Inbound Fax: Remove company greeting when dedicated fax number called...

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We have a toll free 866 number that is a dedicated fax line on our account.  It's been brought to my attention that when our fax number is called the main company greeting is announced.  I'm inquiring to see if it is possible to remove that function?  We use our dedicated fax number for multiple business names (DBA's) and callers from specific operations can hear the greeting for the parent company.  Of course this will only occur when someone faxes to our number from a machine that provides audio of the call/connection; in other words when someone can hear the fax call.  I'm assuming that the Ring Central service detects when its a fax and that greeting isn't played... is that correct?  If that's the case, it seems that it may not always work as I'm being told that a few callers have heard the greeting on their faxes to us.  Is there anyway to remove the greeting from that fax line?  
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Randall Bryant

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Posted 5 years ago

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Danno, Champion

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Is the 866 number your main number with RC?
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Rob Benn-Frenette, Champion

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Randall, this can be done  - its a setting that you adjust.

Follow these steps:

Click on Company Numbers and Info
Find your fax number in the list 
Change the number type to: Fax

if you have any issues, drop me an email: Rob.Frenette(at)bullyingcanada.ca
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Randall Bryant

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Thanks for the reply guys.  This 866 number is a separate number from the main company number.  It is a fax only line on our account.  When going to 'Company Numbers and Info' and selecting the fax number, the setting type is set to 'FAX'.  I've looked all through the settings, advanced call handling included, and just don't see any place that relates a fax-only line to a greeting.  When I pick up a cell or land line phone and dial the 866 fax number, I get the main company Auto-Receptionist greeting.
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Rob Benn-Frenette, Champion

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Randall, Can you drop me an email? I might be able to assist further or direct you to someone with RingCentral who can.
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Mike, Official Rep

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Hi Randall, 

Sorry for the delay responding here.  I double checked and there's currently not a way to turn that feature off. Your statement above is correct; they system will play the audio until the first fax tone is received. 

I'll change this to an "idea" topic for our Product Team to review. 

Thanks

Mike 
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Rob Benn-Frenette, Champion

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Mike, our account does not play and audio when faxes are being sent - maybe we have a setting adjusted? 
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Danno, Champion

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Ditto on Rob's comment.  I just called my FAX number (404)994-2663 and did not get a greeting - just the fax tone.  The only time I run into the greeting is when it's a 'voice/fax' number. 
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Mike, Official Rep

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Thanks Rob & Danno,  I got that info from one of our T3 engineers, so, I'm guessing that something must be configured differently. Thanks, I'll do some more digging on this one. 
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Randall Bryant

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Thanks for looking into this issue guys. I appreciate it.
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Mike, Official Rep

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Hi Randall,  Sorry this isn't an easy fix, but from what I can tell, this may have something to do with the old fax number that the 866 number replaced. It appears like the old settings must have stuck somehow.  This will have to get escalated so can you please use this link to Open a Case

Mike 

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