Limitation on Incoming Fax Calls?

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Should incoming fax lines into RingCentral ever result in a busy signal? How many lines are open for incoming faxes to a particular number?
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AP- Mark

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Posted 7 months ago

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Danno, Champion

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I've never experienced a busy issue in 5+ years.  RU deployed as efax or traditional fax?
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AP- Mark

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eFax.  Just wondering as we have, from time to time, particular clients telling us they can't fax us so just trying to figure out what the causes might be given little information from my clients.
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Danno, Champion

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I guess it's possible but I've never had a complaint.  Let's see if anyone else has any thoughts. 
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AP- Mark

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Thanks so much!
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Jan Ferguson, Champion

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I've never had an issue either in 6 years. I've faxed from email, web portal and softphone. Also set up as eFax. Further, I also have a client, an attorney, who faxes and receives NUMEROUS documents every day with no issues (I'd sure be getting calls if there was an issue <g> ).
(Edited)
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AP- Mark

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Thanks.  I bet the problem is with the sender then.
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Brandon, Champion

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I've never heard of RingCentral implementing any limit on number of simultaneous calls.  However, I am sure there are limits at some point.  Do you think you are getting dozens or hundreds of simultaneous inbound faxes?  Has anyone who reported this shown you that their fax reported busy specifically as the reason for transmission failure?
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AP- Mark

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No, I'm not getting anywhere near that many but I'm sure they have some limitations.  Would just like to know what that is.
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Brandon, Champion

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What plan are you on?  Also, are you *sure* that people are hearing busy/engaged tone or have you just had sporadic complaints of faxes not getting through on the first attempt?
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Mike, Official Rep

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AP Mark  I'll try to get some more detail on this. I understand from our T3 engineers that there is some sort of limit (I'll try to find out), but it's both calls and faxes combined.  

Can you tell us if it's the same sender who keeps getting a busy signal?  Also do you know if this is happening during periods of high call volumes?

Mike 
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AP- Mark

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Hello Mike,

I can't even confirm that it is indeed a busy signal they were getting.  I have a couple of accounts that periodically tell us the faxes "aren't going through" but they always test fine on my side so I am just playing detective.  I would think that your service might limit the number of faxes coming in at once. If you are stating the limit is quite large (over 20 incoming calls at one time) or that there is no limit at all I can assume the problem is from the sender and not us.  Also, can you assume no outages for today?
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Mike, Official Rep

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I'll reply back with the number when I find out. But yes... It's a pretty high number. 

The best thing to do is gather some details from those senders and open a case so the info stays private.  If you can gather the following and include it in the case notes it will help. 

  • Number they are faxing from
  • Number in your account they are faxing too
  • Type of fax machine the sender is using; analogue (any ATAs involved?), another type of eFax service etc.
  • Date & Time the fax failed or busy signal occurred
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AP- Mark

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Great.  Thank you!