Fax delivery problem when forwarding to an external number?

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  • Updated 4 years ago
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Forwarding calls to an outside virtual reception service (works fine).  The problem is that user extensions are configured as combination voice/fax and the faxes are also being forwarded to outside virtual receptionist (so she's hearing fax tones).  Before the switch, faxes were correctly delivered to user emails.

Any experience with this?

case 03844373
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Stevens

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Posted 4 years ago

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Rob Benn-Frenette, Champion

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I am not sure if you can turn faxes off but still have them go to the Users email address.
The only other suggestion, is to have all faxes go to a main phone number, rather then each user having their own fax number activated
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Stevens

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For a new installation, this would be great... but the individual numbers are already "live" and out in the wild.  Customers have been using them for years.
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Danno, Champion

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Official Response
It depends on the type of call forwarding you are doing.  In the case where you have after hours programming that forwards, if you set your smartphone settings to ring first, the fax calls will be detected and therefore not forwarded to the after hours answering.
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Stevens

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Success!  Turning the desktop aps/smartphones on seems to have fixed the issue.  Thank you so much!
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Danno, Champion

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Stevens

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RESOLVED
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Mike, Official Rep

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Hi Stevens

I located your case and it is still "in progress".  Please reply back here if you need a status update and we'll be happy to look at it for you. 

Mike 
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Stevens

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Mike, Also commented within the case ticket "resolved".  OK to close it out.