Recommendations for setting an account with existing fax service

We are often asked, “What is the best way to setup a new account when the client has an existing fax number?” Some agents choose to forward a number or assign a temporary number. Forwarding fax numbers is a poor choice due to the high fax failure rate it introduces. Faxing is very susceptible to noise & jitter; essentially all forms of poor line condition. Time is important and any delays can also cause issues. Forwarding introduces another hop and contributes to a fax failure rate that is well above 50%. We don’t recommend forwarding numbers for these reasons. What we do recommend is:

1) Assign your client a temporary DID (the portal should have a the same or other local NPA you can use)

2) Keep existing service in place until the number ports

3) Have the client give out the temporary DID if there are issues with sending to their original fax number

Assigning a temporary number also provides a failover option and so that’s another reason it’s the best way to go. Some clients like the option of having 2 DIDs: their original fax number and one for Line 2 of the ATA. This Line2 number could be another local number or a local number from another city or even a toll free number. This is why some agents put a temporary DID on Line 2 and enter the client’s original fax number on Line 1. This way they only have to their client move the phone cable to Line1 once the number port completes.

Please note if you aren’t using a temporary DID you can pre-configure the ATA account with the client’s own number so that when the port completes it will start receiving faxes. Our cloud fax service will receive faxes if the ATA is offline (you must choose this option in the portal) or not connected to a fax machine. So this way there will be no loss of service.

It would be a good idea to have your client announce they are changing fax service providers.  They should state something like: “Over the next few weeks if there are any issues faxing us please use this temporary number.” Or words to that affect. This will ensure a smooth transition for your client and less challenges for you.