Fax API - Outgoing Fax Status As Unknown

Question

I wrote a Fax-Out App for a client that's been in production for quite awhile, working fine. Client sends about 1200 fax-outs per day. In the past two weeks; the client's RC call log shows the Fax-Out Status as "unknown" for one particular number - always. And, sporadically for other numbers. All of the Status - Unknown faxes never reach the recipient. The RC App status is 100% Success, no errors for the App in the Developer Portal. The status returned within the App is "Queued", which is normal. I need to determine if the issue is 1) The App 2) The Client's RC Account 3) The Recipients setup. We have been working on patching CVE's for PCI compliance the past few weeks; but would assume if anything we've done in that regard would have blocked communication with RC Servers and we would see errors on the App Status screen. Any thoughts on how to trouble-shoot this issue?

PhongVu · Answer

When you send a fax out from your app, the best way to track the fax status and read the fax history is to call the message-store or the call-log endpoints.

If you sent a fax out from your own app, that fax status or history data will not be shown on the RingCentral Phone App under the Fax list. In your question, you mentioned the RC App, not sure if you referred to the RingCentral Phone app or not but I don't see the RC App (previously named Glip) has a Fax list.

You also mentioned that no error on the Developer Portal. This is correct as the Dev Portal reports only API call status (200 or 4xx etc.). Errors here do not reflex if the fax was sent successfully or the recipient could or could not receive a fax.

So, all you should do is to read the call log or the message-store to track your fax activity

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