RS Fax Documentation

About the App:

RS Fax is the first Salesforce App to integrate eFax, the most popular electronic fax solution with Salesforce to provide you basic sending and receiving of faxes from inside Salesforce to complete automation to send documents and receive them using barcode identification feature.  The app could take as little as 30 minutes to get up and running.  You will pay a monthly fee for the app as well as a cost per fax page if you go over the limit.  You will get a dedicated fax number that is local or toll free and you can purchase additional fax numbers if needed.  You don’t need an existing eFax account.

 

Installing and Configuring the App for Basic Faxing

  1. Please contact us if you would like us to install and configure the app for you for free: support@ramseysolutions.com .  We know the steps below are easy for someone who knows what they are doing, but we are happy to just walk you through the steps to get up and running quicker.
  2. Go to the AppExchange profile for RS Fax to install the app into your Salesforce org.
  3. Click the Get It Now green button.
    Screen Shot 2015-01-20 at 2.35.42 PM
  4. Follow the instructions.
  5. You can install the app directly in Production or Sandbox environment if you wish to test  it first.
  6. Once you have the app installed the first step is to connect your Salesforce to RS Fax server and obtain a test fax number.
  7. Go to more tabs the + tab is the farthest right tab on the top tabs.  Find the RS Fax Configuration tab and click on it.
    1. Another way is to go to Setup, Installed Packages, Click “Configure” link next to the RS Fax app.
    2. Or go to the app RS Fax.  Then the tab “RS Fax Configuration”.
  8. On the RS Fax Configuration tab click the “Grant Access” button.  You will be prompted to Allow access for RS Fax to your Salesforce so that RS Fax server can update your Salesforce Sent Fax and Received Fax status on the records.
    1. If using Lighting Experience (LEX), this “Grant Access” 3rd party authorization page is not a feature yet available. You will temporarily need to switch to Salesforce Classic to successfully “Grant Access” and then you can return to Lightning Experience to continue using the app (see other notes about using app in LEX below).
  9. When you click Grant Access button a test Fax Number will be automatically assigned to you and will be displayed next to Available Fax Numbers.
  10. Click Edit on the RS Fax Configuration tab and enter your alert email, an email address you would like error email alerts from RS Fax to go when there is an issue with updating your Salesforce org.
  11. You can use this test fax number for a trial with 10 pages that you can fax incoming/outgoing for up to 15 days.
  12. You can configure almost anything related to sending and receiving faxes in your Salesforce related to different objects, buttons, and automations.  Read below the Additional Configuration Instructions.
  13. But right away you can simply send a fax from Salesforce by going to the Send Fax tab.
    1. You can go to more tabs, the + tab, then find Send Fax tab.  Not Sent Faxes.
    2. You can add this tab to your default app to the top if you wanted.
    3. You can also go to RS Fax app and see the tab at the top.
  14. From the Send Fax tab you will see the option to select a PDF file you want to fax from your Documents or to upload a new PDF.
  15. You can enter who you want to fax to using the lookup field and will populate the fax number if a standard field like on Account or Contact.  You can just type in and enter the fax number to send to as well.
  16. You can optionally include a barcode on the fax so when its faxed back it will auto associate to this sent fax record.
  17. Then click Send button.
  18. A Sent Fax record will be created for this fax.  You can access the Sent Faxes tab to view all faxes sent.  Go to more tabs and find the tab or on the RS Fax app.
  19. If you send a fax to the test fax number in your Salesforce org you will find Received Faxes on the Received Faxes tab.  Access under more tabs or on the RS Fax app.
  20. Thats how easy it is to send and received faxes in Salesforce from a basic level.  Read more below to do more with this app and make your faxes processes much better.
  21. When you are ready to activate your RS Fax account go here: Activate Your RS Fax Account and follow the instructions.
    1. Activation can take 24 hours.
    2. You can also port over your existing fax number.  This requires additional forms and can take 1-6 weeks depending on your fax provider.

