Support

To submit a FaxCore Support Request, please Click Here

To submit a FacSys Support Request, please Click Here

Customers with a current maintenance agreement have access to an on-line knowledge base and a team of support technicians. Support is provided by email, phone and Go-To-Assist web sessions. Standard support hours are Monday through Friday, 9 AM to 5 PM. A 7x24x365 option is available for an extra cost. To reach support by phone, call +1 (720) 870-4100 and select option 2.

Resources

Please use the following resources to help managers and developers learn more about the technologies used in FaxCore solutions.

Frequently Asked Questions

Please click on any question in the list below to see the answers.

Q. What does FaxCore require for the Operating System?
A. FaxCore is designed and optimized for the Windows Server 2008 R2 and Server 2012 R2 Operating Systems

FaxCore cannot be installed on a Microsoft Exchange Server.

A dedicated server is recommended for FaxCore, but in low-volume environments, customers can run other applications. These include other web servers like Apache and site-specific applications.
Q. What email systems does FaxCore work with?
A. FaxCore will integrate and send messages to any SMTP compliant mail system. These include but are not limited to:

1. Microsoft Exchange
2. IBM Notes (formerly Lotus Notes)
3. Novell GroupWise

FaxCore also has an LDAP compliant connector for use with:

1. Microsoft Exchange
2. IBM Notes
Q. How can I store my received faxes?
A. The original fax is stored as a Multi-page tiff file. The fax can then be delivered as a TIFF or PDF file using the following methods:
  • Email, with a URL in the email notification allowing the user to view the fax in a browser.
  • HTTP or HTTPS post to put the fax in a SharePoint document library.
  • File drop, in order to get the fax into a file folder, where a DMS (Document Management System) may pick up the fax.
  • FTP the fax to another server.
Every fax goes through an OCR process and the results are stored in the SQL database. This enables users to do full text searches on the content of the fax. Another option is to create a PDF file that offers selectable text.
Q. Can FaxCore be integrated with other applications?
A. Leveraging our .NET architecture and superior Software Developer Kit, makes it easy to fax-enable other applications with as few as ten lines of code.

Our File Gateways are used to fax enable any application that can drop a file into a folder.

Our SAP connector, in conjunction with SAPconnect is used to fax enable SAP.

FaxCore’s Printer Driver can process RightFax Embedded Codes, FACSys Embedded codes.
Q. How do users send faxes with FaxCore?
A. The following options are available for sending faxes:

1. FaxCore’s UI is a browser, supporting Internet Explorer, Chrome, FireFox and Safari.
2. Microsoft Outlook with no Exchange connector required.
3. Any email client since standard SMTP is the transport.
4. FaxCore’s client printer driver supporting Vista, Windows 7 and Windows 8 as well as Citrix.
5. Using one of our MFP connectors, whether it be via Sharp (OSA), Konica Minolta (OpenAPI), Xerox (EIP) or Ricoh (ESA).
Q. Does FaxCore support automatic inbound routing to users?
A. The following methods are available for users to route inbound fax transmissions:

1. DID - Direct Inward Dialing is a service feature that allows inward-directed calls to a PBX to reach a specific PBX extension without human intervention.

2. DTMF - Dual-Tone Multi-Frequency (DTMF) requires the caller to enter an extension number when sending a fax.

3. CSID - Call Subscriber ID (CSID) is based on the Fax ID which can be matched to a recipient.

4. Line Routing - Assign physical fax lines to specific users or groups.

5. Custom OCR processing - Run cover pages through one or more OCR engines to help recognize routable attributes of the fax transmission.

6. User Groups - Group of one or more FaxCore users.

7. Time of day - Time periods when fax transmission routing is activated.

8. Caller ID - Unique number of calling party.

The Caller ID data that FaxCore captures also allows the product to maintain a "White List" and "Black List" of fax numbers. This allows organizations to Black List the numbers that Spam Faxes come from.
Q. What file formats can FaxCore convert to faxable files?
A. Yes. Users can attach application files to fax requests.

