Last Modified: 09/28/26


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:

There are 3 sections below, separated by the Roman Numerals.

Use the section that best matches your issue to troubleshoot.


I. Steps to sending a fax using Outlook and the Imagicle digital fax solution:


Image Example for the steps below


Begin by drafting a new email:

  1. In the To field, enter: [email protected]
  2. In the Subject field:
    1. Enter the destination fax number.
    2. If including a subject, place the fax number in parenthesesand add the subject after it.
      • Example:
        (12143035515) Invoice Documentation

    3. If no subject is needed, enter only the fax number.
      • Example:
        12143035515


  3. Attach the document(s) to be faxed.
    • Attachments will be sent after the fax cover page.

  4. Enter any comments in the body of the email.
    • The email body appears in the Commentssection of the fax cover page.
      • [needs picture example]
    • The sender's email signature will also be included unless removed.

  5. Click Send.

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

  • After sending the fax, the user should receive three separate 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


III. 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: 
  3. Verify attachments open correctly and are not corrupted.
  4. If the issue persists, escalate to the Escalation Groupwith 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 Group: 

Telephony