 

 


 

Additional Configuration Instructions

 

Relate Fax objects to your objects:

  1. By default Sent Faxes and Received Faxes objects are related to the standard objects: Account, Contact and Opportunity. These are the only related objects to the faxes out of the box.  You can relate the faxes to other objects as well.
  2. Edit the layout of the Contact page.  Go to a Contact record and click the “Edit Layout” link in the top right corner.  Or you can go to Setup, Customize, Contacts, Page Layouts, and Edit for the page layout you want to edit.
  3. Click on Related Lists in the top left area.  Drag Sent Faxes and Received Faxes down to the related list area.
  4. Click on the wrench icon on the Sent Fax related list.  Add fields shown in the related list.  We recommend adding: Sent Fax #, Send Date, Status, Subject.  Then Sort By Send Date Descending.
  5. Then 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.  We suggest to also uncheck the Standard Buttons “New” to remove that from the layout so there is only one button visible.
    1. If you remove the standard New button then you won’t be able to add a new fax record manually which is not a common use case.  It will require you to use our special function to send a new fax that will actually send a fax which should make sense for most users.
  6. Click on the wrench icon for the Received Fax related list.  Add the fields shown in the related list.  We recommend adding: Received Fax #, Received Date, Status, Preview Fax, Sent Fax.  Then Sort By Received Date.
  7. To relate the fax objects to other objects you need to add a lookup field on the Sent Faxes and Received Faxes object to the object you want to relate to.
    1. Go to Setup, Create, Objects, Sent Fax, then click “New” button under Custom Fields & Relationships section.
    2. Select the field type “Lookup”.  Then select the object you want to Relate to on step 2.
    3. A default field label will be created from the name of the object.  You can override if you want.  Click Next.
    4. Set field level security for which profiles to see the field, click Next.
    5. On Step 5 indicate to add the field to the layout on the Sent Fax Layout.  Click Next.
    6. On Step 6 indicate to add the related list on the related object to see the related list of Sent Faxes there.  Click Save.
    7. Do the same on the Received Fax object.
    8. Then edit the page layout on the object you just related to add additional fields to the related list of the Sent Fax and Received Fax objects like we did for the Contact layout.

 

Add Fax Number fields if needed:

  1. The standard Contact and Account objects come with a Fax field.
  2. 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.

 

Setup Auto Faxing:

  1. Go to Setup, Installed Packages.
  2. Click “Configure” link next to the RS Fax app.
  3. In the section “Field Settings” click “New” button.
  4. Give this setting a name that provides some description to you like “Auto Send Fax to Contact”.  Or could be much more specific if configuring for a certain type of process or document.  The Setting Name is just informational purposes.
  5. Select the Object the Fax is related to.
  6. Select the lookup field on the Sent Fax object that provides the relationship to that object.
  7. Select the lookup field on the Received Fax object that provides the relationship to that object.
  8. Indicate where the Fax Number that you want the fax sent to should be located.  You can select a field in the object or find it in the fax attachment filename.
    1. If the fax number is in a field, select “In Object Field” then select the field.
    2. If the fax number is in the attachment filename, then select In Fax Attachment Filename”, and then indicate where to find the fax number in the filename using “before” or “after” then indicating some 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.
  9. 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 some text.  For example the file could always start with the word “Fax”.  Once you attach PDF file to object record with this same pattern like filename (in this example, starting with this word “Fax”) the attachment will be auto faxed to specified recipient.
  10. Next indicate the placement of the barcode on your fax document that will remain in same place each time you send an auto fax 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.
    1. The first barcode is in the default position. You can move the barcode around by clicking on it and holding down mouse and dragging it around.
    2. You can also drag the corner of the barcode to resize it.  The larger the barcode the easier the app will be able to read it when it is faxed back.
    3. You can also use the controls on the left to move and size the barcode.
    4. You can also 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.
  11. Upon inserting a new Attachment, RS Fax trigger will automatically read the filename and if it matches the rule, will automatically create a Sent Fax record and fax the attachment.
  12. If you are mass updating multiple records at the same time that creates more than one Attachment at a time, then RS 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 RS Fax workflow rule will send outbound message to RS Fax server to send the fax.  This is more of an FYI.
    1. NOTE: Make sure all RS 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 (pertains to using automation features of RS Fax, they will still be able to send faxes manually).

