Fax sync between users of RingCentral for WIndows

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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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ElmTree Clinic

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Posted 9 months ago

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Saadet - Community Support, Official Rep

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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

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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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Saadet - Community Support, Official Rep

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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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Bradley Huenink

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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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Saadet - Community Support, Official Rep

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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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Bradley Huenink

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Your system has a HIPAA agreement customers can opt into. Because we are a healthcare organization we have to use HIPAA compliant software. This appears to be a major bug in your system which directly contradicts your own policy. If the app is not checking with the server to see if items are deleted you're defeating the purpose of the security if permanently deleting faxes.
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Saadet - Community Support, Official Rep

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Hey Bradley,

Again, I would ask your Account Manager to gather more details about our HIPAA feature and how it is handled within the Desktop Application. I have not heard of this being an issue before.
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Michel

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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