Cannot Assign Outgoing Fax Number

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mamerica13592 asked Feb 4, '19 moses-yeung answered May 1, '20

Cannot Assign Outgoing Fax Number

I posted about this onece but that conversation was taken private. I am posting again in the hope that it will be fixed. As it stands, I cannot use the Company Fax Number as the outgoing Fax Caller ID. Incoming Faxes are assigned to a Message Only Extention so they can be routed to a Shared Mailbox in Exchange. When set up this way, the Fax Number does not show up in the list of possible numbers to choose from in the Fax Settings.

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Answer 1 · 2019-02-04T15:44:09Z

mamerica13592 answered Feb 4, '19

But then all notifications (for that user) will go to that mailbox. To me, this is a bug that I hope they will address in a future release.

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Answer 2 · 2019-02-04T16:08:04Z

michel5476 answered Feb 4, '19

I think you will have to change your Incoming Faxes so that they are assigned to a normal user extension. This will allow you to set all the proper outgoing fax id settings. You will still be able to route the incoming faxes to your shared exchange mailbox.

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Answer 3 · 2019-02-04T16:19:42Z

mamerica13592 answered Feb 4, '19

Thanks for your reply, Michel. I can see from your badge that you have helped a lot of people with their issues.
I did set up a unique user and assign an extension. It did not work. Well, that part worked but when I did, I could not use the company fax number in the outgoing fax settings. (See OP). One of the moderators tried it and couldn't get it to work. She recommended that I contact support, which I did. The support tech could not get it to work either and told me to post it with the community because the developers monitor it for future bug fixes and improvements. Here's hoping.

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Answer 4 · 2019-02-04T17:13:41Z

michel5476 answered Feb 4, '19 mamerica13592 commented Feb 9, '19

On which panel / section are you trying to select the "outgoing fax settings"?

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mamerica13592 commented · Feb 04, 2019 at 06:54 PM

"Users" -> [My User Name]
"Outbound Calls/Faxes"
"Fax Settings"
"Edit" (Below Fax Number)
My choices are: "Main Number", "Phone Line" (My DID Number), and "Additional Number" (Our Toll-Free Number)
This is where my Fax Number "Should" be listed but no cigar.

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michel5476 commented · Feb 05, 2019 at 03:34 AM

When you select "Phone System" - "Phone Numbers" - "Company",
is your fax number displayed at the top beside the "Fax:" label and not in the list?

and if you select the fax number it shows as a "Number Type: Fax"?

(Also note that the setting in the "Fax Settings" that you are trying to set only sets the fax number on the cover page - you need to also set the "Fax Number" under the "Caller Id" section)

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mamerica13592 commented · Feb 05, 2019 at 02:09 PM

Yes. It shows on our company page as our Fax Number.

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michel5476 commented · Feb 05, 2019 at 02:35 PM

Definitely raise this with tech-support, sounds like an issue with your account.

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mamerica13592 commented · Feb 05, 2019 at 03:25 PM

Yes, thanks.
I don't think it is just my account. I think it's a bug. Maybe they've never seen it before. It does seem to me that using the company fax number on outgoing faxes and using a message only extension linked to a shared mailbox would be a fairly common configuration. I appreciate you looking at it.

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Answer 5 · 2019-09-20T20:58:21Z

janet-quevillon answered Sep 20, '19

I was having the same problem and found that if your incoming faxes are set to go to a specific extension then only that extension can use the fax # as their outgoing number. When I set the Phone System, Fax # to go to the operator extension then the fax # was available to all users to put as their outgoing fax ID.

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Answer 6 · 2019-09-20T22:31:10Z

phil-malinowski answered Sep 20, '19 michel5476 commented Sep 21, '19

I'd also like a feature for this. We have separate incoming fax numbers for each department that have been published and used by clients for years so we don't wish to change them. When setting up RC, I transferred those numbers and assigned them as Users in our account with no phone as a fax-only extension. But, if a user wishes to send a fax using the RC App (Glip) or RC Phone they don't have the option of using their department's fax number as the outgoing fax, only their own phone number the company's main number.

I would not want faxes with important information only going to a user's personal inbox, where we wouldn't have any idea if the message was ever taken care of or even read. Nor do I want our published company number receiving faxes for every department.

There should be an option for specifying what number I can assign as the outgoing fax number caller id even if that number is already assigned to a User in RC.

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michel5476 commented · Sep 21, 2019 at 09:57 PM

Hey Phil, I believe this can be accomplished by using Multi-Site features. We have setup all our different departments as different sites and then we can assign a different main fax&voice number to each site and then for each user we can select either our company main number, the site number, or their direct number as their fax number.

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Answer 7 · 2020-05-01T02:07:31Z

moses-yeung answered May 1, '20

Would be helfpul if I could choose which phone number I would like to use for each outgoing fax if I have multiple fax DIDs (phone numbers)

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Answer 8 · 2020-07-28T15:39:22Z

michel5476 answered Jul 28, '20

Only the fax notifications - you setup a unique user extension that will only be used by your fax (incoming and outgoing). This is not a person's user ext.

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