10/24/18 19:24 PM  

Fax - Unable to receive faxes | RingCentral

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SummaryWhen you are unable to receive fax messages to your RingCentral fax number, it is necessary to check the phone number type, and/or the settings of the extension where your fax number is assigned. Follow the instructions below to resolve this issue.
Details

Types of Fax Numbers in the RingCentral system

1. Main Company Number and Fax Number. To check this fax number, Log In to your RingCentral Account as an Administrator > Go to Admin Portal > Phone System > Phone Numbers > Company. 

User-added image

If you don't have a Fax number in the account, you can click Add to order a fax number for the account. Faxes can be sent to either number, and depending on which extension these numbers are assigned, that's where the faxes will be sent. See Fax - Where to view received faxes for more information.

2. User Extension's Direct Number. A direct number may be assigned to any user extension. This additional number may be a used to receive both calls and faxes, or it may be dedicated to receiving faxes only. Check the following articles to learn more:
Direct Number - Add to User 
Phone Numbers - Set another User's direct number - Admin - this article discusses how to set the Phone Number Type 

Fax messages sent to this number can viewed in that User's Recent Messages screen or Messages Inbox



Unable to receive fax in Main Company Number

Cause: May be caused by the baud rate being set too high on the sender's fax machine. 
Solution: If you have access to the sender's fax machine: 
1. Lower the baud rate to 7200, and
2. Disable Error Correction.
3. Check Advanced rules to be sure none are interrupting or redirecting the fax.
4. Make sure the Company number is both Fax and Voice
5. Confirm that the sender can call (voice call) the fax line from their line and location to ensure reachability.

Unable to receive fax on the Company Fax Number.

Cause: May be caused by the baud rate being set too high on the sender's fax machine.
Solution: If you have access to the sender's fax machine: 
1. Lower the baud rate to 7200, and
2. Disable Error Correction.

Unable to receive fax on a User Extension's Direct Number - Phone Number Type set to Voice and Fax
Some user extension's direct number are used for receiving both voice calls and fax messages.

Cause: Unable to receive fax messages on this type of extension is caused by these settings: User Greeting, Connecting Message, Audio While Connecting, Hold Music, and Voicemail Greeting. Analogue fax machines will terminate the fax if a voice suddenly cuts in while negotiating the T.38 fax protocol. 

Solution
1. The settings mentioned above needs to be disabled.

However, this will not work if the extension is also used to receive voice calls. Adding a Direct Number to this extension is recommended, and set the Phone Number Type to Fax Only.

Having a dedicated fax extension with a direct number is recommended. Set the Phone Number Type for the direct number to Fax Only. For more information on adding direct numbers, go to Direct Number - Add to User

2. If you have access to the sender's fax machine, lower the baud rate to 7200.
3. Disable Error Correction.

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