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Error Message: Invalid Fax Number

If you receive this fax error , for example:  “Fax Server Error: Invalid fax number 8881231234 for organization 00D5X000002U1haAAA” and the error shows a different fax number than the one assigned to your org, the source of the error could be that you have an old trial fax number saved in a test record, tied to a process, or in the app authorization.

Troubleshooting steps:

  • Open the Fax Configuration tab.
    • In General Settings section, check the value in “Available Fax Numbers” field. If it is incorrect, click “Edit”, update the value to your assigned fax number, then refresh the page. Check to see if it resolves the error.
    • In Field Settings section, check each field setting to verify that the correct fax number is listed in the “Organization Fax Number”, then refresh the page. Check to see if it resolves the error.
  • Check the field settings in fax automation to ensure the fax numbers in any field settings or referenced fields are accurate. For example, if you have any test records, check that the fax number for each record is correct.

Fax Automation

You can configure the A5 Fax app to automatically send faxes. There are two ways of doing this:

  1. Automate Faxing Based on Attachments
  2. Automate Faxing by Creating a Sent Fax Record

Automate Faxing Based on Attachments

The standard fax automation tool provided by A5 Fax is based on the Attachment insert and filename. You can configure the app to automatically fax a PDF that gets attached to any record. The most common way to generate the PDF document is with the A5 Documents app. If combining with a document generation tool, it would allow you to customize the fax with Salesforce merge data and then A5 Fax would then pick up the attachment and create a Sent Fax record. See steps below for configuring auto faxing:

  1. Check User Permissions
    • Make sure that all A5 Fax users have enabled the “Send Outbound Messages” permission on their individual profile or with a permission set.
    • If they do not enable this Salesforce System Permission on the Profile level or via a permission set, they will not be able to successfully send outbound faxes where the Outbound Messaging was necessary. This pertains to using automation features of A5 Fax; they will still be able to send faxes manually.
  2. Open the App and go to the Fax Configuration tab
    • In Lighting, you can go to the app launcher and search for the tab. In Classic, go to All Tabs.
  3. Create a New Field Setting
    • In the Field Setting section, click New.
  4. Complete Section: Edit Field Setting 
    • Setting Name: Give this setting a name that provides some description to you like “Auto Send Fax to Contact”.  It could be much more specific if configuring for a certain type of process or document.  Overall, the Setting Name is just for informational purposes.
    • Select Organization Fax Number: Select the Object the Fax is related to.
    • Object: Select the lookup field on the Sent Fax object that provides the relationship to that object.
    • Sent Fax Relationship: Select the lookup field on the Received Fax object that provides the relationship to that object.
    • Received Fax Relationship: Indicate the location of the “send to” Fax Number.  You can reference a field in the object or the fax attachment filename.
    • Fax Number: Indicate how the app will locate the fax number, either a field reference or attachment filename.
      • Field Reference: If the fax number is in a field, select “In Object Field” then select this field.
      • Attachment Filename: If the fax number is in the attachment filename, then select this field and indicate where to find the fax number in the filename using “before” or “after” and the specific text.
        • For example, you could have a process that creates an attachment with the filename “FAX-837-738-3827.pdf” where “FAX-” is always consistent and the number after is always the fax number.  Then you can select “after” and put in “FAX-” in the text field.
    • Autosend When Fax Attachment Filename: Indicate what the filename of the attachment related to this object should contain in order to auto send the fax. Use the matching criteria of “starts with”, “contains”, or “ends with” and input the specific text.
      • For example, the file could always start with the word “Fax”.  Once you attach a PDF file to the object record with this same pattern (in this example, filename starting with the word “Fax”) the attachment will be auto faxed to the specified recipient.
  5. Complete Section: Barcode Configurator 
    • Barcodes are optional. They allow the recipient of the fax to send a response, which will be associated with the original record.
    • Indicate the placement of the barcode on your fax document that will remain in the same place each time a fax is sent with this field setting. If you would like to preview how the barcodes would look on an example PDF image, you can select a PDF file from your documents or upload one using the lookup glass next to Fax PDF File.
    • The first barcode is in the default position.
    • To move and resize, you can click on the barcode and drag, or use the controls on the left.
    • Add another barcode to the document by clicking the Add Barcode button.  This is optional but recommended.  Sometimes when faxes come back an area of the fax gets distorted or has a hair in it.  Having two barcodes on the page increases the chance of successfully reading one.

You are now ready to automate faxing based on attachments. Upon inserting a new Attachment, the A5 Fax trigger will automatically read the filename and, if it matches the rule, will automatically create a Sent Fax record and fax the attachment.

