You're currently in Business Support. For help with a consumer service, visit our
Personal Support page.

Frequently asked questions (FAQ) about Cloud Fax — For TELUS Business customers

FAQs about sending a fax by email, fax broadcasts, faxing internationally, or while away from your home or desk.

General Questions

1. What TELUS Cloud Fax services are offered?

To enhance your business connectivity, Internet Fax services cover all your faxing needs - everything from sending fax broadcasts, to faxing internationally, to sending and receiving faxes by e-mail while away from the office or home.

2. Who would use Cloud Fax services?

Companies or individuals who want to:

  • Manage and reduce annual telecom/fax expenses and the use of costly voice telephone systems

  • Improve productivity, reducing the time employees spend doing the "fax machine commute"

  • Enhance business connectivity with the ability to send and receive sensitive information while away from the office

  • Send the same information (pricing, news, etc.) to thousands of recipients through a fax broadcast, which can take days to complete, or cost a fortune in fax service bureau charges

  • Receive a fax by email when their fax machine is broken, out of paper or simply turned off

  • Send and receive faxes by email so no one mistakenly picks up, reads and walks away with a fax meant for someone else

  • Keep urgent faxes safely stored as email, never having to ask for it to be resent

3. Once I sign up, when can I start using my Cloud Fax line service?

For your protection, credit verification is done for every application. Account activation will be complete within three business days. You will be notified of your account activation by email.

4. Can I cancel my Cloud Fax line service at any time?

Yes. You may cancel your Internet Fax Service(s) at any time. For the subscription-based services, you will be charged for the entire month in which you provide your notice of cancellation.

The advantages of having a Cloud Fax line

1. What's the difference between using Cloud Fax Services and WinFax Pro or Microsoft Fax?

When you use programs such as WinFax Pro or Microsoft Fax to send a fax from your computer you require a fax-compatible modem and all the necessary software installed and configured on your computer, plus access to an analog (non-PBX) phone line . Then, you can only send a fax from the computer on which the software is installed.

With Internet Fax Services, all you need is an Internet connection - you don't even need a fax modem. Just access the Click to Fax website from anywhere to send a fax online!

Faster faxing with Internet Fax Services

Fax modems typically are 9.6 Kbits/sec or 14.4 Kbits/sec and tie up your computer for the duration of your broadcast or fax transmission, whereas modems connecting PCs to the Internet typically operate at 28.8 Kbits/sec, 56.0 Kbits/sec or even higher with ISDN, cable modems or ADSL.

You can send an Internet fax from your computer to thousands of destinations as easily as one with “Click to Fax”. And a fax broadcast won’t tie up your computer. Once you click "send" you're free to use your computer for something else. With software like WinFax Pro, sending a fax broadcast becomes a difficult task, possibly tying up your computer for hours or days.

Receive faxes even when your computer is turned off

Receiving faxes is another area where Internet Fax Line Services offers a big advantage. Fax software requires your computer to be turned on and the business phone line connecting to the modem must be free. “Click To Fax” requires no software and can be accessed from virtually any computer with web access. With “Fax To Email” Service, faxes are sent directly to your e-mail, so your computer does not have to be turned on. When you check your e-mail for messages, all your faxes are waiting for you.

Privacy and Security

1. What type of security is provided with Cloud Fax?

We ensure the confidentiality of all faxes sent over our network.

2. Can your staff members read my faxes?

No. Our cloud fax line system is completely automated. Once your message arrives at your fax number, it is encrypted and sent directly to your e-mail and then removed from our server. We do not store copies, so all your messages are completely private and secure.

Receiving Faxes with Fax to Email

1. What is the “Fax To Email” Service?

The “Fax To Email” Service will automatically forward all of your faxes to your existing e-mail address. No matter where you are, your faxes will be stored and waiting for you to read every time you check your mail.

2. Do I need special software to read my faxes by email ?

No. If you can easily read attachments or see images with your email program, you will be able to receive and read your Internet faxes. If you are not able to see your faxes by email, contact your operating system vendor or your internal IT department. You can print the fax by email just as you would print any email document you have received.

3. Does my computer have to be turned on to receive faxes?

No. All fax by email messages are stored in your email account waiting for you to retrieve them.

4. How can I sign up for the Internet Fax service?

You can sign up online for “Fax To Email” service. Within one business day, you will receive your fax number, your password and your user ID by email.

