Issue:


The user needs to send a fax through Outlook using the Imagicle digital fax solution.


Environment:

  • Microsoft Outlook
  • Imagicle Digital Fax Solution
  • All Associa users


Cause:


Users may be unfamiliar with the new Imagicle fax process and how to correctly format the email when sending a fax from Outlook.


Resolution:


To send a fax using Outlook and the Imagicle digital fax solution:

  1. Open a new email message in Outlook.
  2. In the To field, enter: [email protected]

 

In the Subject field:
  • Enter the destination fax number.
  • If including a subject, place the fax number in parentheses and add the subject after it.
    • Example:
      (12143035515) Invoice Documentation
  • If no subject is needed, enter only the fax number.
    • Example:
      12143035515
  • Attach the document(s) to be faxed.
    • Attachments will be sent after the fax cover page.
  • Enter any comments in the body of the email.
    • The email body appears in the Comments section of the fax cover page.
    • The sender's email signature will also be included unless removed.
  • Click Send.


When you send the FAX, there will be three expected notifications:


After sending the fax, the user should receive three email notifications:

  1. Fax queued for destination number

    Fax queued for destination number 12143035515

  2. New fax notification

    New fax from ((+12145699386))

  3. Fax successfully sent confirmation

    Fax was successfully sent to 12143035515 at 12143035515




If the fax fails to send, notifications are not received, or the user receives an error message:

  1. Verify the destination fax number is entered correctly in the subject line.
  2. Confirm the email was sent to:
    [email protected]
  3. Verify attachments open correctly and are not corrupted.
  4. If the issue persists, send the ticket to Telephony with the following information.
    • When the Service Desk sends a ticket to the Telephony team, please include:
      • Fax Number
      • Who should receive the fax (Shared Mailbox or User)
      • Who should have "Send access"
      • Who should have "Receive access"
      • Who should have both Send and Receive access


Escalation: Telephony