 

 


 

Using the App

 

Send a Fax Manually

  1. You can send a fax manually by clicking the Send Fax button on the related Sent Fax list on any object Sent Faxes is related to.
  2. Your assigned fax number will be automatically pre-populated in the “Organization Fax Number” field. If you have multiple fax numbers available for use, you can select the fax number you would like to fax from the drop down button.  ADDITIONAL OPTION:  If you would like to choose one fax number as the default when sending a manual fax, follow these steps: RS Fax Configuration Tab -> Edit -> Default Fax Number.
  3. If you configured your app already from steps above for the Contact layout you should see the related Sent Fax list on any Contact record.  And see the Send Fax button on the related Sent Faxes list.
  4. Optionally you can create a Contact record for yourself and enter your own fax number in the Fax field.
  5. Then click the Send Fax button.
  6. If provided the Recipient will already be populated as well as the Fax Number if populated if you had configured a fax field on the Contact object for example.
    1. Otherwise you can select a Recipient, then the related lookup field on Sent Fax object to relate this fax to.  Then the fax number field on that object.
    2. After selecting the Fax field the Fax Number will be populated with the fax number from the related record.  Or you can enter a fax number manually here.
  7. Select the pdf file you want to fax in the Fax PDF File.
    1. Select the lookup glass and it will show you all your Documents already in Salesforce.
    2. If you need to upload a new pdf, then select Browse button on the bottom of the page, and select the file.  Then click Upload button.  Once it is finished uploading just click on that new pdf file you uploaded to select it to fax it.
    3. The fax pdf preview will load a preview of the fax.
  8. You can adjust the default placement of the barcode by dragging it around.  You can also drag the bottom right corner to resize the barcode.
  9. When ready click the “Send” button to send the fax.
  10. The Sent Fax record will be created with the Attachment related to it for the file that was faxed.  The Status will start at Sending.  The Send Date is recorded.
  11. 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.
    1. This confirms that the app has successfully sent the fax.
  12. 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.
    1. This status is used to confirm that  the fax number was correct and the recipient fax machine actually received the fax.
  13. If the fax did not go through it will change the Status to “Not Delivered”.
    1. There could be a problem with the fax machine or fax number and you should probably try sending the fax again.

 

Receiving Faxes

  1. Any faxes sent to your fax number will be automatically inserted into Salesforce as a Received Fax record.
  2. The fax pdf file will be attached as a pdf file to the Received Fax record.
  3. The Status will be Received by default and the Received Date will be recorded.
  4. The Fax Number is recorded from who ever sent the fax to you.
  5. You can use the Fax Number in an attempt to match who sent it to you using an apex trigger if desired.
    1. If a barcode is on the fax that is received then the app will attempt to match the Received Fax with the original Sent Fax that was sent with the barcode.  If a match is found then the Sent Fax lookup field will be populated.
  6. With the barcode feature you can send a fax like a form or a contract that needs to be signed, and then when they fax it back, you can associate the Received Fax back to the Sent Fax.  You can further do more automation using this feature.  You could for example write an apex trigger that if a Received Fax comes in and is related to a Sent Fax, then update the related Opportunity Stage to “Contract Received”.  That could create a flag on Opportunity to review the Contract received and accept it or not.
  7. We have included some default picklist values of Status on the Received Fax if you wish to use them but are optional.  You can customize this and also add additional fields if needed to this object for any process.
  8. You could for example create a custom view on the Received Fax tab to view all faxes with Status “Received”.  Then you intent to look at each fax record and you can change the Status to Accepted or “Read” or create a checkbox called “Read”.  This action of changing the status to Accepted could for example then update your Opportunity Stage to Closed Won.
  9. Another cool thing to do to review Faxes is to use the Console.  You can setup the console to go through faxes quickly and then also view the related record information to the Received Fax.
  10. Please advise if you need help configuring a process that works for your needs.  We provide this as a development/consulting service at hourly rate, learn more at ramseysolutions.com.  Or have your existing Salesforce Consultant help.

