How to send and receive fax on ringcentral

Question

Just getting started with ringcentral and have not been able to send or receive faxes yet.

We have 3 main numbers with 2 set as rollover and the third also set as our fax number as used in the past.

thanks for any input.

Chuck

Mary-Community_Moderator · Accepted Answer

Hi ​@DrChuck,Based on the information you provided, I think the core problem is that your fax number is configured as part of a voice rollover group. This is a common issue with new RingCentral setups. The system's call handling rules for voice calls conflict with the specific digital tones required for a fax transmission, causing the faxes to fail.The definitive solution is to remove your fax number from the rollover group and assign it to a dedicated "Message-Only Extension" within the RingCentral Admin Portal. This creates a specific pathway for faxes that bypasses all voice routing, allowing transmissions to be received correctly.Here’s a KB article on how to set-up and manage a Message-Only extension:https://support.ringcentral.com/article-v2/4491.html?brand=RC_US&product=RingEX&language=en_US

Mary-Community_Moderator · Answer

Hi ​@DrChuck,Based on the information you provided, I think the core problem is that your fax number is configured as part of a voice rollover group. This is a common issue with new RingCentral setups. The system's call handling rules for voice calls conflict with the specific digital tones required for a fax transmission, causing the faxes to fail.The definitive solution is to remove your fax number from the rollover group and assign it to a dedicated "Message-Only Extension" within the RingCentral Admin Portal. This creates a specific pathway for faxes that bypasses all voice routing, allowing transmissions to be received correctly.

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