We’d like a way to see faxes queued for delivery to a fax ATA, plus better real-time visibility into ATA status and fax activity in the Documo portal. Right now, when a customer reports a missing or delayed fax, we can’t easily tell whether it’s waiting in a queue, failed during delivery to the ATA, or never reached the device.

Problem

As a reseller supporting customers on Documo fax ATAs, troubleshooting is mostly guesswork. We can’t see:

Which inbound faxes are waiting to be delivered to a specific ATA

Whether the ATA is online and registered, and when it last checked in

Why a delivery to the ATA failed or is being retried

Outbound faxes sent from the fax machine that are stuck, pending, or retrying

So simple “where’s my fax?” tickets take longer than they should, often need an escalation to Documo support, and leave customers waiting without answers.

Requested Features

ATA fax queue view

A per-device list of queued inbound and outbound faxes

Status for each fax: queued, delivering, retrying, failed, or completed

Timestamps, page count, sender/recipient number, and retry count

The ability to cancel, retry, or redirect a queued fax (for example, to email or another device)

Device status dashboard

Online/offline and registration status

Last check-in or heartbeat time

Firmware version, IP address, and assigned number(s)

A history of status changes (when it went offline and came back)

Transmission diagnostics

Failure reasons for ATA deliveries (busy, no answer, line error, T.38/T.30 negotiation failure, and so on)

Call-level detail such as negotiated speed, ECM, and where in the session the failure happened

Per-device delivery logs we can search and export

Alerts and notifications

Email or webhook alerts when an ATA goes offline, a queue backs up past a threshold, or deliveries fail repeatedly

Configurable per device or per account

API and reseller access

API endpoints for queue status and device health so we can watch them from our own tools

Visibility across all sub-accounts from the reseller or parent account

Business Impact

Faster ticket resolution and fewer escalations to Documo support

Problems caught before the customer notices

Better customer confidence in fax-over-IP reliability, which matters most for healthcare, legal, and other fax-dependent clients