 

Send Fax Automatically

  1. You can configure the app to send faxes automatically.
  2. You can configure the app to automatically fax a PDF that gets attached to any record.
  3. You can create any process (using triggers, flows, 3rd party apps etc.)  that creates an Attachment and relates it to a record like an Account, Contact, Opportunity, or a custom object.  The process should generate a PDF file, attach it to the record, and set a filename of your choice for that attachment.  Then you can configure the app in configuration described above to setup a rule to autofax the attachment to a certain fax number indicated on a record or in the filename.
  4. One common way to automate the creation of an Attachment is to use RS Documents app. You can configure this app to merge data from Salesforce onto Google Docs template, generate a PDF, and automatically attach it to the record. App cost is $5/user/month.
  5. Conga Composer is another third party app, not provided by us and costs $18/user/month.
  6. You could also use the create PDF Quote on the standard Quotes feature in Salesforce.
  7. Another option is creating any Apex Trigger or using Salesforce API in order to attach a pdf file to a record.  You can configure anything.
  8. Or use any other app that could help with this.
  9. Please let us know if you need any assistance with setting up a process to automatically attach a file.  We provide this as a development/consulting service at hourly rate, learn more at  ramseysolutions.com.  Or have your existing Salesforce Consultant help.

 


 

Advanced Configurations

Override Default Settings of Fax Page

  1. You can override and set default values of the fields on the Send Fax screen.
  2. While sending faxes manually you currently have to either go to the Send Fax tab or click a button “Send Fax” under related list “Sent Faxes” on the object that it’s related to.
  3. You can create your own custom button that will pass the values needed to send a fax from the object. This may save you a few clicks, so you don’t have to select Fax number manually.
    1. For example: if you need to specify what field on the Contact to always use for faxing (there’s a few options that you typically select from dropdown: business fax, mobile phone etc.)
  4. Go to Send Fax tab. You should be able to see a URL in the following format: https://efaxapp.na30.visual.force.com/apex/SendFaxManually?sfdc.tabName=01r36000000Q7nF (where “tabName” will equal to unique ID for your org).
  5. Copy this URL  to clipboard. Go to Setup and create a new Button on the Master object you want to be sending the faxes from.
  6. Paste the URL from clipboard into the button edit area.
  7. Now you can add 2 variables to URL to indicate Recipient and Fax field that you always want to use in the following format:
    1. https://efaxapp.na30.visual.force.com/apex/SendFaxManually?sfdc.tabName=01r36000000Q7nF&recipientId=Record ID&faxfield=Fax Field 
    2. Record ID - you can replace this with a merged ID field of the object that will be set as a recipient (it can be your Master record Id field or any other record Id, as long as this is a lookup field on Master object) or an actual ID of specific record if needed.
      1. For example: we are creating a button on Contact and want to send fax to this contact, then recipientId={!Contact.Id}.
      2. If we are creating a button on Opportunity but want the Recipient to be set to Primary Contact (which is a lookup field to Contact on Opportunity), then recipientId={!Opportunity.Primary_ContactId__c}
      3. Note: when you create a lookup field on objects, Salesforce will automatically add the field for lookup record ID in the available merge field dropdown in button edit window. For example: if you create a lookup field to Contact on Opportunity called Primary Contact, then when you merge the fields into button code you will have an option to merge Primary Contact (merges first and last name) and Primary Contact ID (merges id). 
    3. Fax Field will be a merged field of the Fax field from the master object OR object that you set for Recipient. 
      1. For example: if we selected Primary Contact (lookup to Contact) on Opportunity as a recipient, we will set the faxfield to API name of fax field we want to use from Contact object. We want to use a custom field Office Fax that is a field on Contact, then faxfield={!Contact.Office_Fax__c}
    4. In the end the button code we built will look like this:
      1. https://efaxapp.na30.visual.force.com/apex/SendFaxManually?sfdc.tabName=01r36000000Q7nF&recipientId={!Opportunity.Primary_ContactId__c}&faxfield={!Contact.Office_Fax__c}
  8. You can also replace the merged fields with actual Id’s of specific record if you have a need for it. You can use this strategy in custom buttons, links, or internal email templates (you need to be able to log in to Salesforce to send fax).

