Fax to Email v2.0 - Cloud Telephones

Fax to Email v2.0
Service Description
Fax to Email v2.0 Service Description
Contents
Introduction and Purpose ............................................................................................. 3
What is the Fax to Email service .................................................................................. 3
Service Components..................................................................................................... 3
Fax Number.................................................................................................................................... 4
Porting Numbers .......................................................................................................................... 4
Online Portal................................................................................................................................... 4
Email Address ................................................................................................................................ 4
Fax to Email with other Gamma Products ................................................................... 4
Establishment Process ................................................................................................. 5
Features and Services .................................................................................................. 5
System Hierarchy ........................................................................................................................... 5
Administrator Portal...................................................................................................................... 5
Administrator End User Portal ..................................................................................................... 5
User End User .............................................................................................................................. 6
Management of Fax numbers and associated email addresses ................................................. 6
Establishing Departments .............................................................................................................. 7
Viewing your fax inbox ................................................................................................................... 8
Rejecting anonymous faxes ........................................................................................................... 9
Changing passwords ...................................................................................................................... 9
Service Considerations and Limitations ................................................................... 10
Provisioning ................................................................................................................ 10
Adding further orders ................................................................................................................... 11
Ceasing ........................................................................................................................................ 12
Support ........................................................................................................................ 12
Expectations of Channel Partners................................................................................................ 13
Support desk hours and Service Levels ...................................................................................... 13
st
1 Line Diagnostics ...................................................................................................................... 13
Invoicing and Billing ................................................................................................... 14
Fixed Fee files .............................................................................................................................. 14
Call Data....................................................................................................................................... 14
Invoicing ....................................................................................................................................... 14
Billing queries ............................................................................................................................... 14
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Fax to Email v2.0 Service Description
Introduction and Purpose
This document describes Gamma’s Fax to Email service, its features, how it is delivered, provisioned, billed and
supported
What is the Fax to Email service
Fax to Email is a service provided to our Channel partners that takes a fax sent from a fax machine to a
designated number, and converts the message into a PDF file and emails it to a designated email address.
Through using this service end users can instantly reduce costs associated with equipment, and ongoing
maintenance and line connections, as well as having direct access to a secure online portal to manage the email
forwarding and to store and view faxes in a single secure place.
The Fax to Email service is supplied with a choice of either 01,02,03, 0844 (5ppm), or 0871 (10ppm) numbers, all
at a fixed monthly rental including all calls, allowing the end user complete peace of mind around monthly costs
for this service.
Please note that our Fax to Email service has been designed and fully tested with v1 and v2 industry fax
protocols, however is not fully signed off with v3. In some test cases we have seen issues in converting
faxes sent by newer machines using v3.
Service Components
The Fax to Email service is delivered through a dedicated online Portal, allowing for either a standalone service
offering, or combination with other Gamma services e.g. IP Telephony.
Dedicated Fax Number on Gamma
01,02,03, 0844, 0871 123 4567
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Fax to Email v2.0 Service Description
Fax Number
As part of the service offering Gamma will supply the Channel Partner with the ability to order a new Geographic
number in an area code defined by Ofcom (01,02,03 type numbers), or take advantage of a reduced monthly
rental rate through the use of an 0844 (5ppm) or 0871 (10ppm) number
This fax number will not be physically attached to a fax machine but instead stored within the Gamma cloud
associated to the Fax to Email Service.
Po rt in g Nu mb er s
Number Porting is available with the Fax to Email service, however porting agreements will vary between
geographic and non geographic numbers, therefore please check with the Porting desk for compatibility.
In order to port a number the Channel Partner is expected to place a GNP order through the online GNP system
or NGN port request through the porting desk. Once they are then provided with a confirmed port date, a Fax to
Email service order should be placed with the order notes confirming the port date and ported number being
selected stating the full number.
Online Portal
Along with the ability to forward emails to a nominated email address the end user will also have access to an
online portal in order to:
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•
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Maintain email addresses associated with fax numbers
View faxes online
Securely archive faxes in one specific place
Establish specific departments to assign number to
Establish specific end user accounts to allow sight of specific or all numbers
All this functionality assists in taking away the need to print faxes, maintain fax equipment and phone lines, and
eliminates the need to incur both green and financial costs.
Email Address
In order to allow email forwarding of faxes received a valid email address will need to be provided by the end
user. This email address and the inputting of it into the system is the responsibility of the Channel Partner/End
User.
