Hi ​@hmoore,

Here's a breakdown of the settings you should review and adjust, assuming you have administrator access to the RingCentral Admin Portal:

1. Verify Fax Feature is Enabled for the User and Account:

You've mentioned this, but it's a good first check.

• For the Account (Admin):
  • Go to Admin Portal > More > Account Settings > General Settings.
  • Under "Fax Settings," ensure "Allow this account to access Fax features" is On.
• For Individual Users (Admin):
  • Go to Admin Portal > Users > User List > Users with Extensions.
  • Select the user (e.g., User A).
  • Go to Outbound Calls/Faxes > Fax Settings.
  • Ensure "Allow this user to access Fax features" is On.
  • Also, ensure "RingCentral app (desktop and mobile)" is checked under "FaxOut" so they can manage faxes in the app.

2. Crucial: Assign the Specific Fax Number to the User's Extension for Inbound Faxes:

This is likely where the issue lies. If the fax is sent to User A's number but goes to User B, it suggests that User A's number might be configured to forward faxes to User B, or a general company fax recipient is catching it first.

• Go to Admin Portal > Phone System > Phone Numbers > All Numbers.
• Locate the RingCentral number that User A is giving to clients (the direct line for User A).
• Click on that specific number.
• Look for a setting related to "Deliver faxes to:" or "Message Recipient." This is critical.
• Ensure this setting is directed to User A's extension (or User A's direct "Voice and Fax" user). It should not be set to a "Company Fax Recipient," "Message-Only Extension" intended for general faxes, or User B's extension.

Important Note: If this number is currently part of a general company fax number or an auto-attendant's inbound routing for faxes, you might need to reconfigure that routing. RingCentral's default behavior for company fax numbers is often to direct to a central "Company Fax Recipient" (which is often the Super Admin or a dedicated fax extension).

3. Check User's Message Handling for Fax (Admin or User):

While less likely the primary cause if the number is correctly assigned, it's worth a look.

• Admin Portal > Users > User List > Users with Extensions.
• Select the user (e.g., User A).
• Go to Messages > User Hours (and After Hours if applicable).
• Under "Message Recipient," ensure it is set to User A's own extension. If it's pointing to User B's extension or another shared extension, that would explain the misdirection.

4. Caller ID Settings (Outbound Fax, Less Relevant for Inbound Issue):

You mentioned checking Caller ID settings, which primarily affects outbound faxes. While it's good that these are set to the user's own number, they don't typically impact inbound fax routing.

• Admin Portal > Users > User List > Users with Extensions.
• Select the user (e.g., User A).
• Go to Outbound Calls/Faxes > Caller ID.
• Under "Fax number," ensure it is set to User A's RingCentral number.

Let me know if none of these settings helped.

Thanks you ​@Mary-Community_Moderator for responding so soon with so much information! #1 and #4 are already set like those at the moment, so that’s good. However, "Deliver faxes to:" or "Message Recipient" is not there when I go to Admin Portal > Phone System > Phone Numbers > All Numbers > User A’s number. Likewise, under Admin Portal > Users > User List > Users with Extensions > User A, I don’t see an option for messages; all I see is Ext. ##, Outbound Calls/Faxes, Meetings, and Notifications; also under Ext. ##, which is opened by default, only has “User Details”, “Devices & Numbers”, “Phone”, “Group Memberships”, and “Personal Emergency Response Locations”.

I don’t know if the reply went though to you since I edited my response with your username in it, but thank you ​@Mary-Community_Moderator for responding so soon! #1 and #4 are already set like those at the moment, so that’s good. However, "Deliver faxes to:" or "Message Recipient" is not there when I go to Admin Portal > Phone System > Phone Numbers > All Numbers > User A’s number. Likewise, under Admin Portal > Users > User List > Users with Extensions > User A, I don’t see an option for messages; all I see is Ext. ##, Outbound Calls/Faxes, Meetings, and Notifications; also under Ext. ##, which is opened by default, only has “User Details”, “Devices & Numbers”, “Phone”, “Group Memberships”, and “Personal Emergency Response Locations”.

​@hmoore may I ask how you usually check your incoming faxes — is it through email or the RingCentral app?

​@Mary-Community_Moderator Actually, we check through other means, but we want to use the RingCentral app to do it. And if at all possible, we would prefer to not have to buy a second line for each user to make it work.

Hi ​@hmoore, To assist you further, I’ll need to check your Admin Portal and the specific extension experiencing the issue. Could you please send me a DM with the details? Thank you!

​@Mary-Community_Moderator I don’t feel comfortable with showing my Admin Portal to someone online, but thank you. I just want a complete list of possible settings I’ll need to adjust to make faxing possible for each individual user, as well as anything else that might be preventing me from seeing those two options you listed above. Also, the extension is every extension, so that means every user that isn’t the one extension set to receive faxes is experiencing the problem of faxes not going to them.

I completely understand that you’re not comfortable showing your Admin Portal—that's absolutely okay.

Since the issue is affecting all extensions and you're unable to see the expected options, there may be an internal or account-specific configuration that needs to be reviewed. In this case, I recommend submitting a support ticket so our technical team can securely access your account and investigate further.

​@Mary-Community_Moderator Okay. Where would I submit the support ticket? I want to make sure I go to the right place.

@

It looks like your account is with Frontier with RingCentral.

For support related to this service, we recommend reaching out directly to Frontier Business Support, as they handle accounts under this partnership.

You can contact their customer service at:
📞 1-800-921-8102

Let me know if there's anything else I can help with!

It turned out that the RingCentral support number was 1-833-767-8862.

In case this helps anyone, RingCentral said that, by default, if a user’s line is a Voice & Fax line, then by default they should be able to receive faxes of their own. I was able to send a fax to another employee after making the call. However, I don’t know what settings needed to be adjusted to make it possible.

Another note, sending the fax to the user called their phone as if it was a phone call (because it was a Voice & Fax line), so if you get a lot of faxes, that would be annoying. Unfortunately, there’s no realistic way of avoiding that unless you put your RingCentral phone on “Do not disturb” (but that also sends every call to your voicemail) or have a second line for faxes (but that would be expensive).

However, in the end, we’ve decided to just use our company fax number on RingCentral and give that to one employee to forward every fax to the other users.

Thank you for your help.

Thanks so much for sharing this, ​@hmoore This will definitely be helpful to our members. Appreciate you marking it as the best answer—you're making great use of the Community!

Hope to see you around more often!