Faxmaker FAQ’s

 

  1. What is the fax server application used by CareGroup?
  2. You are not a FAXmaker user. Please contact your FAXmaker administrator.
  3. How do I address a fax?
  4. Can I send faxes to international locations?
  5. Can I receive inbound faxes through my CareGroup Exchange email account?
  6. Can I send faxes from my home if I am a remote user of CareGroup’s Exchange email system?
  7. How quickly can I expect a fax that I send through Exchange to be transmitted?
  8. How will I know if my Fax was successfully sent?
  9. Will the fax received by the person to whom I am sending it look the same as my original?
  10. What attachment types are supported by the Exchange fax service?
  11. What versions of Adobe PDF and Microsoft Office documents are supported?
  12. What happens if I send an attachment that is in landscape rather than portrait page orientation?
  13. Does the fax service support optical character recognition (OCR)?
  14. What header and footer information is automatically added to my fax?
  15. What information is contained in the fax cover letter?
  16. My organization would like to have a customized fax cover sheet, header and footer.
  17. Can I use the system with my MAC?
  18. Will my fax be transmitted securely?
  19. Will sending faxes through Exchange impact my file storage?
  20. Who pays for the long distance charge incurred when my fax is sent?
  21. When is it appropriate to send a document by fax versus a regular email?
  22. How do I enter a fax number in my Outlook Contacts folder?
  23. What precautions should I take in addressing a fax?
  24. How do I change the default address book setting from the contacts folder to the Global Address List?

 

1.      What is the fax server application used by CareGroup?  

CareGroup Information Systems has installed FAXMaker for Exchange by GFI Fax & Voice, Ltd.  (http://www.gfifax.com)

 

2.      You are not a FAXMaker user. Please contact your FAXMaker administrator. 

It may take up to a week before FAXmaker’s list of authorized Exchange users is synchronized with the Exchange system.   If it has been more than 7 days since your Exchange account was established and you still are unable to send a fax via Exchange, contact the IS Support Center (754-8080)

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3.      How do I address a fax?  

The preferred method is to enter a fully qualified name and number in the “To” field of an email.   The format is:

 

 [Faxmaker:name@organization@999-999-9999]  

 

The [ ] must be included in the address.  The “@” sign inserts a carriage return, line feed.   As an example, to send a fax to John Doe at Fleet Bank at fax number 617-555-1212, you would enter this in the “To” field of the email:

 

            [Faxmaker:John Doe@Fleet Bank, Boston, MA@617-555-1212]

 

You need to enter the full 10 digit number even for local calls. It is not necessary to enter a “9” for outside access or “1” for long distance.   The fax cover sheet will use the address information in its “To” field.  The above entry would generate a cover letter with the “To” address shown as follows:

 

            To:  John Doe

                   Fleet Bank, Boston, MA

 

For PC users, the Outlook Personal Contacts folder can also be used.   It is not, however, the preferred method.

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4.      Can I send faxes to international locations?

No.  Currently, the FaxMaker lines are restricted to the US and Canada.

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5.      Can I receive inbound faxes through my CareGroup Exchange email account?

No.  The fax capability is currently limited to outbound faxing only.  At some point in the future, we may add inbound faxing.

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6.      Can I send faxes from my home if I am a remote user of CareGroup’s Exchange email system?

Maybe.  If you are using the VPN, Metaframe or Outlook Web Assistant (OWA), you will be able to send a fax.  If you are a POP account client, you will not be able to send a fax.

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7.      How quickly can I expect a fax that I send through Exchange to be transmitted?

As with regular fax machines, it depends on how many faxes are received at the same time, the content of your fax, the traffic at the site to which you are sending and other factors.  Generally, you should receive a confirmation report indicating the fax was successfully transmitted within 3-4 minutes of the time you sent it.

 

If FAXmaker encounters a busy signal, it will retry every 30 seconds.  If not successful after three tries, an error message will be returned indicating the fax was not sent.

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8.      How will I know if my Fax was successfully sent?

After sending the document, FAXMaker will return an email message to you indicating the fax was sent.  The delivery date/time, connection time, page count, and other transmittal information will be included.

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9.      Will the fax received by the person to whom I am sending it look the same as my original?

Yes.  Bolding, italics, size differences and most font variations will be preserved.  When using fonts it is advisable to use the standard fonts that come with windows.  The fax server can only interpret fonts that it has installed.

