Using ShoreTel Connect HYBRID Fax

Content

The following sections provide detailed information about configuring and using ShoreTel Connect HYBRID Fax.

Table of Contents

Features
Requirements
Use
FAQ
Activate Service
Manage Settings

Features

Requirements

Use

Sending a Fax
Cover Page
Attaching Documents
Using Your Email Address Book for Faxing
Fax Retry Schedules
Supported Document Types
Supported Languages

Sending a Fax

  1. Compose an email message addressed to faxnumber@shoretelfax.com.
  2. Format the fax number as follows:
    • country code + area/city code + number (See the table below for examples.)
    • Enter digits only. (Do not use dashes.)
    • The country code for the U.S., Canada, and Caribbean is "1".
  3. The subject of the email is displayed as the Subject on the cover page.
  4. The text in the body of the email is displayed as Comments on the cover page.
  5. Attach the file(s) you want to fax.
  6. Click Send.
Faxing to U.S., Canada, or the Caribbean: 16461234567@shoretelfax.comAlways use "1" plus the area code and fax number, even if you are faxing to a local number.
Faxing to all other countries: 81312345678@shoretelfax.com Always begin the fax number with the country code. Do not use the country's international calling access code of "011" or "00." The example to the left is for sending a fax to Japan, where the country code is "81".
  • Note: If attempts to send faxes to international fax numbers are not successful, contact ShoreTel Support.

Cover Page

The following sections explain what happens when the cover page option is selected or not selected. Note that the cover page option is labeled as "Cover" in Edit User Settings, "Include Cover" in Add Users, and "Include a cover page with your fax" in Edit Account Settings.

Cover Page Option Is Selected

When the cover page option is selected for a user, a system generated cover page is included as the first page of each fax. A fax cover page consists of the date, the user's email address, the number of pages in the fax, and the following sections, which are populated from the content in the email that is used to send the fax:

If you type a lot of text in the email, the Comments will continue on a second cover page. Any documents that you attach, such as a Word doc, Excel file, or JPEG image, will follow the cover page, and each document will start on a new page. If you do not include any text in your email, the cover page is still included, but the Comments area is not populated.

Cover Page Option Is Not Selected

If the cover page option is not selected, a system-generated cover page is not included with each fax. Not using the system-generated cover page enables you to include a custom cover page attachment. However, to ensure that your custom cover page appears as the first page of the fax, include only one attachment per fax. The ShoreTel Fax system uses the first page of the attachment as the fax cover page.

When a fax contains multiple attachments, the order in which files are attached to the email is random. The system may use the first page of an attachment that is not intended to be the first attachment and does not contain the cover page. For example, if you attach three PDF files (files A, B, and C) to an email, and you intend for the first page of file A to be the cover page, the system may attach file B first and use the first page of that file as the cover page. Therefore, if you need to use a custom cover page and must include multiple attachments, send a separate fax for each attachment.

Attaching Documents

You can attach as many documents and other files as you want to the email you are faxing, just as you do when attaching documents to regular emails. Here are some tips to facilitate successful faxing:

To see a list of the types of files you can attach, see the Supported Document Types section of this article below.

Using Your Email Address Book for Faxing

ShoreTel Connect HYBRID Fax enables you to use any existing email address book to store frequently used fax numbers, as explained below:

  1. Create an address book entry. Give it a distinctive name that tells you the message is going out as a fax, like "Janet's Fax". That way, if "Janet" already has a traditional email address stored in your address book, the name "Janet's Fax" will let you decide easily between sending to her fax number and to her email, or to both.
  2. Type the person's fax number followed by "@shoretelfax.com" as the email address (e.g., 17321234567@shoretelfax.com). When you want to fax to this person, just compose an email to their "fax" email address. For example, send your email to "Janet's Fax" to reach her fax machine.

Note: When sending a fax to the U.S., Canada, or Caribbean, the fax number must start with a "1" plus the recipient's area code and local number. When sending a fax to all other international destinations, the fax number must start with the recipient's country code and the city/area code and local number.

Tip: You can send a fax to a person's fax number and email address at the same time by adding both addresses in the "To:" area of your fax email.

Fax Retry Schedules

The ShoreTel Connect HYBRID Fax service makes several attempts to deliver your fax to overcome common delivery obstacles such as busy signals, fax machines that ring but do not answer, etc. This is done automatically by the ShoreTel Fax network at no extra cost to you. On the standard fax retry schedule, the ShoreTel Fax network attempts delivery for approximately 15 minutes before ceasing attempts and emailing a non-delivery notice describing the problem that the network encountered.

Supported Document Types

Note: If you need to use ShoreTel Connect HYBRID Fax to send a file that is not a supported document type, it is recommended that you save (or print) the file to PDF format, and then fax the PDF.

