How to setup Faxmail

Best Efforts: If you rely on faxes as part of emergency service or alternatively have a business process dependent on a physical fax machine (for sending or receipt) we recommend retaining your legacy PSTN fax service.

Our vFax service is designed to replace your old fax machine with vFax number that leverages email for both receipt and delivery of all faxes. Using our vFax service you can easily control whom can send and receive incoming faxes, discard junk and importantly you’ll never need another roll of fax paper.

Supported document types: Portrait A4 or smaller PDF, JPEG, Postscript and Tiff attachment formats (sorry no MS Word docs).

Sending: (eg

Confirmation: We will send the approved sender a confirmation (see image below).

Configuring your vFax

Fax Receiving Options

  1. Log into your account.
  2. Select Switchboard and the number that shows the fax icon
  3. Select Fax Settings.
  4. Who can receive: Select the right option for your account, choose between send to an account authorised email, additional emails only or both alternative on the last option.
  5. Additional emails: Input the emails that you want to receive your faxes. Note: Each additional email address must go on a new line.
  6. Accepted format: Choose the best format for you and your company. The options available are PDF, JPEG, Postscript and Tiff format.
  7. Click Save to update your settings.

Fax Sending Options

  1. Follow the same above steps, to nominate who can send.
  2. Select an Attempt time.
  3. Select an Attempt Frequency.
  4. Nominate a default subject line (optional).
  5. Click Save to update settings.

vFax and T.38

When traditional fax is sent (or received) over the PSTN, the recipient machine expects to receive nothing less than100% of the data of the originating fax. The problem for VoIP faxing is contending with data (or packet loss) caused by network congestion on the public internet.

While typical uses such as email, web browsing or even VoIP phone calls by design can handle some packet loss, traditional faxing will fail on anything less than 100%, which is where the T.38 fax protocol comes in by attempting to remove packet loss by using our fax gateway as an intermediary to keep retransmitting until all data is sent or received.

To further improve reliability we decrease the transmit speeds down to 9600 baud which not only improves reliability but is universally supported by all recipient machines. The slight downside is a decrease in delivery speeds with average single-page fax taking between 60-90 seconds.

Known issues

Machine to machine: Our service is designed to replace your fax machine using your email to send to our fax gateway which in turn sends to our fax gateway for delivery. Where customers send directly between two fax machines they effectively side step our fax mail gateway as the intermediary. In this scenario, we lose the resilience of our fax gateway’s send/receive retry buffering.

Dual answer/fax mode: Where the fax machines auto answer the call our fax gateways interprets this as a traditional voice call and will hang up.

High-speed fax machines: One technique a t.38 fax gateway deploys to increase reliability is to instruct the recipient machine to adjust its speed (or baud rate) down to the slowest speed of 9600. Machines without the ability to auto-adjust have a much higher probability of packet loss and ultimately fax failures.

Colour fax machines: Similar to the problem with high-speed machines, we cannot receive colour faxes.

International faxing: Because of the inherent latency and packet loss associated with transmitting IP data internationally, we do not recommend this service for international faxing.

Updated on 20 September 2021

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