Fax to Email with other Gamma Products
The Fax to Email product provides the missing link in how to support fax’s without issue on Gamma’s IP products.
In all cases the Fax 2 Email product is a standalone offering which will allow a range of numbers being ported for
an IPDC connection or MyInbound number to be split into the core voice offering, and a dedicated online portal
or email forwarding for the retrieval of faxes, removing in most cases additional PSTN lines and costs.
Where you have fax connections already on Gamma IP services, we would recommend moving these to the Fax
to Email product through speaking with the IP Provisioning team, who can advise of the order process.
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Fax to Email v2.0 Service Description
Establishment Process
In order to provision Fax to Email, Channel Partners need to be established on the Product within the main
Gamma Portal.
To get setup the Channel Partner should speak with their account manager who can ensure the appropriate
collateral and training is provided prior to granting access.
Features and Services
System Hierarchy
The Fax to Email service is divided into three versions of the online portal, one linked into the Channel Partners
main Gamma Portal access (administrator portal), and the others associated to the end user’s view. This allows
Channel Partners the ability to supply the end user with an online portal to login to, or the ability to offer a
managed service to their base with minimal management over head.
Channel Partner
Admin End User Company
User End User
Company
User End User
Company
User End User
Company
Ad m ini st r at o r Po rt al
As part of the service establishment Channel Partners will be provided access to an administrator version of the
online portal in order to submit orders for their customers and view all accounts associated to their base.
Though the administrator login you will be able to action the following:
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•
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Place an order for an end user fax number
Login to an end user account to action all other functions in 5.1.2
Cease an end user account
Restrict an end user account
Edit an end user account
Ad m ini st r at o r En d Us er Po rt al
As part of the service offering an end user portal is created allowing the end user of the company if required the
ability to:
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Fax to Email v2.0 Service Description
•
•
•
•
•
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Manage their assigned fax numbers and associated email addresses
Establish departments and assign fax numbers to these
Establish new users and assign access
View their faxes online and delete as required
Reject anonymous faxes
Change their password
Us e r En d Us e r
As part of the service offering the Administrator user at the end user’s company has the ability to establish
departments or individual users to the system allowing users to:
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Manage the use of their own fax number and if they wish to view faxes on line or via email
Access the online inbox for the numbers assigned to them
Reject anonymous faxes
Change their password and account details
M anage me nt o f F a x n u mb er s an d a sso c iat ed e ma il a dd re s se s
As part of the overall system hierarchy both Channel Partners and Administrator users at the end user’s company
can access the Number management section for each user as highlighted below to adjust the faxes they can see.
Then to move the required numbers you simply allocate or deallocate the fax numbers as shown
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Fax to Email v2.0 Service Description
Any phones not allocated to a user will be visible and controlled by the main administrator login, and will remain in
the unallocated pool.
Establishing Departments
In order to establish a new department or user to the end user’s company account a simple wizard needs to be
accessed through selecting the plus sign at the bottom of the Manage Departments section of the website as
indicated below.
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Fax to Email v2.0 Service Description
Once a user has been established then a user can be searched for and then edited through searching on the
preferred criteria under the Manage Departments screen
View ing your fax inbox
As part of the product offering all faxes will be stored online for up to 6 months, and can be viewed through the
fax archive section of the website.
Within this section users have the option of viewing either the inbox or trash items and move converted and
viewed faxes between these folders. For all faxes a time and date of receipt will be provided along with the ability
to view the fax online.
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Fax to Email v2.0 Service Description
Rejecting anonym ous faxes
In some cases users of the system may wish to not receive faxes from anonymous sources and as such the
ability to reject these at the network level has been developed and can be accessed through the Settings tab
Through selecting this option all faxes where a CLI is not presented will be rejected and will not be converted, as
such special note of this feature being in place should be made for support purposes.
Changing passw ords
In the event you need to change passwords for access to the system this can be done through the main home
page screen and the change password tab.
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Fax to Email v2.0 Service Description
Service Considerations and Limitations
Fax to Email is a standalone product offering within Gamma, and as such cannot be added to an existing IP
endpoint or any other product with Gamma.
It is only a Fax to Email product and does not support the sending of faxes.
Gamma does not support the routing of faxes calls from IP based connections, and as such no faults will be taken
where the originating number is found to be an IP fault.
