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elmtree-clinic avatar image
elmtree-clinic asked ·

Fax sync between users of RingCentral for WIndows

I have 2 users (Canada) using the Desktop client.  When one user has deleted an incoming fax, the other user still sees it. The second user gets an error if they try to process the fax.

Is there a "refresh" feature, or automatic sync between two clients logged in simultaneously?

The goal is to have multiple people processing incoming faxes in tandem.
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saadet.swift avatar image
saadet.swift answered ·
Hello ElmTree Clinic,

I'm a little confused. Do you have two people on separate computers that are logged into the softphone with the same credentials - on the same extension?
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Norman Lorrain avatar image
Norman Lorrain answered ·
Yes.

We are only using the Fax service.  We don't have any other softphone features.  

Maybe we're using this incorrectly.  The goal is to have two people handle incoming faxes cooperatively.



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Hello Norman,

For your purposes I would suggest using the web portal since that can easily be "refreshed" to show if a fax has been taken care of. The softphone doesn't have a "refresh" button since it's not truly meant to be used in such a matter where multiple people are logged into the softphone with the same credentials. 

So, what you could do is use the softphone to send faxes but have the web portal open so your team can properly handle incoming faxes. Or you can rely strictly on the webportal since it can fax out as well :)
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If the website had all the features that the app does I'd say this is a reasonable work around but the app is much more user friendly. Please work on getting a refresh option soon! This is going to be a major issue for us. We just went live today and are having the same issue. I specifically asked this question during the evaluation process and was told the app would refresh. 
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Hi Bradley,

The RingCentral Phone for Windows does refresh regularly when you are signed in. However, as I mentioned above, it will not refresh the same when two people are logged into the same extension. If your app isn't refreshing and only one person is logged in, then that's something we would need to take a look at and you can contact our Support Team about.
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Why would the App refresh on sent and received faxes but not on deleted faxes? We signed the HIPAA agreement with Ring which states that deleted faxes are automatically permanently deleted immediately from your systems. That is crealy not true if that data is being stored locally on each instance of the app. If the website supported custom cover pages I'd be ok with using that option but it does not which means we can't include our confidentiality notice opening up another issue with HIPAA. I'm not a lawyer but it seems pretty clear that the current design of app does not match your own HIPAA policy. 
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Hi Bradley,

I'm a little confused regarding where HIPAA came into the picture in your previous statement...we have agents who are more skilled at answering your HIPAA related questions than myself. You will want to talk to your Account Manager.
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michel avatar image
michel answered ·
Hi Norman, we are doing a similar function in our office(s) - but we don't use RingCentral software at all, so that we don't run into problems with settings being changed, or lost faxes, etc.   

Instead we set the RingCentral notifications options to email us the faxes.   We then have the 2 (or more users) setup to access the same email account - now you have many options of whatever email client you prefer to use to manage the incoming faxes (cell native email, outlook, webmail, thunderbird, etc.).   Using the email client also enables much quicker management of the faxes in regards to printing them, forwarding them to appropriate other staff, moving them to a "processed" email folder.   Can be easily managed or covered by anyone using email on their cell phones, etc.
(Note that this only works if you use an IMAP or EXCHANGE email account - do not use POP)

Lastly, when we do have a "mistaken" deleted fax email, we can login to the RingCentral portal and recover a copy of the lost fax.   We do NOT set fax notifications to be deleted after email - the portal automatically deletes all old fax messages, and just keeps the 200 most recent ones.

We also have no control over the RingCentral portal and how it changes every 6 months or so, and then would have to change our workflows and security settings, etc.  So we use the fax service, but don't rely on their portal or software for daily workflow management of the faxes.

For some of our other offices, we have also built a custom software app that connects to RingCentral API and retrieves the faxes and performs custom handling of them (auto-blocking from specific numbers or area codes, auto-emails faxes to multiple different addresses, auto-saves/archives faxes onto servers or workstation folders, etc.)  For what you are doing you would not need this, but just to let you know that the functionality of managing the fax messages is almost limitless with the use of the RingCentral API connections.

Hope this helps
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