5. How do I start using “Fax To Email” Service?

As soon as you receive your fax phone number you can start giving it out. All you need to do to retrieve your messages is to check your email. The Internet faxes will arrive as attachments to email messages.

6. Do I need special software to read the faxes?

No. If you can easily read attachments or see images with your email program, you will be able to receive and read your internet faxes. If you are not able to see your faxes by email, contact your operating system vendor or your internal IT department.

7. The Internet faxes appear distorted on my screen. How do I fix this?

When you install certain applications, like Corel Draw or Microsoft Publisher, they may replace the default TIFF editor with their own.

To use the proper imaging software, first save the file in a folder on your computer, then launch the imaging software by: Clicking on the Start button, select Programs, Accessories, then select Imaging. Once the application has launched you can then open the saved file

  • Simple cover page: 10KB

  • A form with little graphics and mostly text: 32KB

  • Little graphics, about 5 small images: 15KB

  • Heavy and dark graphics, covering most of the page: 60KB

  • Excel spread sheet: 22KB

  • PowerPoint Slide: 12KB

  • Microsoft's Internet Explorer 4 or higher, or Netscape 4 or higher. This is only required to view the Internet Fax help file.

  • An email account

  • Computer with windows 95/98/ME/2000 or NT A Java and Cookie enabled web browser such as Internet Explorer 4.0 + & Netscape 4.0 +

  • Enter the recipient number in the "Number:" field

  • Attach your message:

    • Type a message in the message box (optional), or

      • Add an attachment in the "Add Attachment" field (optional)

  • Click "Send"

8. How do I send an online fax to multiple fax numbers without uploading a Recipient List?

  • To send an online fax to multiple fax numbers:

  • Enter the recipient name in the "Name:" field (optional)

  • Enter the recipient number in the "Number:" field

  • Click "Add". You will see the recipients being added to the "List of Recipients" box

  • Repeat the steps until multiple recipients are included

  • Type a message in the message box (optional), or

    • Add an attachment in the "Add Attachment" field (optional)

  • Click "Send"

9. How do I create a Recipient List for uploading?

If your database is in Excel, arrange the list so the information appears in the following format:

Example Fax Name 16132484867 John Doe 16132484868 Jane Doe

Fax Numbers must be set up in the following format: "1", followed by the "area code", followed by the "fax #"

Click "Browse" to bring up a dialog box, which lets you search your hard drive for the recipient list

Locate and double click on the selected recipient list file to upload.

Double clicking the file will automatically upload the recipient list and return you to the main page. Repeat the above steps until all recipient lists are uploaded.

Note
: On the main page you will see the "List of Recipients" box on the top right side listing all recipients in the list chosen from the hard drive or manually entered.

10. How do I attach a document?

  • From the main “Click To Fax” page:

    • Click " Add Attachments "

    • Click "Browse" to bring up a dialog box, which lets you to search your hard drive for the document

    • Locate and double click on the selected document file to upload

    • Double clicking the file will automatically upload the document and return you to the main page.

  • Repeat the above step until all attachments are uploaded.

(Maximum eight (8) attachments, limit two (2) MB per attachment)

Note
: There are two means of including information in your online fax. You can type a message or add an attachment. One or both means are accepted.

Note
: On the main page you will see the "Attachments" box on the bottom left side listing all attached files chosen from the hard drive.

11. What is the Message Box used for?

To include a message as the main fax or as the cover page of your fax, type it directly into the message box.

Please note
: Bolding, underlining, etc. is not an option in the message box. If you require such formatting, create your message in a word processor or spreadsheet and include it as the first attached document when adding attachments.

Note
: There are two means of including information in your fax. You can type a message or add an attachment. One or both means are accepted.

12. When the attached documents are faxed, what order do they appear in?

The documents are faxed in the order they were attached.

Note
: If a message is typed in the message box, it will be the first page to print on the recipient fax machine, followed by the attached documents in order.

13. How do I know which faxes have been received?

TELUS automatically returns a success/fail confirmation report via email for each Internet fax that you send. You can also use our online web reporting feature to get a detailed report on your fax history and faxes in progress for a specific day or an entire month.

14. Can I check the real-time status of my Internet fax?

Yes you can. However, you must first export the fax numbers to Excel and save as a .csv file.