Document TypeVersions
Adobe (.pdf)All
Web (.htm, .html, .xml, .xsl)All
Images (.jpeg, .png, .gif)All
Microsoft Excel (.xls, .xlsx)All
Microsoft PowerPoint (.ppt, .pptx)All
Microsoft Word (.doc, .docx)All
Microsoft Word for MacAll
Plain Text (.txt)All
PostScript (.ps)All
Encapsulated PostScript (.eps)All
Printer Control Language (.pcl)All
Rich Text Format (.rtf)All
Tagged Image File Format (.tiff)All

Supported Languages

The current version of ShoreTel Connect HYBRID Fax supports email text and documents in English, plus the following languages:

Arabic
Baltic
Central European
Chinese--Simplified
Chinese--Traditional
Cyrillic
French
German
Greek
Hebrew
Italian
Japanese
Korean
Portuguese
Turkish
Unicode
Vietnamese
Western European

FAQ

Q: When sending or receiving faxes, why does an email signature image appear on its own page?
A: All images, whether embedded in the body or signature area of an email, are treated the same as a file attachment, which is displayed on its own page when faxing. To prevent a signature image from generating its own page, remove any images that display with your signature before sending a fax.

Q: Can I use my current fax machine?
A: Yes, you will need to use a fax machine if you do not have a scanner. ShoreTel Connect HYBRID Fax eliminates the need for a fax machine when you have access to a scanner to scan and fax hard copies of documents.

Q: What type of support is available for my fax solution?
A: ShoreTel provides full-service support for the ShoreTel Connect HYBRID Fax service, but ShoreTel does not provide support for a stand-alone POTS line or fax machine.

Q: Can I keep my existing fax number?
A: No, not at this time.

Q: Is there a limit to how many attachments I can include in a fax email?
A: Yes, the combined total size of the fax email including all attachments, images, and any other embedded files cannot exceed 20 MB.

Q: What if the document I want to fax is not saved on my computer or is not a supported document type?
A: If the document is not saved on your computer, use a printed copy of the document and a scanner to save it on your computer as a supported document type. If the document is on your computer but is not a supported document, open and save the document as a supported document type, if possible, or print the document, scan it, and then save it as a supported document.

Q: When I send a Word document as an attachment, why does the recipient only receive the cover page?
A: Check with your IT department to see if your email server is applying non-standard email headers. Email headers describe the content type, but if these headers are non-standard, the Fax servers will not be able to process the headers correctly. In the following examples, the green highlighted content-type in the Correct example will process correctly, while the yellow-highlighted content-type in the Incorrect example will not process correctly.

Correct

Content-type:application/msword;name="TEST FAX.docx"
Content-transfer-encoding: base64
Content-disposition: attachment; filename="TEST FAX.docx"

Incorrect

Content-type:application/vnd.openxmlformats-officedocument.wordprocessingml.document;name="TEST FAX.docx"
Content-transfer-encoding: base64
Content-disposition: attachment; filename="TEST FAX.docx"

Activate Service

  1. Log into https://portal.shoretelsky.com with your email address (username) and password.
  2. Navigate to Phone System > Add-on Features.
  3. In the Add-on Features screen that appears, click the Activate button next to ShoreTel Connect HYBRID Fax.
  4. In the Settings dialog box that opens, review and modify settings as needed. You can remove the check mark from any of the options that you do not want applied to every new user added to the account. (For a list of settings, see the Edit Account Settings section of this article.)
  5. Click OK to save the settings.
  6. When asked to confirm the purchase of the license, click OK again.

Manage Settings

Your organization's ShoreTel Connect HYBRID Fax service is built with default settings that are applied to every new user. ShoreTel Connect HYBRID Authorized Contacts (Decision Makers and Phone Managers) can manage settings for Fax by using the instructions in the Edit Account Settings, Add Users, Edit User Settings, and Remove Users sections that follow.

Note: The tabular format on the Fax screen that appears after clicking the Manage button on the Add-on Features page enables you to customize your view of data on the screen. You can drag columns to different locations, change column width, and right-click within the column headings area to show or hide columns. Additionally, tabular-format pages provide a "Multiple values search" field. For instructions, see the Multiple Values Search article.

Edit Account Settings

Note: Changing account-wide settings affects only users added in the future, not existing users.

  1. Log into https://portal.shoretelsky.com with your email address (username) and password.
  2. Navigate to Phone System > Add-on Features.
  3. In the Add-on Features screen that appears, click the Settings button next to ShoreTel Connect HYBRID Fax.
  4. In the ShoreTel Hybrid Fax Settings dialog box that opens, the following options are available. Remove the check mark from any of the options that you do not want applied to every new user who is added to the account. (Existing users will retain their current settings.)
  1. Click OK to save the changes.

