question

dave-stasiuk2317 asked Jun 29, '16 mike answered Jun 30, '16

Fax names incorrect on desktop app. Still goes to correct number most of the time....

Hello all

Just installed your product the other day. Managed to import all my contacts to the desktop app as well as the internet application of Ring Central.

We are a busy medical referral practice with 680 referring physicians. Some are independent and some work in large groups. We are faxing out ultrasound reports via a print icon that allows us to choose "Ring Central Internet Fax". Great!

So as an example, after hitting that button, if I choose Dr. Smith (example only) in my contacts in the desktop app for a given patient report, and FAX it out it goes out to Dr. Jones, who in MOST cases works in the same practice and uses the same fax number. Though I know some of the referring groups I can't possibly know who is working where to make this correlation. When I go to the web application of Ring Central, it shows are being sent to Dr. Smith, which is correct.

Is this normal? It will just choose any referring physician in that practice and is very confusing to the sender (us) even though it mostly goes to the correct number. Thanks for your help. Dave. Case 04764536.

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mike answered Jun 29, '16

Hi Dave, I'm going to change this to a private conversation so you can provide us more details so that we can take a closer look.

First, can you provide some samples (time, date, names & numbers) ? It sounds like you probably have two doctors in your address book with the same fax number is that correct?

Can you confirm where the wrong name is showing up? Is it on the cover sheet?

If you don't want to post these details to the Community for security reasons, you can open another support case. If you do, please reply back here with the new case number.

Mike

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dave-stasiuk2317 answered Jun 30, '16

Mike I have a respone to you. Can I post it here? I don't want the community to see it.

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dave-stasiuk2317 answered Jun 30, '16

Mike, thanks for reaching out. The cover page shows the correct and chosen name when I go to the service.ringcentral.com site. There I can see what went out. Yesterday, a fax was sent out, actually 2 of them to Rossana Arcega and the software chose Mary Sturgeon, who also works in the same office I guess because I have another directory showing that their fax numbers are the same. It's just a pain because I have no time to cross reference all day. Another example from June 29 was a Fax selected in my contacts for Dr. Rajadurai and the app and website both show it going out to Elcey Varkey. I presume they also work in the same office. When I go and check the fax, it shows Dr. Rajadurai on the FAX. Don't know what's going on.

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mike answered Jun 30, '16

Hi Dave, As you can see, I moved your post to this thread. This is a private conversation so although you can see it, it is not visible to the rest of the Community. Only to yourself, myself (RingCentral Community Moderators).

Are you saying that if you look at the send fax through the Desktop App, it shows a different name than when you log in via success.ringcentral.com? If so can you include a screenshot as I'm not able to see what is happening on your end?

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