Note: If you are mass updating multiple records at once and this results in more than one Attachment, then the A5 Fax Fax trigger will detect the need for Batch Mode and will create the Sent Fax record and check the box “Sent with Outbound Message” and a A5 Fax workflow rule will send outbound message to A5 Fax server to send the fax.  This is more of an FYI.


Automate Faxing by Creating a Sent Fax Record

If you do not want to automate based on the Attachment insert and filename, you can automate sending a fax by simply creating a Sent Fax record with the mandatory field values (listed below). You can create a Sent Fax record using a Salesforce automation tool such as Process Builder, Flow, or Apex. How you create the record depends on whether your org uses Attachments or Files. Once the Sent Fax record is created, you can add additional actions to support your business processes. For example, once the Sent Fax record is created and the fax is sent, update a custom status field on the related record’s base object to equal “Sent”.

To integrate A5 Documents with A5 Fax, set the A5 Documents custom app settings to “Use Files”. See this article for specific steps. Then, create a Process Builder/Flow/Apex that creates the Sent Fax record when the Document Request status equals “Complete” and the Attachment ID exists.

If you have not yet already, review the Set User Permissions section of the Basic Configuration article to ensure your users have the permissions they need for faxing.

Listed below are mandatory as well as frequently used optional fields.

Mandatory Fields

Field Name API Name Description
Fax Number efaxapp__Fax_Number__c This is the number to which the fax will be sent.
Send Date efaxapp__Send_Date__c This is the subject of the fax.
Attachment ID efaxapp__Attachment_ID__c This is the ID of the attachment.

Optional Fields

Field Name API Name Description
Attachment ID2 thru AttachmentID10 efaxapp__Attachment_ID2__c … ​​efaxapp__Attachment_ID10__c This is the Id of any additional attachments. For example, to attach a cover page. You can send a max of 10 attachments in one fax.
Organization Fax Number efaxapp__Org_Fax_Number__c This is the number from which fax will be sent, if not set it should be the default org fax number.
Sent With Outbound Message  efaxapp__Sent_With_Outbound_Message__c This is a boolean field which, if the value equals true, indicates that the fax will be sent as soon as the job picks it up. The fax will not be sent if the value equals false. The default value of this field is false.
Barcode Position from Left  efaxapp__Barcode_Position_Left__c Sets the position of the QR code from left edge of the document in pixels.
Barcode Position from Top efaxapp__Barcode_Position_Top__c Sets the position of the QR code from top edge of the document in pixels.
Barcode Size Width efaxapp__Barcode_Size_Width__c Sets the QR code width in pixels.
Account efaxapp__Account__c This is a lookup that can be used to relate the fax record to standard Account record.
Contact efaxapp__Contact__c This is a lookup that can be used to relate the fax record to standard Contact record.
Case efaxapp__Case__c This is a lookup that can be used to relate the fax record to standard Case record.
Opportunity efaxapp__Opportunity__c This is a lookup that can be used to relate the fax record to standard Opportunity record.

 

 

Start Here: Basic Configuration

To get started using the A5 Fax app, follow the steps below.

  1. Install & Authorize the App from App Exchange
  2. Set User Permissions
  3. Relate the Sent Fax and Received Fax Objects to Other Objects
  4. Modify Page Layouts of Related Objects

Install & Authorize the App

  • Go to the AppExchange profile for A5 Fax and click the Get It Now button and follow installation steps.
  • Once you have the app installed, go to the app launcher and open the A5 Fax app.
  • Open the tab “A5 Fax Configuration”.
  • Click the “Grant Access” button.
    • This grants site wide access, so it only needs to be performed once. Carefully review the next section Set User Permissions for specific access and permissions users need in order to use the app.
  • You will be prompted to allow A5 Fax to access your Salesforce org so that the A5 Fax server can update the status of your Sent Fax and Received Fax records.
  • Once you grant access, a test fax number will be automatically assigned to you and will be displayed next to “Available Fax Numbers”. You can use this test fax number for a trial with 20 free pages that you can fax incoming/outgoing for up to 15 days.
  • Enter an alert email. this is where you email alerts from A5 Fax are sent if there is an issue updating the Sent Fax or Received Fax records in your Salesforce org.
  • When you are ready to activate your A5 Fax account, see this article: Activate Your A5 Fax Account . As part of the activation process, you’ll be able to select whether to keep the test fax number, request a new fax number, or port over your existing fax number. For information about porting over an existing fax number, see this article: Porting Fax Lines.