Add Users

  1. Log into https://portal.shoretelsky.com with your email address (username) and password.
  2. Navigate to Phone System > Add-on Features.
  3. In the Add-on Features screen that appears, click the Manage button next to ShoreTel Connect HYBRID Fax.
  4. In the ShoreTel Fax screen, click the Add button, which opens the Add ShoreTel Fax User wizard displaying the Select User panel.
  5. In the Select User panel, use the Name and Email search fields to find and select the desired user.
  6. Click Next, which displays the Settings panel.
  7. Select the check box next to enable any of the following options:
    • Include Cover - Select this check box to create a cover page for all faxes that are sent (using the subject and body of the fax email).
    • Confirm Sent - Select this check box to enable the user to receive a confirmation email for every fax that is sent.
    • Confirm Receipt - Select this check box to enable the user to receive a confirmation email for every fax that is received.
  8. Click Next, which displays the Select Numbers panel.
  9. Select the check boxes next to each of the desired fax numbers that the selected user needs to use for this email-to-fax service. Both unassigned and assigned numbers can be selected. (The same fax number can be assigned to multiple users if desired.) Each fax number assigned to a user provides up to 500 fax pages (combined sent and received) per month.
  10. Click Next, which displays the Summary panel.
  11. Click the terms and conditions link, review the terms and conditions, return to the Add ShoreTel Fax Users screen, and select the "I have read the terms and conditions" check box.
  12. Click Finish, and then click OK again to confirm activation of the user profile(s).

Edit User Settings

  1. Log into https://portal.shoretelsky.com with your email address (username) and password.
  2. Navigate to Phone System > Add-on Features.
  3. In the Add-on Features screen that appears, click the Manage button next to ShoreTel Connect HYBRID Fax.
  4. In the ShoreTel Fax page that opens, which displays a list of active users, to find the desired user, you can filter your view by doing the following:
    • Users - To find a specific user, type search criteria in the Name, Email, and Fax Number columns, filter by selecting the check box for Cover, Confirm Sent, and Confirm Receipt, and sort users by clicking any of the column headings.
      • Note: If you do not see the Name, Email, or Fax Number columns displayed on the screen, right-click within the column headings area and select the check boxes next to the unselected column(s).
    • Locations - To view users from a particular location, select the desired address from the "All locations" drop-down menu (located above the toolbar).
  5. When you find the desired user, you can select from the following:
    • Disable options - See the Remove Users section below for instructions explaining how to use the Disable Fax Number and Disable User options.
    • Edit current fax options: Click within any of the Cover, Confirm Sent, or Confirm Receipt columns to display a check box, and then click the check box to change the current setting. The options, which apply to all fax numbers assigned to the selected user, are as follows:
      • Cover - Select this check box to include a cover page for every fax that is sent.
        • Note: See the Cover Page section of this article for details about the content that is included in the system generated cover page. Not selecting the "Include cover page with your fax" check box allows a user to include a custom cover page instead of the default cover page. However, the order of attachments in the fax email is not always the order in which the attachments are printed by the fax machine. This is important to note in cases where a user attaches a separate file that is intended as a cover page, but is not always printed first when a fax is delivered.
      • Confirm Sent - Select this check box to enable the user to receive a confirmation email for every fax that is sent.
      • Confirm Receipt - Select this check box to enable the user to receive a confirmation email for every fax that is received.
    • Add numbers / Edit email address / Select fax options - Right-click anywhere in the row of the desired user and select the Edit Fax User Settings option to do the following tasks in the Edit ShoreTel Fax User Settings dialog that opens:
      • Add additional fax number(s) - Select the desired number(s) from the Available Fax Numbers panel.
        • Note: Both unassigned and assigned numbers can be selected. (The same fax number can be assigned to multiple users if desired.) Each fax number assigned to a user provides up to 500 fax pages (combined sent and received) per month.
      • Edit the email address used to send and receive faxes - Use the Fax Email Address field to update the existing email address.
      • Select the desired fax options (applicable to all fax numbers assigned to the selected user) - In the Settings panel, select the check boxes next to the desired options, which include Include Cover, Confirm Sent, and Confirm Receipt. See Edit current fax options above for details about each option.

Remove Users

  1. Log into https://portal.shoretelsky.com with your email address (username) and password.
  2. Navigate to Phone System > Add-on Features.
  3. On the Add-on Features screen that appears, click the Manage button next to ShoreTel Connect HYBRID Fax.
  4. On the ShoreTel Fax page, which displays a list of active users, search for the desired user. (You can also sort users by clicking any of the column headings.)
  5. When you find the desired user, right-click anywhere in the row of the user and choose one of the following options:
    • Disable User - Removes the user from this service and closes the service for the user's associated fax number(s).
    • Disable Fax Number - Closes the service for only the selected fax number.
  6. Click OK to confirm.

Note: When multiple users are assigned to the same fax number, if the fax number is disabled for one user, the service remains active for the other users.

Related Topics

Enabling ShoreTel Connect Sync for ShoreTel Connect HYBRID Services
Using ShoreTel Connect HYBRID Scribe
Troubleshooting ShoreTel Connect HYBRID Add-on Features
Roles and Permissions
ShoreTel Support

ShoreTel Dates

Created Date 2015-09-28 - Modified Date 2017-08-15


Article: 000011717