Provisioning
In order to provision the Fax to Email service, Channel Partners will simply need to login to their main Gamma
Portal and click on the additional product of Fax to Email which will automatically log them into the Fax to Email
administrator account
From here you can then click on the setup new account screen which will guide you through the setup wizard to
establish a Fax to Email product for the user.
By stating the email address as part of the account setup an email will be issued to this email address confirming
order establishment and logins to the end user portal. It is therefore important that if you do not wish to offer portal
access to the end user that this email address is pointed to yourself.
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Fax to Email v2.0 Service Description
Adding further orders
Once an end user company account has been established in the system ou do not need to use the account setup
wizard to add further orders, but instead use the Reseller Maintenance section, where once you have located the
user through the search criteria you can click on the 2 cog icon in order to add further orders to your selected
account.
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Fax to Email v2.0 Service Description
Ceasing
In the event that the end user wishes to cease their service, this can be actioned through the User Maintenance
section of the online portal.
Firstly you need to locate the user you wish to delete through the search criteria before then selecting either the
number management icon to only delete a specific number from the account, or the red cross to completly
remove all access for this user.
Support
Support for the Fax to Email service is supplied by Gamma’s Technical Support Centre (TSC) who will take all 2
line support queries from the Channel Partners and investigate.
nd
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Fax to Email v2.0 Service Description
Expectations of Channel Partners
As part of the service offering Gamma would expect the Channel Partners to be responsible for the following:
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Checking of the end users account to ensure fax forwarding is switched on
Checking of the email address to ensure it is correct
Checking of the online portal to view faxes sent
Send a test fax to the Partners fax number and monitor both email and online outputs
Where possible send a test fax from the originating fax machine to a fixed fax machine to compare
outputs
To ensure more than one person at the Partner’s organisation is able to deal with Fax to email faults.
Support desk hours and Service Levels
The Technical Support Centre will be open to take on faults for the Fax to Email service between the hours of
0900 to 1800 Monday to Friday. Outside of these hours Gamma’s 24 hour support teams will be able to log the
fault and progress as best they can to resolve service impacting issues.
The TSC team can be contacted on 0808 178 8000 Option 1,1.
1 s t Line Diagnostics
st
Prior to raising a fault with the TSC Channel Partners should ensure that adequate 1 Line diagnostics should be
completed, which should include but not be restricted to the following:
st
Symptom
1 Line Check
To identify
No faxes being recieved
Can the originating number send
a fax successful to another fax
machine
If the issue in not receiving faxes
is from the originating number
Faxes not being sent to the
stated email address
Check the email address held in
the system is it correct
If an error has been made in
setting the email address
Faxes unable to be read online
Check the computer being used
supports Adobe viewer, and has
pop up blocker disabled
If the issue in opening a fax is
down to a computer restriction
Login can see the wrong
numbers
Check the Number Management
section to ensure the right user
access has been provided
If the issue is associated to
incorrect setup
Anonymous faxes being received
even though the setting has been
implemented
Check the setting box is ticked
correctly, and that the originator
is not actually presenting a CLI
If the issue is associated to
incorrect setup, or incorrect
diagnostics has been done
User hasn’t received their login
details
Check the email hasn’t been
classed as trash, and confirm the
email address
Identify if the details have been
received but haven’t been viewed
due to a computer restriction or
incorrect setup
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Fax to Email v2.0 Service Description
Depending on the results of the above tests a fault should be logged with the TSC team to investigate and
resolve.
Invoicing and Billing
Fixed Fee files
The Fax to Email service is billed at a fixed rate per month subject to the type of number used. For each of the
number types there is a different billing description which will be provided to the Channel Partner via a new Fax to
Email CDR and are detailed below:
Number type
Billing Description
Cost (per month)
Geographic (01,02)
Fax to Email Geo
£5.00
0333
Fax to Email 0333
£5.00
0844 (5ppm)
Fax to Email 0844
£4.00
0871 (10ppm)
Fax to Email 0871
£3.00
Call Data
As part of the Fax to Email offering all calls to the service are included within the monthly fixed charge, and as
such you should not expect any separate call data file
Invoicing
All chargeable events will be added to the Channel Partner’s monthly invoice, and will be issued and collected in
line with the Partners agreed terms.
Billing queries
In the event there is a dispute with charges around the Fax to Email service, this should be raised directly to our
billing team via our online billing query system
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