question

chris-wilson3888 asked Dec 17, '16 mike answered Dec 20, '16

Receiving Fax Fails Due to Greeting

I have a Canadian account and I'm having trouble receiving faxes from certain people. Their fax machine fails to start sending because the fax line has a voice greeting. So their machine figures it's a voice line and cancels the send. Is there a way to have the fax line answer as if it were simply a fax machine?
I even tested this with my older email-to-fax service "MyFax" and had the same issue. The error MyFax gave was "The fax you attempted to send through MyFax to 1905294**** did not go through because someone answered the call."

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danno147 answered Dec 17, '16

Is this for the main fax number on your account or an individual DID that acts as a voice/fax line?

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chris-wilson3888 answered Dec 17, '16

It is for the main fax line. The line is used only for faxes. Before we switched to RingCentral that number was the dedicated line attached to the fax machine so we didn't want people to have to learn a new number.

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chris-wilson3888 answered Dec 17, '16

In the phone system menu and the phone numbers side menu it shows two numbers. First is Main Number and the other is Fax

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danno147 answered Dec 17, '16

You did the correct thing making it the main fax on the account. What's confusing is why there is a "voice greeting" on your fax line. Does the Number Type: show as Fax? I tested with my account, and when I call my fax number, there is no voice greeting - just the fax signal - whihc is how it should be. Is there any special programming or advanced rule on that number?

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mike answered Dec 20, '16

HI Chris,

Just following up to see if you are still having this problem. If so we can take a look at the specific user/phone/fax numbers involved. You can either post a new private conversation or contact Live Chat so you don't have to posts numbers here if you wish.

Mike

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danno147 answered Jul 28, '20

That should be it. Not sure if your RC portal looks different than a US customer (like me). When you click on the fax number, what shows in the next screen? Should only be which extension the faxes should go to.

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chris-wilson3888 answered Jul 28, '20

It shows the extensions and ask where I want faxes forwarded to.

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danno147 answered Jul 28, '20

Mine too. So we appear to be the same. If I had to guess, there is an advanced rule or something. When you call the fax number from your cellphone, what do you hear? a greeting or the fax tone?

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