 

Writing Your Own Fax Automation Apex

  1. If you do not want to use the standard fax automation configuration tool provided by RS Fax that is based on the Attachment insert and filename, you can write your own apex trigger or class to create and send faxes.
  2. Be sure to disable the Autosend feature in RS Fax Configuration if you will write your own automation apex.
  3. Write apex that will Insert a Sent_Fax record with the following value guidelines:

efaxapp__Sent_Fax__c fax = new efaxapp__Sent_Fax__c(

      efaxapp__Fax_Number__c = ‘8665557220’, // recipient number – mandatory

      efaxapp__Subject__c = ‘Test’,  // any text, mandatory

      efaxapp__Send_Date__c = Datetime.now(), // mandatory,

      efaxapp__Attachment_ID__c = ’00Pi000000LwrJTEAZ’, // attachment id to send, mandatory

      efaxapp__Status__c = ‘Sending’, // mandatory

      efaxapp__Sent_With_Outbound_Message__c = True, // mandatory

      efaxapp__Org_Fax_Number__c = ‘4158880447’, // org fax number from which to send, mandatory

      efaxapp__Barcode_Position_Top__c = ’30’, // barcode options, can be passed

      efaxapp__Barcode_Position_Left__c = ’30’,

      efaxapp__Barcode_Size_Width__c = ’30’

    );

    insert fax;


Using Lightning Experience with RS Fax App
1. When using Lighting Experience, the “Grant Access” button on RS Fax Configuration tab is will not work so you need to temporarily need to switch to Salesforce Classic to successfully “Grant Access” and then you can return to Lightning Experience to continue using the app.

Use Cases

1. MASS FAXING: I would like to attach a PDF document to multiple records at once that will trigger the RS Fax automation rule. How can I do this without needing to write an APEX trigger or use another document generating app?

-You can do this through using Data-loader feature in your Salesforce. See this article for more information and steps: https://developer.salesforce.com/forums/?id=906F00000008ysmIAA. Basically, you will get all your records from preferred object into a .csv file and then use the file path for the one local PDF attachment that you are wanting to fax. It attaches the same document to every record on the .csv file (attaching to multiple object records in Salesforce). Then use the RS Fax automation rule that you already setup that should fire the fax to be sent once the document is attached to record.
-Uploading an attachment to multiple records will copy it on each record. You can mass delete the attachments afterwards using instructions found here.

RS Fax is a pretty straightforward app that sends the attachments on a record to the number provided (ex. in a field on that record). So you need an attachment on any record that you want to send to.
2. CREATE CASE: I am working with Case object and would like a case to be created each time we receive a fax. How can I configure this?
-When a fax is received, a Received Fax record will be inserted automatically.  You can configure a Process Builder/Workflow or APEX trigger on the Received Fax object to auto create a Case record for every new Received Fax record.
3. TESTING IN SANDBOX ORG: What is best practice for testing RS Fax in Sandbox environment? I want to test the fax records being created though don’t want to actually send them.
-Two options for still testing RS Fax automation without sending the actual fax is: 1) we make your fax number inactive on our end, so when it tries to send it it won’t allow. Or 2) you un-grant the access to RS Fax so it’s no longer connected to the actual external App. The Salesforce app will still work but will be stuck in Sending status. You can do that by going to Setup, Manage Apps, Connected Apps, click on RS Fax, then Uninstall.

