FAQ

Yes. There is a one time porting fee of $15.

Any number of users and all users can use Opero Fax and the same fax number at no additional charge. Billing is based on number of fax numbers and fax page usage.

You can purchase multiple fax numbers to use in Salesforce. When you send a fax there is the Organization Fax Number you can select which fax number you want to send the fax from. Under Opero Fax Configuration you can set the default number to use for all users. You can also create a custom button/link to Send Fax that can pass the fax number you want to send from dynamically based on the user. This would be with a formula that would look at the current user or field to apply that logic. You cannot specifically assign fax numbers to users in settings but can be configured based on permissions. You can also apply sharing rules to Sent Faxes/Received Faxes records based on the fax number sent from or received to to share those records with the right users/roles/profiles.

You can create custom list views on Sent Fax and Received Fax tabs that show faxes sent by or received by a certain fax number. For example, one list view on Sent Fax tab has criteria, Organization Fax Number = 4153425455 as one condition and add another listview to show faxes where Organization Fax Number = 5557324232.

When the fax number is showing “unknown,” it is being caused by the sender. eFax captures the TSID / CallerID info when presented to them from the telco (other fax provider). If that info is hidden, there is nothing to report for the fax number which is why it comes up as “unknown.” You can base your list view logic or process on fax number provided in the “Caller ID” field instead of this fax number field as a workaround.

Yes, you just need to go to Opero Fax Configuration tab and click “Grant Access” while logged into the user you would like to change it too. If you have prior configurations setup, make sure the new user who grants access has the same permissions as prior user.

Yes, you can request an increase to Salesforce support. You can submit a free case to them to request increasing attachment/file size.

There is no size limit on inbound but on outbound it is 30MB.

Faxes are normally sent/received within 1-2 minutes however updating the fax status on sent fax record to “Delivered” may take closer to 10 minutes. It may take longer if the end recipient’s line is busy or there is no reply in which Opero Fax has a retry process to attempt re-send.

How long does it generally take for the sent fax status to change from Sending to Sent to Delivered or Not Delivered?

The fax status on sent fax record takes a little longer to update in Salesforce rather than the time the fax is actually sent/delivered. The reason it takes longer for status to update is because of the multiple platforms the fax travels through, from Salesforce to eFax platform to fax recipient telco service and then back to eFax and then to Salesforce for record to be updated. However, the fax itself is usually delivered within 2-5 minutes of being sent from your Salesforce if no other fax variables causing delay.

To summarize general estimate of time to update though different fax status’:
When you first send the fax record, it will show Status of “Sending.” The fax should then be sent to the recipient’s fax number within 2-5 minutes minutes (may take longer if very large fax file with multiple pages or if recipient fax line busy, etc) and then the status will be updated to “Sent” within 2-4 minutes after fax is originally sent. Once eFax system receives confirmation that the fax was received by recipient, then the status will be updated to “delivered” which could take roughly 10-15 minutes (sometimes longer depending on what is in the fax and time of day with high fax volume across platform) for status to update on sent fax record from when it was originally sent from your Salesforce. If the fax status changes to “Not Delivered” there will also be a value populated in the “detailed fax status” field on sent fax record so you can better understand why the fax was not successful. Also “number of retries” can be a helpful field to have visible on layout.