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10.  What attachment types are supported by the Exchange fax service?

Currently, we support Adobe (.pdf) and Microsoft Office Professional documents.  The latter includes Word, Excel and PowerPoint.   One known exception is Excel workbooks with more than one spreadsheet.   Only the spreadsheet active when the document was saved will be rendered.

 

Gif, tiff, jpg, bmp, and several other document types are not directly supported as attachments.   Many of these file formats can be sent if they are embedded within an Adobe PDF or Microsoft Office document.

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11.  What versions of Adobe PDF and Microsoft Office documents are supported?

Office 2000 and all prior versions of Word, Excel, and PowerPoint compatible with Office 2000 are supported.

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12.  What happens if I send an attachment that is in landscape rather than portrait page orientation?

The fax will print with a landscape orientation.   In tests we have completed, some spreadsheet displays are compressed and may not print correctly in landscape mode.

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13.  Does the fax service support optical character recognition (OCR)?

Not at this time.

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14.  What header and footer information is automatically added to my fax?

The top of each page faxed will identify the sender, the addressee, page number, and date/time of transmittal.   The sender’s identifying information is based on entries in the Global Address Listing in Exchange.   These entries can only be changed by IS Call Center Support staff.    The addressee’s name is based on what was entered in the “To” field of the outgoing fax message.

 

At the bottom of each fax, a privacy notice is inserted.

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15.  What information is contained in the fax cover letter?

The CareGroup logo, time/date of transmission, to/from information, and subject is included in the cover letter.   If you used the [FAXmaker:name@organization@6175551212] format to address the message, include enough information to insure proper routing when your fax is received.

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16.  My organization would like to have a customized fax cover sheet, header and footer. 

Only the standard CareGroup cover page, header and footer are supported at this time.

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17.  Can I use the system with my MAC?

Yes, providing you use the [FAXmaker:name@organization@6175551212] addressing convention.

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18.  Will my fax be transmitted securely?

The only difference between sending faxes through a regular fax machine and FAXmaker is that a system administrator could view faxes on the server while they are in transit.  Once the fax has been sent it is deleted off of the server.   Information Systems has a strict policy forbidding the reading of confidential information.

 

As with any fax, you should be cautious about sending a sensitive document to a location where the receiving fax machine is located in a common area.

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19.  Will sending faxes through Exchange impact my file storage?

Not if you are diligent about regularly cleaning out your “Sent” folder.  All Exchange users, regardless of whether or not they use FAXmaker should do this maintenance task.

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20.  Who pays for the long distance charge incurred when my fax is sent?

The fax service is intended for official CareGroup business only.   All faxes are routed through the BIDMC phone system where the FAXmaker server is located.   All telephone charges are therefore incurred by BIDMC.  Information Systems will be reviewing the fax logs from time to time to see if there is high use by entities outside BIDMC.   Expense allocations may be necessary in the future.

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21.  When is it appropriate to send a document by fax versus a regular email?

It depends on the client that will be used by the addressee to read the message. Generally it is preferable to send an email.  Email provides higher fidelity, more features, better security, faster transmission and greater cost savings. If the person does not have an email client that can render attachments or does not have the ability to translate Word, Excel, or PDF files, you may be better off sending a fax.

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22.  How do I enter a fax number in my Outlook Contacts folder?

We suggest you do not use this method as our tests indicate Exchange customers often send to fax addresses inadvertently when they intended to send to an email address.   This could result in confidential information being presented to unauthorized persons.

 

It is possible to use a fax number from your contacts list if you are using a Windows based PC and Outlook as your email client.   From the Outlook shortcuts, select “Contacts”.   Chose an existing contact or add a new contact.  The fax number should be entered in the business fax field under the general tab with a fully qualified, 10 digit number, e.g. 6175551212.   There is no need to enter a “9” for outside access or a “1” for long distance.  The telephone system automatically detects this.

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23.  What precautions should I take in addressing a fax?

Fax entries are listed adjacent to email addresses in your personal contacts folder. It is easy to pick the fax address in error if you are not careful.  This could cause a sensitive message to be sent to a fax machine in a common area rather than received in a private email box.   Be careful when you address your messages.

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24.  How do I change the default address book setting from the contacts folder to the Global Address List?

While in Outlook click on Tools – Services.  A dialog box will appear that will have three tabs.  Click on the last one labeled Addressing.  In the box labeled “Show this address list first:” click on the drop down box and select “Global Address List”.

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