Fax-Only Account: Problems receiving test fax?

  • 0
  • 1
  • Question
  • Updated 3 years ago
  • Answered
  • (Edited)
Just set up our first RC account for fax only.  Primarily we want it to receive only. Testing by faxing to our RC number(s) from our standalone fax machine, we've gotten only 1 out of 4-5 faxes to make it to the inbox.  Standalone fax machine says "transmission ok", but nothing shows up in RingCentral.  Any help?
Photo of Madrick

Madrick

  • 140 Points 100 badge 2x thumb

Posted 4 years ago

  • 0
  • 1
Photo of Kim

Kim, Alum

  • 43,784 Points 20k badge 2x thumb
Official Response
Madrick - are the faxes coming in through RingCentral then being pushed through the ATA to a physical fax machine? 

Here are settings to assist with the physical fax machine. 

Other Settings specific to the fax machine: 
1. Baud Rate to 9600 or slower 
2. ECM (Error Correction Management) turned OFF 
3. If available on your Fax Machine, turn on VoIP Mode 
4. If VoIP mode is not available, enable Overseas mode (again, if available)"
(Edited)
Photo of Kim

Kim, Alum

  • 43,784 Points 20k badge 2x thumb
Did you receive the faxes I sent you from our test POTS line? 
Photo of Brandon

Brandon, Champion

  • 24,596 Points 20k badge 2x thumb
Are you actually using a fax only account or fax feature in office or pro plan?  And as Kim asked are you using an ATA by chance?

In case you want a self service test fax number you can send a fax to 1-888-473-2963 and then it will send a fax back to you.
Photo of Kim

Kim, Alum

  • 43,784 Points 20k badge 2x thumb
The customer has a Fax Only account and after looking up the account I didn't see an ATA on the account.  

I believe they are sending faxes from their POTS line to their RC Fax Only account (to test). Is that correct?  I sent 3 test faxes yesterday...did you receive them? 
Photo of Madrick

Madrick

  • 140 Points 100 badge 2x thumb
Sorry for the delay in responding.  

- Yes, we received three faxes, but one of them (a 2-pager) only had about 1/8" of the top of the second page - you can barely see half the fax header.  The other two included one page and three pages, and appear to be whole and complete.

- I'm not sure what an ATA is?  

- Yes, our primary usage will be for incoming faxes only, from outside users.  Limited or no outbound faxing.  

- So we have to adjust our standalone POTS fax machine to specific settings in order to get the faxes received correctly by RingCentral?  And anyone who sends a fax to this number will have the same requirements?

- We set up the account for fax services only.

Thanks,

Dave Dramstad on behalf of Lori Madrick
Photo of Kim

Kim, Alum

  • 43,784 Points 20k badge 2x thumb
To clarify on point #4 you listed above...Those settings for the POTS line that we provided are for setting up your POTS line to be able to send faxes to your VoIP number more efficiently for the test faxes you were sending to your own RC Fax line.  When you made these adjustments, were you able to receive those faxes on your RingCentral line?

Some fax machines will fax to a VoIP number better than others.  If you have someone who is unable to fax to your VoIP RingCentral number, then they can adjust their POTS line with the same settings mentioned earlier, or they can try to send it from another fax machine. Test it. 

Please let me know if you have any other questions or if we can be of more assistance to you. 

V/r, 

Kim 
Photo of Madrick

Madrick

  • 140 Points 100 badge 2x thumb
Changing our (admittedly ancient) fax machine settings to 9600 baud from 33600 and turning off ECM transmissions seems to have helped: I'm 2 for 2 with single-page faxes so far.  I'm going to try a multipage fax and I'll let you know what happens.

Thanks for your help.

Dave Dramstad on behalf of Lori Madrick
Photo of Kim

Kim, Alum

  • 43,784 Points 20k badge 2x thumb
Awesome! Thank you for the update and keep us posted! 
Photo of Madrick

Madrick

  • 140 Points 100 badge 2x thumb
A 7-pager just came thru without issues.  I think we're good.

Thanks again,
DD for LM
Photo of Mike

Mike, Official Rep

  • 93,948 Points 50k badge 2x thumb
Thanks for the followup Madrick!