Set User Permissions

The user who grants access must have a System Administrator profile, have access to the files/attachments/documents being faxed (specified in Sent Fax record’s Attachment ID fields), and the following profile permissions:

  • Send Outbound Messages
  • API Enabled

If that user is a creator and/or owner of the files, no additional configuration should be required. Otherwise, each user will need a permission set that grants the additional access and permissions specified below. You can enable the permission for the whole profile but, if you have strict files permission setup in your org, it may be better to assign it to specific users accessing the files for faxes.

  • Object/Field access – Sent FaxReceived Fax, any other related objects/fields being used in faxing process. You can review all app package components that users may need access to by going to Setup > Installed Packages > click on A5 Fax app > click “View Components.”
  • Send Outbound Messages
  • API Enabled
  • Manage Content Permissions (might need to enable depending on your org settings)
  • If using Files, check that Files sharing permissions are not set to private and enable the following:
    • Query All Files
  • If using Documents, enable that following:
    • Modify All Documents

Community license users sending faxes will need the following permissions:

  • API Enabled
  • Allow site guest users to upload files (Setup>Salesforce Files>General Settings)
  • Note that permission for community license users to upload Documents is no longer supported by Salesforce.

Relate the Sent Fax and Received Fax Objects to Other Objects

By default both the Sent Fax and Received Fax objects are related to the following standard objects: Account, Contact, Case, and  Opportunity. These are the only relationships that come out of the box. You can relate the Sent Fax and Received Fax objects to any other object. To do this, create a lookup field on both the Sent Fax and Received Fax objects that relates to the other object.

  • Go to Setup>Create>Objects>Sent Fax, then click “New” button under Custom Fields & Relationships section.
  • Data Type – choose “Lookup”.
  • Related To – Select the object you are relating to the Sent Fax /Received Fax object.
  • A default field label will be created from the name of the object.  You can modify it if you want.  Click Next.
  • Set field level security for which profiles will see the field, click Next.
  • Add the field to the layout on theSent Fax /Received Fax layout.  Click Next.
  • Add the related list on the related object – this allows you to see the Sent Faxes related list.  Click Save.

 


Modify Page Layouts of Related Objects

Once you have related the Sent Fax and Received Fax object to any additional objects, you now can edit each related object’s page layout.

Add Sent and Received Fax Related Lists

  • For example, to modify the page layout of the Contact object, add the Sent and Received Fax related lists to the page layout by clicking Related Lists.  Drag Sent Faxes and Received Faxes down to the related list area if not already showing on page layout.

  • Then, select which columns to display in the related list. Click on the wrench icon on the Sent Fax related list.  Add any available fields shown in the related list that you would like to show on the related list layout.  We recommend adding: Sent Fax #, Send Date, Status, Subject, Detailed Fax Status, and Number of Retires.  Then SortDescending by Sent Date .

Add “Send Fax” Button to Related Lists

Adding the “Send Fax” button to the Sent Faxes related list allows you to send a fax that is automatically related to the record.

  • Click the Buttons area at the bottom just above the “Ok”, “Cancel” and “Revert to Defaults” buttons.

  • This will expand the Buttons section.  Move the Available Button “Send Fax” over to Selected Buttons section.  Then also uncheck the Standard Buttons “New” to remove that from the layout so there is only one button visible. If you have a  need to create manual sent fax records (not common use case), then you will need to keep this “New” button checked so you may add a new fax record manually.

  • Click on the wrench icon for the Received Fax related list. Add any available fields shown in the related list that you would like to show on the related list layout. We recommend adding: Received Fax #, Received Date, Status, Preview Fax, Sent Fax.  Then Sort By Received Date

Add Fax Number Fields 

The standard Contact and Account objects come with a Fax field. If you need to indicate a custom field for a Fax number on any object to make it available to the app, just create a custom field on any object with the type “Phone”.  That field will be available in the field configurations for setting up any auto faxing or when sending a fax manually related to that object to select a fax number. As long as you are sending the fax from an object where there is fax number/phone number value, the sent fax relationship should automatically populate when clicking “send fax” button from sent fax related list.

 

Send a Fax Manually

You can send a fax manually from the general “Send Fax” tab or by clicking the “Send Fax” button on the Sent Fax related list on any object that you’ve related to the Sent Fax object.

  1. Select a Fax Recipient
  2. Attach PDF Files
  3. Add or Remove Barcodes
  4. Track the Status of your Sent Fax

Select Fax Recipient

How you select the fax recipient depends on whether you are sending your fax from the Send Fax tab or from a record’s Sent Fax related list. See detailed steps below for each option.

Select Recipient when Sending a Fax From the “Send Fax” Tab

Open the “Send Fax” Tab. Your assigned fax number will be automatically pre-populated in the “Organization Fax Number” field in the “Fax Recipient” section. The rest of the fields need to be manually populated.

