Setting up Virtual Fax (vFax)

This feature is limited release.
Ting Voice is only available to a select group of limited release participants. If you are not participating, this article does not apply!

Virtual Fax (or vFax) is an alternative to a physical fax machine that allows users to receive faxes via email.

A phone number must be set up with Virtual Fax to receive faxes. Inbound faxes to that number are converted into PDF files which are then delivered to the email addresses specified for that phone line.

Setting up Inbound Virtual Fax

  1. Go to Account > Users.
  2. Locate the user you're enabling Virtual Fax for, then click Edit.
  3. Go to the user's Voicemail tab.
  4. Scroll down to Message Settings and check Forward voicemail messages.
  5. Enter the email address where their voicemail messages and faxes will be sent.
  6. Click Save.

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Enabling Outbound Virtual Fax

What is Outbound Virtual Fax?

Outbound Virtual Fax is a simple service that enables users to send faxes right from their email accounts. Emailed faxes are sent from [calleridnumber] 

  1. Go to Business Cloud > Virtual Fax.
  2. Under Outbound Fax Settings, click the toggle to Allow Outbound Faxing.
  3. Select a caller ID number from the drop-down menu. Faxes are sent from this phone number.
  4. Click Save.

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Once enabled, any account user who has an email address on their profile can send a fax from their email account.

Sending an Outbound Virtual Fax

  1. Compose a new email.
  2. In the To field, enter each recipient’s fax number followed by
  3. Attach a PDF that is less than 10 MB.
  4. Send the email.

Tips for composing a Virtual Fax

  1. There is no need to enter anything in the subject or body of the email. Anything entered in these fields will not be sent as part of the fax. 
  2. If a cover letter is needed, it must be included in the PDF.
  3. An outbound fax email can only contain 1 PDF attachment, up to 10 MB large.
  4. Each account can send up to 100 emails (faxes) in a 24-hour period.
  5. Each recipient counts as one fax.

How Virtual Fax Works

The Virtual Fax system converts the PDF users attach to their email into TIFF format (black and white, 300 DPI, 204x196 resolution) and adds a header to the top of each page before sending it to the recipients.

The header includes the following information:

  • Date and time it was sent, based on the address attached to the caller ID
  • Company name, which is the name of the account on the Ting Voice platform
  • Phone number (caller ID) it was sent from
  • Page number

The platform will attempt to send the fax for up to 5 minutes per email address. If a fax fails to transmit, it will go to the end of the queue, and the system will attempt to resend it, just like a traditional fax machine does.

During this process, the sender will receive at least two status update emails:

  1. Confirming that their fax is processing
  2. Indicating whether the fax was sent, failed, or partially failed. 

If the fax cannot be sent within approximately 30 minutes, the sender will receive an email indicating the fax has failed or partially failed (sent to some but not all recipients).

Reasons Why Virtual Fax May Fail

  • Caller ID is not set
  • Caller ID phone number was deleted
  • Daily email limit reached
  • Invalid file type
  • Invalid destination
  • No attachment
  • Multiple attachments
  • PDF conversion error
  • PDF is password protected
  • Sender’s email address is not associated with an account user
  • Unreachable destinations
  • Additionally, if an account is disabled or suspended, any emails attempting to fax from users on the account will be ignored.

Important Note on HIPAA Compliance

Outbound Virtual Fax is not HIPAA compliant. Do not send any protected health information through this feature.

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