How RS Fax Process Works/Security Information

RS Fax app is a Salesforce App and is published on Salesforce AppExchange.  It must pass their security assessment in order to be published.  The code for the app is installed into your own Salesforce org which then is Salesforce.  You then connect your Salesforce to our external application written in .Net and hosted on Azure (Microsoft Cloud Server) using an oauth token.  Our code that sits on Azure cloud server has a MS SQL database that stores only reference numbers for your org id, fax number, date time stamps, ids of records.  No faxes, pdfs, or sensitive information is stored outside of your own Salesforce org.  Our .net code communicates with eFax Developer via their api to transmit the faxes.  They also do not store the data and just keep records for reference like fax number, date/time, ids.  We have no physical servers.  Our app is in the cloud on Salesforce, and on Azure Cloud Server.
RS Fax Flow Process
Q: How is the document transmitted from Salesforce to Azure to eFax developer? Is it over HTTPS secured connection and is the document encrypted during transmission?
A: The document is encrypted through HTTPS/TLS before it hits the network. HTTPS is used to transmit the data between Salesforce to Azure to eFax.  Salesforce and eFax don’t allow any communication outside the proper current security standards.Q: If no faxes, PDFs, or sensitive information is stored outside of your own Salesforce org, then where are the incoming faxes being stored if not on RS Fax server? 
A: When a fax is received, eFax transmits it to RS Fax server and we transmit to your Salesforce. The fax data is encrypted only in transmission, then removed once transmitted.  eFax is only keeping the fax data if not transmitted and retrying, up to 24 hours. After 24 hours, the fax data is deleted from their system (HIPAA compliant).
RS Fax/ eFax HIPAA Compliance

The Department of Health and Human Services, the federal agency that deals with HIPAA, has stated in the Federal Register that “entities that act as mere conduits for the transport of protected health information but do not access the information other than on a random or infrequent basis are not business associates” and “a conduit transports information but does not access it other than on a random or infrequent basis as necessary to perform the transportation service or as required by other law.”  In other words, if we are merely transporting information (which is what we do), whether you qualify as a conduit depends on whether and how you access the information.
We don’t access the information apart from on a random or infrequent basis. The Federal Register excerpt is in this HIPAA statement: HIPAA Compliance Document 2017

 

For additional support email: support@ramseysolutions.com

 

2 Comments:

  • Alex Warren on October 10, 2017 at 3:47 pm Reply

    I have a use case where I need to send multiple attachments in a single fax. Does your Automation Apex allow for passing an array of Attachment ID’s?

  • Jenna Ramsey on October 12, 2017 at 5:56 pm Reply

    Hi Alex. RS Fax at the moment can only fax one PDF. Other customers have setup their templates and documents to merge into a single PDF before faxing. You could use an app like Conga for stringing PDFs together or adjusting their template to include everything. We have also developed in the past a PDF merge service for a client that had a similar requirement if interested. We offer consulting services at Ramsey Solutions and they charge $175/hour.
    It is possible that we will add a feature to allow you to send multiple PDFs in the same fax. There has not been a huge demand for this feature because so far most of the time there is a better way to configure the process in Salesforce to get everything into one PDF for the fax before sent. And then when a customer has a more unique requirement it makes more sense to develop the custom merge service since the automation requirement is more specific to their use case and not a general use case that can be used by all our customers.
    Let me know if your interested in that or if we can help you develop a more custom PDF merge service for your process as a service as well.You can email support@ramseysolutions.com.

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