Select a recipient by clicking the magnifying glass icon. This will pull up the “Recipient Lookup” page which you can use to select the recipient. Once you select the recipient you want, this will populate the Sent Fax Relationship and Fax Number fields.

You are now ready to continue to the next section, “Attach PDF Files”.

Select Recipient When Sending a Fax from Sent Fax Related List

Once you have configured the page layout from the steps in this article for your base object (e.g. the Contact object), then you should see the related Sent Fax list on any Contact record, as well as the Send Fax button. Click the Send Fax button from the Sent Fax related list.

If there is a fax number provided under Contact record (meaning you configured a fax field on Contact object or any other object you are working with), the Recipient will already be populated as well as the Fax Number.

Note: If you want to send a fax from an object record but the fax number is getting pulled from a different object, you will need to create a formula field to pull the fax number from the related object. For example, say you wanted to send a fax from a Case record though the fax number value is actually getting pulled from the related Account from that case record so you would create a formula field on case object to pull the fax number from related account record.

You are now ready to continue to the next section, “Attach PDF Files”.


Attach PDF Files

You can attach up to ten (10) PDF files to your fax. To select your first file, click the looking glass icon. Search files, recipient’s related files/attachments, and documents in your Salesforce org with the tabs at the top of the window.

To upload a PDF from your computer, click the “Documents “tab and select the “Browse” button on the bottom of the page.

When you select the PDF file, the Fax PDF Preview window will load a preview of the fax. You can then configure or remove the barcode that appears (See Next Section).

Notes:

  • A5 Fax supports both TIFF and PNG as alternative sending formats to the standard PDF. Contact support to enable this feature in your org.
  • In order for a user to upload files from their computer while sending faxes, they need proper permissions to do this. Review the Set User Permissions section of the Basic Configuration article for details.

Add or Remove Barcodes

Not sure whether to add a barcode? We recommend using the barcode feature if you are faxing a document that the recipient will fill out or sign and then fax back to you. Adding the barcode will auto relate the Received Fax record to the original Sent Fax record and object record you sent the fax from.

Barcode Tips

  • We suggest adding two barcode images on the sent fax, in separate areas. Sometimes when faxes come back an area of the fax gets distorted or has a hair in it.  Having two barcodes on the page increases the chance of successfully reading one. Barcode images can be different sizes and on different areas of the page.
  • Place the barcode on a white/blank area of PDF. Do not place the barcode image over other text or dark areas of the PDF.
  • Larger images of barcode allow for better resolution of barcode image.
  • Place barcodes away from the edge of your PDF in order to ensure it does not get cut off as the fax travels through the eFax platform.

Barcode Configuration

To configure the size and placement of the barcode, you can click on the barcode and drag, or use the controls on the left.

Add another barcode by clicking the Add Barcode button.


Track the Status of your Sent Fax

  •  The Sent Fax record will be created with an Attachment related to it for the PDF that was faxed.
  • The Fax Status will start at Sending.  The Send Date is recorded.
  • The app will send the fax and will update the Status of the Sent Fax record to “Sent” when it is actually sent.  The Sent Date is recorded (This confirms that the app has successfully sent the fax).
  •  Once the app has confirmed the fax has been delivered successfully then it will change the Status of the Sent Fax to “Delivered” and record the Delivery Date.
  • If the fax did not go through it will change the Status to “Not Delivered”. For more specific information, add following fields to your sent fax page layout: “Detailed Fax Status” and “Number of Retries” to better understand why a fax may have failed. For example, there could be a problem with the fax machine or fax number which will cause it to fail. You can review more details on errors in the Errors Category.

Resending Failed Faxes

If a fax is not delivered successfully, you can manually resend the fax. Go to the Sent Fax record with status “Not Delivered”. Clone the record by clicking the Clone button on the record (if you do not see this button, you can add it to the page layout). Modify the fields as specified below, then click “Save”.

  • Set the following field values:
    • Status = Sending
    • Send Date = Current Date/Time
    • Send with Outbound Message (checkbox) = checked
    • Detailed Fax Status = none
  • Clear the values from the following fields:
    • DOCID
    • Sent Date
    • Number of retries

Another option would be to configure an automation tool to automatically resend failed faxes. To do this, create a custom picklist field on the Sent Fax object called “Resend Fax” with values that include “Resend” and “Resent.” Then, set up a process builder or other automation tool to create a new Sent Fax record when that field value changes to “Resend” (see the fax automation article for required fields) and once the Sent Fax record is created, update the “Resend Fax” field value to “Resent”.