Rep Portal for FaxSIPit Q: What is FaxSIPit?
A: FaxSIPit is an integration you can use from Marketplace to send and receive faxes within Zoom. It is also supporting other fax clients like “email to fax” “fax to email” and is able to support physical fax machines. The solution is a complaint for HIPAA PCI-DSS FISMA etc.
Q: Why are we reselling FaxSIPit?
A: Larger customers prefer to buy solutions for common use cases such as contact centers and UCaas as opposed to buying multiple software products from multiple vendors and then figure out how to make them all work together. Building the ability to resell third party solutions on Zoom’s quoting systems will help solve this problem. The partnership with FaxSIPit for the past 4 years proved that the solution meets the highest market requirements and selling it under our brand will strengthen the sales process
Q: What is the cost for this product?
A: Fred please enter here per our agreed pricing
Q: When is this expected to be a sellable sku?
A: July 17th
Q: What level of support is expected for FaxSIPit?
A: Customer Success and Technical support should be offering tier one level of support following our desired one-call-resolution. There will be a support handoff process when issues arise.
FaxSIPIt Portal
Q: How is account creation done when a customer signs up through Zoom?
A: FSI User mapping including user, email and fax number is batch created
Q: How does a customer manage a FaxSIPIt account?
A: When an account is created an Admin account is created along with it; typically for IT personnel. They can later on manage the users (perform MACDs) and grant/revoke access from the FSI Fulfillment portal.
Q: Login credentials?
A: Email is sent with login details to the email associated with the fax line
Sign-up via Zoom
Q: During the presales ordering period?
A: Once an account is created they can access the group, pull numbers from inventory etc.
Q: Can they sign-up afterward?
A: Yes
Q: Is there a contract period?
A: Yes, a year with auto renewal and payment are either monthly or annually
Q: Can they cancel while in contract with Zoom?
A: There is no dependency between the Zoom contract and the services provided by FaxSIPit. However, the Zoom App requires authentication through their Zoom account. A client can maintain their fax services with FaxSIPit but would have to make arrangements to do so.
Other Questions
Q: If they are not porting in their FAX number, can they pick their own Fax number?
A: Yes they can pick a number from inventory with selection of NPA or TF
Q: With ATA-Fax can they use eFax or need 2 separate accounts?
A: Yes they can use both fax machine and other fax client like web2fax, email2fax Zoom App etc. Note that eFax is a trade mark which most commonly is used for virtual fax (vFax) where there is no physical fax machine involved. THowever, some of the services we provide are from Consensus so are branded eFax.
Q: For CAP, can they assign the ATA-FAX device or use eFax since CAP does not have Zoom App?
A: Yes, each account including ATA has the ability to function as a Virtual Fax
Q: If they sign up for ATA-Fax, will they see this device on the Zoom Portal or a link to manage it?
A: If we can put a link it will be great. This is for the customer Admin level. Users don’t manage their ATAs. Currently there is no HW management on the Zoom portal for FaxSIPit. Note If a user assigned to the ATA with an actual email address – they can use the zoom app but the App would not show any outgoing or incoming faxes. Those faxes can be just seen on the web service account & report
Q: Are there additional network settings for the -FAX outside of the Zoom recommended network settings?
A: No, as long as the HTTPS ports (443 and 442) are open.
Q: Is there a supported FAX list for ATA-FAX or compatibility settings guide the FaxSIPIt team can provide as basic troubleshooting for Zoom Support?
A: Virtually all Fax machines and MFP devices are supported. To date we have only seen a few that required special settings. Typically it’s things like setting the Fax BAUD rate to 14,400 or auto-negotiate. A link to download the Troubleshooting Guide is below these questions.
Q: Will there be a way to coordinate immediate support assistance for customers having issues with FaxSIPit during their cut-over date?
A: Yes. We are already doing it as part of the fulfillment project
Link to FaxSIPit support article:
https://www.faxsipit.com/zoom-portal/zoom-fax-support/The Zoom App deployment guide is here: https://faxapp.faxsipit.com/info/documentation.html
Q: Who are the targeted users?
A: Phone system users who have a need for utilizing fax. Most enterprises especially in the Health, Education, Finance, Legal, Insurance, Government verticals
Q: Is anything needed from an admin perspective?
A: Admin will be responsible of managing the number of licenses (similar to phone users), the mapping will be done on the FaxSIPit fulfillment platform
Q: How is the setup or turned on?
A: Once licenses are purchased, fulfillment will be engaged requiring user count, mapping and numbers porting or assigning new numbers.
Q: What prerequisites exist for this product?
A: No prerequisites are required
Q: Can admins limit access to this feature?
A: Yes. Client admins have fine control over who can use the fax service.
Q: What is the end user experience?
A: Once the Zoom App has been downloaded the user can send and receive faxes from the Application panel within the Zoom client. The user can preview or download the faxes
Q: Is there any action item needed from the end user to utilize this feature?
A: The user has to download the App from the Marketplace and authorize it to connect to their contacts if they choose to do so. Microsoft and Google contacts are supported presently.
Q: What are the main areas within the interface for users?
A: View faxes sent and received, Send faxes. In addition there are help and account details for viewing and self help
Dedicated Zoom email: zoomsupport@faxsipit.com
Dedicated Phone Number: TBD
Zoom will send an escalation email to FaxSIPit which will include the information below:
Client Name and Company:
USER ID:
Fax Number:
MAC address (if ATA is used) and Status of ATA lights:
Background/Problem:
Date/Time (include time zone) the issue was discovered:
Customer’s Contact Email Address:Customer’s Contact Phone number:
Customer-end Usernames Affected:
Screen Recording(s) or Screenshot(s):Steps to reproduce the issue (if a recording is not available):
Zoom‘s Contact info: Name/Email/PhoneZoom’s Zendesk Ticket Number:
Escalation contact and SLASend Email to our support
Contact escalation list: (YY, CB, ECM)
SLA:
Service impacting 2 hours
Non service impacting 4 hours to first response
36 business hours for provisioning and setup