Limitations of Fax over VoIP
For sending an occasional fax, many business customers find Fax-over-Internet services to be cost-effective and adequate for their needs. However, faxing over the internet has known limitations. RingCentral uses the T.38 standard for faxing and adheres to the FCC guidelines regarding its use. This standard is interpreted differently by the various carriers and service providers on the public telephone and internet networks. Given this, the T.38 standard cannot be guaranteed on all end to end connections. As with any new service, it is best to test speed, quality, and reliability in advance of adoption.
If your business is heavily dependent on regularly faxing large, multi-page documents, we recommend that you maintain an analog landline and a traditional fax machine for reliable and consistent performance.
Listed below are basic troubleshooting steps for common topics and fax failures that you may encounter. If you are unable to find resolution to the issues listed below, please Contact RingCentral Support
What is FaxOut?
FaxOut is a fax sending tool, embedded on the RingCentral Online account, to send out faxes from your computer even without a fax machine. Using FaxOut, you may send faxes to a single contact or a contact group right away or on a selected schedule.
, located at the upper left portion of the page right below the Logout link.
Enter the Recipient's Fax Number.
You have 2 ways to enter the Fax Recipient's phone number:
You can enter the Recipient's fax number on the box provided. If you want to send the fax to multiple recipients (up to 50), you can enter the fax numbers separated by commas or semi-colons.
To include the Name of the Fax Recipient in the Fax Cover Page, format should be “firstname lastname”<space>Fax number. Example: "James Reid" (6505393557)
You can click on the Contacts button to select from your extension's Personal Contacts list.
Select a Fax Recipient/s from your list of Group or Personal Contacts.
next to the number where you want to send the Fax message.
If you want to include a Cover page to the Fax message, continue below.
If you want to send attached files only (no Cover page) as a Fax message, skip to Step 5
Include a Cover Page
Tick the box I want a cover page
When you select I want to cover page, you will have the option to Select a Cover Page
template from the drop-down list.
To preview your selected cover page template, click the Preview
button. IMPORTANT: The Preview button will only show the image of the cover page template that you have selected. This image will not include the Recipient's information, your information, and the note that you have typed in the Cover Page Notes box.
For more information about the Fax Cover Page, go to Setting Up the Fax Cover Page on the RingCentral Online Account
After selecting the Cover Page template, type your message/note in the box provided for the Cover Page Notes
To attach documents to your Fax message, click the source of the files to be attached.
If you want to attach a document from your cloud storage (Dropbox, Box, or Google Drive), you will need to authorize RingCentral service to access your cloud documents.NOTE:
To prevent fax attachment issues,
• Ensure that the attached files are supported. The file name of attached files should not include ampersands (e.g. &) or other special characters. For more information, go to Supported File Attachments for Faxes
• Ensure that the number of pages do not exceed 200 pages per attachment
• Ensure that the total size of attached files do not exceed 20 MB
• If you need to send a file larger than 20 MB or a file with more than 200 pages, you may need to split it into multiple files and send those files separately to meet the above requirements.
You can schedule your fax to be sent immediately or at a later time.
To send your fax immediately, tick Send Now
, and then click Send Now
a fax that has already been sent but not answered yet, go to Outbox Folder
To know how to check the status
of your fax, go to Checking the Status of a Fax Message
To send your fax at a later time, tick Schedule
, and then choose the Date and Time when RingCentral will send the fax message.
Once the Date and Time is set, click Schedule
The fax message that you scheduled to be sent at a later time will be saved in your Outbox
For steps on how to cancel
a scheduled fax, scroll down or go to Outbox Folder
To check the status
of your fax, scroll down to Checking the Status of a Fax Message
for more information.
When you Send or Schedule a fax, the fax message is saved in your Outbox folder until it is answered by the Receiving Fax number. To access your Outbox folder, follow the steps below:
If you are a User with no Administrator access
, click the Messages
tab on your RingCentral Online account.
If you are an Administrator, you have to switch to My Extension
view, and then click the Messages
RingCentral will need to process and covert your fax message into a format that regular fax machines can read before sending. You can still cancel your fax message before it is sent or answered by the receiving number.
If the view button
on a fax message is grayed out, it means that RingCentral has not attempted to send it yet, which means that you can still cancel the fax message. IMPORTANT: If the view button on a fax message is illuminated, it means that RingCentral has started to send it. Once RingCentral has attempted to send your fax message, it can no longer be cancelled even after deleting it from your Outbox folder. When the fax failed to send on the 1st attempt, RingCentral will automatically attempt to resend the fax within 5-10 mins after the attempt. This is useful when the Recipient's number is busy. When the fax still fails to send on the 2nd attempt, RingCentral will resend the fax for the last time and marks it as failed when it still fails on the 3rd attempt. NOTE:
When your fax message has been sent successfully, the fax will disappear from the Outbox folder and move to the Sent items folder. When the fax message failed to send (3rd attempt), it stays in the Outbox folder so you can attempt to resend at a later time.
For more information on why the fax sending failed, you can check the Call Log section of your account. For detailed information about Call Log, you can go to Call Log Overview
. For a quick overview, scroll down.
The example below shows the Call Log section filtered to show the status of Sent Faxes
Under the Call Log section, open the Advanced Features, filter the following information and click the Show button.
• Date: You can specify the date or choose to show logs for the last 7, 30 or 60 days.
• Type of Call: Select Fax
• Direction: You can choose to show Inbound, Outbound or Both.
On the sample log below, it shows the Recipient's Fax Number under the Phone Number
column, and the status of the sent fax under Results
. When you hover your mouse over the result, you will get a bubble showing more information about the result.