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adcdc1183 asked ·

No outgoing fax using email fax

We are using email fax ( rcfax.com) in sending fax. The fax is sent via PHP code using PHPmailer, it was sent successfully though but when looking at ringcentral, there was no outgoing fax for that particular sent. When I tried testing it, it was working and the outgoing fax was in ringcentral. But why there are some instance that it was not in ringcentral although the email to rcfax.com was successfully sent? The file attachment was fine, it was the same file format and the number of pages when I tested it, it is not corrupted because I can view it in our reports page. But in that particular time the outgoing faxes were not in ringcentral, is this some kind of isolated case? because I cant figure this out, I cant reproduce that same result (no outgoing fax in ringcentral) because the tests are all fine.
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kim answered ·
I've set this message to private.  Can you please provide the phone number to the account and the extension involved, or post any screenshots 
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Thanks for the reply. Phone number is 8772492199 and extension is 301.
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phil-koorsen answered ·
Hello,

It depends on what you mean by 'Outgoing'. Are you referring to the 'Sent' box or the actual 'Outgoing' box.?

It could be that because you are using PHPMailer, it is not associating the email sent so the RingCentral system does not see it leave. I've read up a bit on PHP mailing andi it's an open source set up. You may have to make some changes in it so that RingCentral sees it leave. Again, I am only speculating at this time.

If you can, send a test fax through your outlook or gmail account and check your Sent box and/or Outgoing box. This will help determine if it is PHP itself or something else.

Phil
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adcdc1183 answered ·
Thanks for the reply. February 8 2016, we send 2 faxes to 9723904979@rcfax.com. Feb 9 2016, we send 2 faxes to 517805809109@rcfax.com and 1 fax to 723904979@rcfax.com. All of these faxes were sent via PHPmailer and the result is sent successfully otherwise it would return "a not sent" result in the reports. The problem is these faxes (I could say these are outgoing fax) were not in ringcentral. I could not see it in the call log nor in the messages. I think its not the PHPmailer because before feb 8 and 9 as well as after, it was all fine, the faxes were seen in ringcentral. Also, I have tested it as well sending same file and it was all good. That is why I am wondering what happened why on that particular day, there were no outgoing faxes in ringcentral for the faxes we sent via email using rcfax.com. I also need to know the reason so that it wont happen again.
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Hi  adcdc

I've done some more research on this and visited with our T3 engineers and there are several variables that might cause something like this.  Unfortunately, since this is 3rd party, and not a RingCentral supported application they can not research this one. 

Mike 
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