Call from a Fax, why my phone got the call ?

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ringcentral35 asked Jul 1, '15 ringcentral35 commented Jul 1, '15

Call from a Fax, why my phone got the call ?

Or RingCentral extensions can receive voice and faxes, but this should attends automatically when is an incoming fax, right? Why I'm getting calls from faxes into my extension? Should be handled by the RC server and then send it to me as an attachment into my email ?

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Answer 1 · 2015-07-01T15:06:23Z

danno147 answered Jul 1, '15 ringcentral35 commented Aug 27, '15

This occasionally happens when the machine sending you a fax is waiting for a fax handshake.

The RC system (and all e-fax systems) distinguish a fax call from a voice call by the handshake. So, RC is waiting for the sending fax to send the handshake, while the sending fax is waiting for RC to send the handshake. When this happens, it is treated as a voice call - and that's why you are getting the calls.

The simplest way to validate your RC is working correctly is to send yourself a test fax from a machine that does indeed send the handshake tone. If you receive that fax - mystery solved.

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danno147 commented · Jul 01, 2015 at 03:10 PM

And I should add - you'll never convince the other party the issue lies on their end. So just have them send you the fax to a RC number that is programmed as a fax only number, since most of the time it's an isolated case. Most of the time the culprit is the low end fax machine - commonly referred to as "Happy Meal" device. Buy a Happy Meal get a free fax machine....

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danno147 commented · Jul 01, 2015 at 03:30 PM

It depends on the fax machine. Typically, there is a setting (every manufacturer has a different name for it) but it would be the one that sends the handshake out with the call rather than being dependent upon the receiving end. And of course, the cheap (Happy Meal) machines won't have the setting because that's how they keep their costs down. Usually, if you have the make and model of the machine, you can search the internet for a manual and you'll also find post from other people having the same issues.

Good luck!!

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danno147 commented · Jul 01, 2015 at 03:36 PM

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danno147 commented · Jul 01, 2015 at 03:36 PM

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ringcentral35 commented · Jul 01, 2015 at 03:24 PM

Thanks Danno, we have an issue with a fax machine and we are trying to test the line, someone is trying to send me a fax, they dial my direct phone number, but my extension answer so If I get the handset I only hear a beep instead of that old fax sound (handshake)... something we could adjust at the fax machine side ?

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