Reported Problem – eFax Can’t Send or Receive
Tier1 or Tier2 Support:
When a client can’t send an eFax through the email client (Outlook) than the issue needs to be resolved on the SR-FAX service portal. http://www.fax-yes.com/YFAdminLogin.php
FAST Discovery:
- Ask what what email is being effected.
- Ask if they can see the fax in their junk mail.
- Ask if they are set up on the email servers yet.
- Send them a test E-Fax under their account.
- Go to the community account in SR FAX and see if they have been added to that community.
Troubleshooting Steps:
- Check the following items
- For North America – Enter a 1 plus the area code and fax number. For example, if the fax number is 613-555-1212 – it would be entered as 16135551212. (Note – be sure to check the number!)
- If the fax number is international add the 011 before the fax number.
- Common failure reasons are as follows:
- Busy
Resubmit fax after a few hours. If the number is always busy, contact the destination. - No answer
Contact the destination; their fax machine may be out of paper or unplugged. - Voice answer
Contact the destination; the number may be a Voice/Fax number and needs to be switched to fax to receive your transmission. - Unspecified
Contact the destination. - Bad fax format
Check the file that is being attached and contact support to make sure CTFax supports this file for conversion. - Transmission error
The destination fax machine may have run out of paper resulting in your transmission being cut off. Resubmit after a few hours. If problem persists, contact the destination. - Recorded answer
This usually occurs if the destination number is answered by an automated attendant. Please contact the destination to get a valid fax number. - Invalid number
This means an unassigned phone number was dialed. Please contact the destination to get a valid fax number. - Unknown country code
Check fax number and resubmit, or contact the
destination to confirm the fax number.
- Busy
DEEP Troubleshooting:
Sending a fax from an e-mail client
You are able to send a fax to a single number or broadcast a fax to a maximum of 9 fax numbers. When sending a single fax you can send a fax with or without a cover page. When sending a fax to a single number simply send an email to the fax number followed by “@fax-yes.com” (e.g. 14165551212@fax-yes.com). It is mandatory to enter your password on the subject line so that we can verify that you are a valid user.
To send a fax without cover page fields, enter the fax number followed by “@fax-yes.com” in the “To:” address field. Note that you will have to attach a file to be faxed and remember to place your password in the subject line as shown below.
Example:
A. Send a fax to 1-413-283-8709 without cover page fields.
14132838709@fax-yes.com
FAX-YES.COM will only accept email messages destined for outgoing faxes from valid FAX-YES.COMusers. The from field of the e-mail message must match an email address specified as an authorized user in your e-mail profile.
The message body will be ignored when sending a fax without a cover page.
To check on the status of the fax, go to the Outbox folder. An e-mail with the final status of the fax will be sent to the parties selected in your profile..
To send a fax with a cover page you will have to use the following format for the subject line which will populate the selected cover page:
To=NameOfPerson
Co=CompanyName
CP=S,C or P
AC=Account or Billing Code
Pass=YourPassword
Sub=SubjectOfYourFax
The cover page fields MUST be separated by a forward slash /. Only the password field is mandatory. If you do not wish to specify a field simply do not include the field in the subject line.
Examples:
A. Send a fax to 1-413-283-8709 with the subject field of the cover page filled.
Send Email To: 14132838709@fax-yes.com
Subject Line: Pass=123456 / sub=Hello there
B. Send a fax to John Smith at 1-413-283-8709
Send Email To: 14132838709@fax-yes.com
Subject Line: Pass=123456 / To=John Smith / sub=Hello there
C. Send a fax to John Smith of ABC Inc, at 1-413-283-8709 with a billing code
Send Email To: 14132838709@fax-yes.com
Subject Line: Co=ABC Inc. / Pass=123456 / To=John Smith / ac=1234 / sub=Hello there
D. Send a fax to John Smith of ABC Inc, at 1-413-283-8709 using the Company cover page.
Send Email To: 14132838709@fax-yes.com
Subject Line: Co=ABC Inc. / Pass=123456 / To=John Smith / cp=c / sub=Hello there
Notice that the you can put the cover page fields in any order and the field names are not case sensitive. You must however split each field with a forward slash “/”.
FAX-YES.COM will only accept email messages destined for outgoing faxes from valid FAX-YES.COM users. The from field of the e-mail message must match an email address specified as an authorized user in your e-mail profile.
The message body will be paced in the comments of the fax cover page and can be plain or HTML text, with or without attachments.
To check on the status of the fax, go to the Outbox folder. You will also receive an e-mail with the final status of the fax.
To send a fax to multiple fax numbers simple send the email to multiple fax numbers:
Since the fax is going to more than one destination, no cover page is available.
Examples:
A. Send a fax to the following numbers: 413-283-8709 515-352-9028 428-523-9932
Send Email To: 14132838709@fax-yes.com; 14285239932@fax-yes.com ; 15153529028@fax-yes.com
Subject Line: Pass=123456
You are allowed a maximum of 9 fax numbers per email.
FAX-YES.COM will only accept email messages destined for outgoing faxes from valid FAX-YES.COMusers. The from field of the e-mail message must match an email address specified as an authorized user in your e-mail profile.
To check on the status of the fax, go to the Outbox folder. You will also receive an e-mail with the final status of the fax.