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gmclean avatar image
gmclean asked ·

Long Delay in Fax Delivery

There is often a long delay (1-2 hours) after we submit a Fax API request, before RingCentral first attempts to deliver the fax. During this time, our outgoing fax messages just sit in the outbox of the extension that we're sending as. Anecdotally, this seems to happen more in the afternoon (Eastern USA time). I called the main RC support line, they told me that they cannot help and I need to contact developer support (which I did and waiting for a response).

I suspect this is not strictly an API issue, but I'm wondering if any other API users have experienced this. It's pretty important as our clients are not receiving time-sensitive messages in a timely manner. I wonder if RC is somehow de-prioritizing delivery of our messages, as we do send thousands of faxes per month using the API. This said, we are careful to not exceed the API rate limits.

Has anyone else had similar problems?
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benjamin-dean avatar image
benjamin-dean answered ·
Usually it takes us less than 2 minutes to send fax from the moment when it was applied. 

However the delay between moment when fax was created in DB and was sent  is depend on many parameters (number of recipients, size of attached files, etc).
 
Over the last few days we have had some network issues in production which are being investigated and resolved.

These issues in production could be affecting fax sending as well.

Are you continuing to see those same delays?
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gmclean avatar image
gmclean answered ·
Benjamin, thanks for your response. Right now the messages in our outbox are only delayed 5-10 minutes, not bad considering that fax is not a real-time means of communication!

Most recently, we were seeing a 15-20 minute delay last Wednesday (3/16) and a 90+ minute delay the previous day (3/15).

Hopefully your network issues in production are behind us.
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Anirban Sen Chowdhary avatar image
Anirban Sen Chowdhary answered ·

This issue is too common Incase of fax. There can be many reason behind the delay. Maybe some network delay on bandwidth and traffic. Best option is to contact Dev support team at devsupport@ringcentral.com and ask them to investigate.

You can also create support ticket if you want

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Mateo Max avatar image
Mateo Max answered ·

I'm a newbie here. I just joined in this community. I would like to set up fax service in my office. Can you please help me?

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First of all, you should ask this in a new question because this is not the same topic as your question.

Secondly, this does not help me to understand what you exactly want to do "I would like to set up fax service in my office".

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Mateo Max avatar image Mateo Max Phong Vu ♦♦ ·

Thank you so much for your reply. Sorry I didn't input more details in my reply. Actually, I am new to fax and I would like to use this service for free. That's why I am asking for some kind of help.

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Mateo Max avatar image
Mateo Max answered ·

How does a free fax service work? I found cocofax a few hours ago. I am going to try free electronic fax find out more. This one is for free. I don't need to pay anything if I want to use cocofax. :)

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Richard Haase avatar image
Richard Haase answered ·

Hi Mateo, getting started with faxing online is easy, you can learn more in different tutorials online. I don't know about Cocofax, but RingCentral is very easy to use. Regarding the original question I've experienced delays once but the team at RC were very helpful.

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