Available file formats include:

1. MS Office Documents - DOC, DOCX, XLS, XLSX, PPT, PPTX, VSD, and XPS
2. Adobe Acrobat (PDF)
3. Image FIles - BMP, GIF, TIF, JPG, PNG
4. Generic Files - TXT, HTML, HTM
Q. What are the monitoring/tracking capabilities of a FaxCore system?
A. Modeled after the browser-based tracking systems used by top shipping companies, FaxCore tracks incoming and outgoing faxes before, during and after transmission. Arrival confirmation, time of delivery, undeliverable notification, alternate fax numbers, transmission replay and much more.

The track telecom billing feature saves the billing attributes of every transmission, telling you exactly what the phone company is billing you for fax traffic. Proactively monitor your fax costs and shop pricing.
Q. How do I create a fax cover page with FaxCore?
A. Fax cover pages can be created using the following features: placement of graphics and text objects, inserting embedded codes that get translated by the fax server, saving, importing, exporting and printing.
Q. Can I print all of my received faxes at a network printer?
A. Yes.

Network printing services are also available for disconnected sites. This allows fax transmissions to be printed at multiple remote locations without local fax hardware and telephone lines.
Q. How many fax ports does the FaxCore fax server support?
A. FaxCore supports up to 120 ports per server. Additional servers can be added in a distributed model to increase capacity or create a fault-tolerant environment.

FaxCore provides support for the Brooktrout TR1034 fax board. The TR1034 provides up to 30 fax ports in a single Universal PCI slot. The TR1034 has built-in interfaces for T1 and E1 digital telephone services.
Q. Can you explain some of the fax server jargon to me?
A. The following terms are commonly used in the fax industry:

Least Cost Routing distributes outbound faxes over a network or the Internet to a server closer to the destination, reducing phone bills.

Inbound Routing delivers faxes to individual clients on your network.

DTMF Routing: Dual-Tone Multi-Frequency (DTMF) requires the caller to enter an extension number when sending a fax.

Line Routing allows you to assign a physical fax line to a user.

CSID Routing: Call Subscriber ID (CSID) is based on the Fax ID which can be matched to a recipient.

OCR Fax Routing: Optical Character Recognition (OCR) routes a fax to the correct user by recognizing the text on the fax through OCR, and finding keywords related to a recipient.

DID: Direct Inward Dialing is a service feature that allows inward-directed calls to a PBX to reach a specific PBX extension without human intervention.

ISDN: Integrated Services Digital Network is an all-digital network that allows the transmission of voice and data, though only one can be transmitted over a single line at any one given time.
Q. How do I get Microsoft Office documents to be rendered as fax attachments?
A. Server based Document Rendering performed by the FaxCore Rendering Service and/or the native applications provides fast, reliable and accurate conversion of native file attachments into a faxable file format (TIFF).
Q. What if the line is busy or there is no answer when I send a fax? Do I have to re-send the fax?
A. FaxCore will automatically re-transmit faxes that failed due to no answer, busy line, poor connection, and other non-fatal errors. If a failure occurs, FaxCore will re-dial the destination and continue faxing where it left off.
Q. Can more than one user have Admin rights?
A. One or more users can be defined as FaxCore Administrators having full access to all features, including system configuration, and user profile administration. FaxCore Administrators are denoted by simply checking a box in the user's profile.
Q. How do I know if the intended recipient received my message?
A. FaxCore users receive notification in response to their send and receive actions. Notifications are issued when faxes are sent successfully, when faxes are sent unsuccessfully, when faxes are received successfully, and when faxes are not received successfully.
Q. Do I have the option to preview my messages before they are sent out?
A. Users can instruct FaxCore to hold sent faxes at the fax server and gain the ability to review outbound fax messages before transmission takes place. In addition to verifying the rendered fax image, users can check the fax destinations and options.