CTM Faxing Service

Faxing is available on Marketing Pro, Sales Engage, Enterprise, Performance, Growth, and Connect plans.

Note: Tracking numbers can be used for fax or voice, but not both simultaneously.

Enabling a Fax Number

To send or receive a fax, you will need to enable a Fax number.

• To use faxing, you will need a fax-enabled phone number. To buy a fax-enabled number, go to the Buy Numbers page and click the Request a Number button at the top right corner of the page. Fill out the request based on your needs. 

• Once acquired, go to Numbers → Fax Numbers, select → Set up as Fax number

• Follow the prompt to Set Up as Fax Number

Now you can view which numbers are fax-capable.

To create a Tracking Source for the Fax number you just set up, please follow these instructions. In the example below, a Tracking Source called Fax was created. 

Note:

• Tracking numbers can be used for fax or voice, but not both simultaneously. 
• Once you set up a fax number, it can no longer receive voice calls (until you switch it back by going to the fax numbers page and reactivating it as a voice number). 
• Once you switch the number to a voice number, a prompt will appear telling you that you can no longer receive faxes. 
• The file size limit for faxes is 50MB or 350 pages. 

Send a Fax

1. To send a new fax, select → New Fax 
2. Add a “To” Number 
3. Select a “From” number for the recipient (If multiple fax numbers are enabled, you’ll be able to select multiple fax numbers that show up in the drop-down)
4. Select a PDF document you would like to send. Note: Only PDF documents are supported at this time
5. Select → Choose File (choose file) 
6. Click Send Fax

Troubleshooting 

If a fax is stuck in the uploading status, it usually means it's having trouble sending. This can be caused by a slow connection, a large file, or a problem with the receiving fax machine. To troubleshoot this, try the following:

• Check the internet or phone connection
• Try sending again 
• Reduce the file size or number of pages
• Use a short, simple file name
• Ask the recipient to check their fax machine to ensure there are no issues

Activity Fax Log

The fax log can be found in Activity → Faxes.  This log will show all inbound and outbound that are in progress or have been received.  

Inbound Fax Icon

To view the fax,  click the fax icon.

Outbound Fax Icon

Fax Preview

Other Notes:

• Charges apply for both inbound and outbound faxes per page
• If redaction is turned on, it will delete fax content as part of the scheduled redactions period
• The fax documents will be available to view for the life of the account unless redaction has been implemented