question

hootsuite-app19 asked Dec 29, '16 bob-robinson3288 commented May 11, '17

Fax: Are other people having issues?

In response to David Geller on FACEBOOK: http://www.facebook.com/10204269293400114/posts/10155629860553989 I was wondering if other people are having same issues. My fax quality in the last year has gone done. I have been using RingCentral since 2009. I opened a ticket months ago and had many interactions with support. But they claim my service is fine because every text fax looks good. There are several numbers I receive faxes from that account for most of the garbled faxes but not just one and it's intermittent. It is a lot of extra work to call back the sender and ask to re-send, multiple times. When I look at call log there are even more bad faxes. Is this a RingCentral issue or just a VOIP issue? The first five years were not perfect but much better than this. I talked to Vonage and others to get a quote and Vonage tells me they own and service all of their equipment and services where RingCentral just resells service. Has anyone heard this before?

topic-default

1 |1000

Attachments: Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

mike answered Dec 29, '16

Hi David,

There are a lot of things that affect the quality and success rate of faxes, especially in the VoIP world. Sending from an older analog machine to a VoIP system is a very complex process.

However, there are several things users can check to improve quality and success rates. Please visit the following page: Fax Troubleshooting Checklist

If you continuously have problems, especially from the same sender, then try to find out what type of machine or service they are using, document the date, times, sending & receiving fax numbers and open a support case.

Mike

1 |1000

Attachments: Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

bob-robinson3288 answered May 11, '17

As a mortgage company we have lots of fax users and seem to have better luck with lines that are not tied to a direct user. I don't understand the differences in what is happening with the initial handshake between a fax machine and a user number versus a company number, but the results are definitely different, to the point where one of my departments is now requesting a second number for each user that would be their fax number. This creates other headaches (which number do you log into for RingCentral Desktop - fax number so it shows the right number on cover pages, or the main number but modify the cover page to show their dedicated fax number, etc.) that I'm not interested in tackling at this point. Now I am having reports of fax senders getting busy signals when trying to send (which is way harder to troubleshoot because it never shows in call log in RingCentral). In any case, I'm starting to get pressure to move away from RingCentral because of faxes...

1 |1000

Attachments: Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

Chuck Fuscone answered May 11, '17

Hi Bob, so let me make sure I understand. When faxes come in to your "Company Fax" the results are better or worse than when they come to a users digital line number (That is also a fax line)

Is that what you are saying?

Please confirm

Thank you

Chuck
Certified RC Installer

1 |1000

Attachments: Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

bob-robinson3288 answered May 11, '17

Yes, we had lots of issues with inbound faxes to user DIDs. Switched our Processing department to have a main fax number that does not ring for an individual user and got much more consistent results. In the last 60 days we have only had 2 incomplete faxes.

Of course, now the issue is that 12 people are getting every fax forwarded to their inbox and they have to sift through them to find which ones are theirs.

1 |1000

Attachments: Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

Chuck Fuscone answered May 11, '17 bob-robinson3288 commented May 11, '17

Hi Bob, is there any correlation with the user being on the phone when the fax comes in or is it any time?

What phone type are they using?

Just trying to understand the setup

thanks

Chuck

1

1 |1000

Attachments: Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

bob-robinson3288 commented · May 11, 2017 at 08:24 PM

All different times ... sometimes the inbound fax causes their phone to ring, other times it doesn't. They have Polycom VVX-500 desk phones but it doesn't seem to correlate as to whether or not they are on the phone at the time.

0 ·