We have compiled a list of common questions we get about faxing and provided answers below. If your question is not answered in this article, please reach out to our technical support team at support@sip.us and we will get back to you.
What fax services do you provide/support?
- SIP.US provides two fax solutions: efax (fax-to-email) and SimpleFax, which is a secure method of connecting our ATA device directly to your fax machine and transmitting faxes.
- Fax-over-IP is possible (such as T.38), but SIP.US does not guarantee transmission and our support team will not provide configuration or troubleshooting support. Please see our official fax support policy on fax-over-IP.
How do I use (send/receive) faxes with the efax service?
- Please see this step-by-step guide: Fax-to-Email/Email-to-Fax How-To
Where can I purchase a new fax number?
- Fax orders can be placed from the Fax tab in the customer portal.
Can I port an existing voice number for fax service?
- Yes, contact our Number Porting team to begin the porting process for an internal port.
Can I just buy fax service with SIP.US?
- SIP.US specializes in voice services and only provides fax to customers as a convenient add-on to existing voice service. Fax is not available as a standalone service and SIPTRUNK does not provide custom solutions or volume pricing.
How can I get support for fax?
- Please submit a support ticket to support@sip.us and include all relevant details regarding your issue. Our technicians will review your request and correspond on the ticket with assistance. Due to lead times and the infrastructure of the fax server, we do NOT provide on-demand phone support for fax service. Please schedule a time with a support agent if you plan to be on site and require immediate assistance.
Do you support email notifications and email copies for fax service?
- Yes, both efax and SimpleFax support email notifications and include a copy the first page of a fax as an attachment in the notification email. Notifications can be set to ON, OFF, or FAIL ONLY. If you need a copy for more than the first page of the fax (multi-page faxes), then you would manually download the file from the customer portal under the Fax tab. Click the “View Faxes >>” button under the relevant number to pull up records. Click on the Adobe Acrobat icon on the left-hand side of the interface for the fax you wish to download and open.
Where do inbound efax faxes originate from? What do I need to whitelist to receive the fax email copy?
- Faxes are delivered from noreply@faxtrunk.us.
- Fax delivery notifications are communicated from noreplyconfirm@faxtrunk.us.
What server IPs do I need to whitelist for the SimpleFax ATA device?
- 70.97.122.96 – 70.97.122.127 - 70.97.122.96/27
- 199.242.63.144 – 199.242.63.159 - 199.242.63.144/28
- 23.175.64.32 – 23.175.64.47 - 23.175.64.32/28
- Ports that will need to be opened on your firewall: 443 & 25 (make sure nothing is blocking the 443 port).
Is SimpleFax HIPAA compliant?
- Yes, our SimpleFax ATA product uses HTTPS and is HIPAA compliant.
Can efax support multiple employees able to send outbound faxes?
- SIP.US can whitelist your company domain to allow anyone at the company with a domain-matching email address to send outbound faxes from your efax number. Please open a support ticket for fulfillment of this request.
- If the first option is considered a security risk, we recommend creating a dedicated email address for outbound faxing and providing the login credentials to the authorized employees.
Does inbound faxing support delivery to multiple email addresses?
- SIP.US does not support the capability directly. Only a single email address can be assigned to receive faxes at any given time. However, a workaround to this would be to create an email address at your company which can then serve as a distribution list to multiple emails.
Example: You create “faxdistribution@yourcompany.com” and set a forwarding rule to send all received emails from faxtrunk.us to a list of employees.
Is it possible to do number forwards with faxing?
- We can forward a fax from any voice number to a fax line, but you cannot forward a fax from one fax number to another.
Can I send international faxes?
- No, only US and Canada are supported.
What size formats do you support for fax?
- Our standard format is A4-sized paper dimensions = 8.3 x 11.7 inches (210 x 297 mm).
Can I add my email signature to the fax and add other text in the email body?
- No, any company logos, signatures, etc., need to be formatted in the pdf file.
How long do faxes take to process?
- Fax transmission speeds vary based upon the queue volume in our fax server, but can process in as little as just a few minutes. You may see occasional longer transmission times.
How can I get usage reports for fax?
- Navigate to the Fax tab in the customer portal and select “View Faxes” for the number.
- SIPTRUNK does not provide detailed long-term logs for fax service and recommends backing up all data locally. Our fax server stores fax logs for at least 30 days.
Can I download a copy of a fax from the customer portal?
- Yes, if the fax was delivered successfully (inbound or outbound), then it will appear in the logs and is available to download within 30 days of delivery. Navigate to the Fax tab of the customer portal and click the “View Faxes >>” button under the relevant number to pull up records. Click on the Adobe Acrobat icon on the left-hand side of the interface for the fax you wish to download and open.
What fax ATA is used with SimpleFax and can I bring my own?
- Audiocodes MP202B is D models (legacy).
- Audiocodes MP202B HTTPS V2 or 202D is VT models (current).
- SIP.US only provides fax service for the equipment it sells and provides, no exceptions.
What is the efax file size limit?
- 50MB (~195 pages).
Is it possible to assign an efax number or an existing number configured with SimpleFax to a new ATA device?
- Yes, follow this Simple Fax ATA Order Process guide if you plan to use an efax number with your new ATA. If you need to provision an existing SimpleFax fax number to a new ATA fax device, please submit a request to the Support team before ordering the new device.
What does the SimpleFax email copy function in the customer portal do?
- The email copy adds the option to receive an email copy of the fax and notifications for what is sent to the ATA.
Can I configure multiple devices to a single ATA?
- No, this configuration option is not available to guarantee the service reliability of the device and each independent fax line.
Can I additionally configure the SimpleFax ATAs to route SIP traffic to/from phones?
- No, the Audiocodes MP-202 devices only handle HTTPS for the fax service.
Can I log in and make changes to the settings in the SimpleFax ATA?
- SIP.US preconfigures the Audiocodes devices to work specifically with our fax server. The product is designed to be plug and play, with no user setup required within the Audiocodes device settings. There is never any reason you would need to log in to the ATA directly. At most, our Support team will only ask you to apply a device reset via the button on the back of the device when troubleshooting connectivity issues.
If you were to log in to the device and make changes to settings, it would run the risk of bricking the device. If the device cannot be restored to the default preconfigured settings, SIP.US will not be liable for the costs of replacing the device.
Is there a warranty for the SimpleFax ATA?
- SIP.US provides a 1-year warranty from the date of purchase of a SimpleFax ATA device that covers hardware failures resulting from normal operations and deployment. Physical damage or end user modifications to device settings in the GUI are not covered.
- SIP.US provides technical support for as long as the device is in service, which includes troubleshooting issues with sending and receiving faxes and troubleshooting the connectivity status of a device.