The steps are as follows:

Exporting from Desktop Fax

  1. Go to Start/ Programs/ Protus/ Protus Premium Administration

  2. When open, click on the Phone Book icon

  3. Select the Data drop-down menu and select Export

  4. A pop-up window will appear titled “Export Fax Numbers”

  5. For "Select Fields" choose fax number and name

  6. For "Field Delimiter" drop down and select the (,) comma.

  7. Click OK

  8. You now have to save the file

Importing to “Click To Fax”

  1. Locate and open your Excel file

  2. When you open the file you are presented with "Text Import Wizard"

  3. Follow the steps to Import

  4. Finish the Import

  5. You now have your data presented on Excel

  6. Save the file as a .csv file

  7. This list is now ready to upload as a recipient list

Once you hit send, a new page is displayed indicating your online fax has been received and is being processed. On the top of this page there are several links. Click "Current Faxes". This brings you to the Current Faxes page where you can see a status report of faxes being processed.

15. If I am a current Desktop Fax user, can I use the contact list already established in my PhoneBook for “Click To Fax”?

Yes you can. However, you must first export the fax numbers to Excel and save as a .csv file.

The steps are as follows:

Exporting from Desktop Fax

  1. Go to Start/ Programs/ Protus/ Protus Premium Administration

  2. When you have the box open, click on the PhoneBook

  3. Select the Data drop down menu and select export

  4. A pop-up window will appear titled “Export Fax Numbers”

  5. For "Select Fields" choose fax number and name

  6. For "Field Delimiter" drop down and select the (,) comma.

  7. Click OK

  8. You now have to save the file

Importing to “Click To Fax”

  1. Locate and open your Excel file

  2. When you open the file you are presented with "Text Import Wizard"

  3. Follow the steps to Import

  4. Finish the Import

  5. You now have your data presented on Excel

  6. Save the file as a .csv file

  7. This list is now ready to upload as a recipient list

Prices, Billing and Account

1. Do Internet Fax Services provide the same fax services I get today at a lower cost?

Internet Fax Services let you to do everything you do today with regular faxes - plus much, much more. For example, with “Fax To Email “service, you can now have all of your faxes automatically forwarded to your email address, where they are waiting for you every time you check your email. “Click to Fax” merges faxing with the online world, providing never-before available features and capabilities.

2. I sent a fax to a number and the cost debited to my account was different than what I thought it should be. What happened?

It is possible that the fax number was not typed in correctly. You must enter the country code for each fax destination. The country code for the United States and Canada is "1". This country code must precede the area/city code. For more information on fax numbers, see How to Fax Online.

3. How does Internet Fax billing work?

You can sign up for Cloud Fax with a Visa, MasterCard or American Express credit card. You simply choose how much you want to initially prepay on your account and at which amount you would like your Internet Fax account recharged. Your usage will decrease the prepaid balance on your account, and once this balance reaches your desired recharge threshold, your credit card will be billed again to top up your prepaid balance. This will allow you to continuously send faxes without interruption. You will receive a monthly charge on your credit card bill, along with a notice by email. You may also check your payment history online by logging in to your account once your account has been activated.

4. How do I update my current account information?

You can update any necessary account information online from the Internet Fax Account Info. Once there, you can change your contact information, your password, your email address, and billing options. Be sure to reflect any changes you made online in the Internet Fax Administrator Account Settings dialogue box.

5. How can I check my current account balance and the number of Internet faxes I have sent before the billing date?

You can view this information online at our Account Info section, just log on with your User ID and Password and you will have access to all your account information as well as your fax history, payment history, and details of current Internet faxes.

6. To save cost on sending online faxes, am I restricted to sending faxes at certain times of the day or night?

No. Cloud Fax Service's low rates apply 24 hours per day, 7 days a week.

7. Are rates restricted to certain countries?

Low Cloud Fax Service rates are available to 225 countries.

Did this article solve your problem?

Yes
No

Related articles

As admin, you can change the greeting that is heard when calling the main number of your TELUS Business Connect Office Phone system.

View and manage your cameras

Learn how to fix potential issues with your ADC-VDB750 Doorbell Camera using these instructions.

Use an SD card in a compatible camera to record video directly from the video device continuously and securely.

Phone firmware updates for Cisco and Yealink models

Learn about accessibility at TELUS