, and if so, for which number. In addition, your Email Administrator can help determine whether an email,containing the fax, was delivered to you.



Problem: Why do I get failures on numbers that I send to?

Solution: Make sure that the numbers that are failing are valid fax numbers. Look carefully at the error code/description you are getting in the confirmation email. Are you getting the same error code for all your failures? Ifthis doesn’t help, report the error codes to your Cleo Streem Administrator or Cleo Support. If you have attachments,open the attachment and print the attachment before submitting the fax to make sure the document doesn’t generatea dialog box (i.e. document is larger than the printable margins, which opens a dialog box that needs to be clickedon before it finishes processing, document is able to be opened and not corrupt). If you see an error related to thedocument, fix it before submitting it. This will help make sure your broadcasts are successful and trouble-free

Problem: Why are my faxes not printing correctly, for example the print out shows the fax cut inhalf?

Solution: Look at the TIFF file received by Cleo Streem. If that file looks the same as what is being printed, have thesender re-transmit the fax. In case the received file looks fine, please check the size (height x width) and the papersize it is being printed on. Do these sizes match?

Problem: Why am I not receiving a job completion email?

Solution: You will not get the confirmation email until the job is complete. If you think the job is taking an unusuallylong time, see problem and solution for outbound faxes not going out.

Problem: Why am I receiving duplicate faxes?

Solution: Verify that the information was not faxed to you multiple times. Report duplicate fax problems to CleoSupport.

Problem: I always reply to the email when I get a fax and I don’t get an email back?

Solution: You cannot and should not reply to the fax-email sent from Cleo Streem, as we use an “auto” e-mailaddress as the sender for these emails. Instead, you can forward these emails.

Problem: Why is my fax double-sided?

Solution: Some Xerox devices, such as WorkCentre 7665, have a firmware problem where they default to printingfaxes in double-sided mode. There is a patch that resolves this issue. Please contact your Xerox Analyst and havethem check their SPAR database for the firmware upgrade for the device.

Problem: My job is stuck in Job Status. Why is it not going out?

Solution: Please refer to the above problem and solution for outbound faxes not going out.

Problem: Why can't I dial an international number?

Solution: Please check with your long-distance phone company to see if they are blocking international numbers.Cleo Streem does not treat international numbers in a special way. Also, your Cleo Streem Administrator or CleoSupport can make sure that number normalization is set-up properly for international dialing.

Problem: How do I determine if Cleo Streem is running?

Solution: Make sure your T1 connection is functional and that all of the Cleo Streem processes shown below arerunning.

Cleo Streem® | 21


Problem: I receive a conversion timeout (.pdf) when sending a fax from my desktop. How can I fixthis?

Solution: Verify the PDF attachment is not password protected or corrupted. Also, verify that Adobe Reader(installed on Cleo Streem Server) is not set to automatically update as this will cause conversion errors. Additionally,you can end any Adobe processes in the Task Manager under processes.

Problem: I am receiving a conversion time out (.tiff) when sending a fax from my desktop. How canI fix this?

Solution: Open Windows Explorer on the fax server and go to Streem\Documents. Look at the tiff files – right clickthe tiff file and click print. It should be sent to the Cleo Streem Fax printer. Open Streem\Converted and open theconverted .tif there. If the tiff file associations are working, this should be the same document you just right-clicked and printed. If it isn’t and there isn’t an icon associated with the tiff file, open Microsoft Office DocumentImaging and go to Tools > Options > Other and click the Reset button to set tiff file associations back to thisprogram. You can right-click print to check that other document types such as pdf, bmp, jpg, doc, etc. are printingproperly as well.

Problem: I am getting a conversion error when sending an Office document as a fax attachment.The error says conversion timeout (.docx). How can I fix this?

Solution: This error generally indicates that users are sending newer Office 2007 documents and the Cleo Streemserver is running an older version of Office such as 2003 and there is no file association for this document type on theserver. You can open Windows Explorer and go to file associations and look for docx or xlsx file types to confirm



this. To remedy this you can either use Microsoft Update to install the Office 2007 compatibility pack on the faxserver. The best way to resolve this is to upgrade to the latest version of Office on the fax server.

Problem: Our Exchange server has changed to Exchange 2007 and our faxes are not working. Whatdo we do?

Solution: First, a new connector needs to be set up on the new Exchange Server – follow pages 1 through 3 on thisdocument: http://www.cleo.com/documents/exchange%202007%20fax%20connector.pdf. Then, contact Cleo Supportto have the settings on the server changed to reflect the new IP address or name of the new SMTP server.

Problem: I am trying to use Cleo Streem Print but the cover page never shows up. What do I do?

Solution: Check “Printers and Faxes” and confirm that Cleo Streem Print is listed as a printer there. If it isn’t, yourCleo Streem Print needs to be reinstalled following the uninstall/install guide supplied to your System Administrator.

Problem: I am receiving a socket error when using Cleo Streem Print. How can I fix this?

Solution: A socket error is received when the wrong port is configured. Open Cleo Streem Print, go to File >Preferences, and click the SMTP server tab. Verify you have the correct port configured with your SystemAdministrator. Also be sure your antivirus software or firewall is not blocking that port.

Problem: I see LOS listed in the Cleo Streem Event Monitor and incoming and outgoing faxes donot appear to be working. What should I do?

Solution: LOS means the T1 has Loss of Signal and you should contact your telecom provider to have them check theT1. After your telecom provider has fixed the T1, you can contact Cleo Support and they will help you verify the T1is functioning properly.

Problem: I added a fax number to Active Directory for a new user and sent a test but he/she hasn’treceived my test. How do I fix this?

Solution: When adding a fax number to AD, a workflow on the Cleo Streem server is set to run every 30 minutesor every hour. This means you either need to wait for the workflow to pull this information from AD or you can goto Streem\databases\Sync and double-click the getfaxusers.cmd to run the synchronization immediately. Trytesting after the sync has run. The user should now receive the document in their inbox.

Problem: I need to add new users in Cleo Streem Notify but I don’t remember how to get there orthe login to do this. How can I get to Cleo Streem Notify?

Solution: The URL to get to Cleo Streem Notify is generally http://servername/streemalert/ . You need to replace‘servername' with either the fax server name or IP address. The default administrator login and password can beobtained by contacting [email protected] or by calling the support number at 888-724-1030.

http://www.cleo.com/documents/exchange%202007%20fax%20connector.pdf

http://servername/streemalert/

concepts/mailto:[email protected]

Cleo Streem Business User Guide · the TO name, the SUBJECT, and the FROM name, by including a...

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Transcript of Cleo Streem Business User Guide · the TO name, the SUBJECT, and the FROM name, by including a...