Does RingCentral resend faxes if the receiving fax has a busy signal?

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Just finished working with support to find out that RC does not resend faxes if the receiving fax has a busy signal. Unacceptable.. 100% of fax services we have used in the past detect a busy signal and retry on sending up to 10 times.


If RC outbound fax detects a busy signal, they just fail the sent fax. So, RC outbound faxing is rather useless without this feature.
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Eric Caldwell

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Posted 6 years ago

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Hi Eric, I am not sure where you are getting this information that a busy fax is not resent but it is incorrect. I could see in my logs all the time a retry every 2 min for a total of I believe 4 times.

Are you sure it is a busy and not some other reason the fax is not going through?

Do you have a ticket number for your support call. I would like to investigate who you are talking to because the information is just wrong.

Thanks

Chuck Fuscone
Certified Ringcentral Installer
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Eric Caldwell

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Hey Chuck, this is where I'm getting that info from :)

When I try to send a fax to a specific number, and that number is busy quite a bit, it fails within seconds (thats the emails I get) so, my assumption is that the fax is getting a busy signal and stopping.

Dear Web-JIVE LLC,

Your case #01948923 has been updated.
If you wish to view or post a comment to the case, please log in to the support portal here http://success.ringcentral.com/RCCont...

Case Details:

Latest Comment:
Dear Valued RingCentral Customer,

Thank you for using RingCentral's Support Portal. My name is Michael and I will be handling your case.I understand that you are experiencing a problem with faxes. I apologize for the inconvenience you have experienced. Since we are doing this online, it may require a few case responses before we can resolve the issue. Rest assured that I will do my best effort to help resolve your case in the least amount of time.

Ringcentral fax service will always try to re-send the failed faxes three (3) times then it will stop sending. But getting a busy signal means that number is not giving a fax tone. Kindly dial that number and check if it will give a ringtone or faxtone. If it's ringtone, try to ask them or get a another fax number then check it again.

I hope that the steps provided would help resolve the problem. Please feel free to contact us again if you will require further assistance.

A system generated e-mail will be sent to your e-mail address to inform you that I have responded to your inquiry. Please DO NOT REPLY to the e-mail sent to your e-mail address. If you have other inquiries, please log in to our Support Portal, click on Check my case status and add comments to your Support Case. You may log in to our Support Portal by clicking on this link: http://success.ringcentral.com/RCCont....

Thank you for choosing RingCentral as your communications provider. Have a great day!

Sincerely,

MIchael Losa
Technical Support
RingCentral
http://success.ringcentral.com
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Hi Eric, do you have time for me to login and look at your account?

Let me know

Thanks

Chuck
Certified Ring Central Installer
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Eric Caldwell

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You can if you wish but, per the tech's email, it seems like RC doesn't detect busy signals when sending faxes so, don't know what good logging into my RC account will do?
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Well, I know I have many clients that use faxing and it is clear in the logs when a fax dials a busy number then you see the re-tries in the logs until the number is free. That is why I wanted to look at the log. because something else must be wrong.

Being a Installation partner, I do not have access to all the accounts. do you have some time I could call you to trouble shoot a few items?

Otherwise, you could give me an extension with a password and admin access that I could login and look at the logs,

I have availability all day so let me know what works best for you.

Thanks

Chuck
ckfuscone@yahoo.com
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Eric Caldwell

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To RC Support staff.. Trying to send yet another fax with a busy signal and no auto-retry from your end!
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Eric Caldwell

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OK, RC just did resend the fax! So, something has changed at RC to where this works now :)

happy, happy, happy
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Thanks for letting us know

Chuck
Certified Ring Central Installer
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Thanks for letting us know

Chuck
Certified Ring Central Installer

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