Faxing Service, Email To Fax, Inbound Faxes, Fax Number, Fax To Email

FAQ

	Direct Debit Payment Option If I sign up for any of Ozefaxs' services, am I bound by any contracts, ie. minimum period of time to stay connected? Is it possible to change my payment method, say from cheque to direct debit, for example? Can I change the method of delivery of the monthly invoices, from a link on the monthly email to a pdf file attachment? Is it possible to have the invoices delivered to more than one e-mail address? Is there any cost involved if I request a change of ownership of an account? I need to update my credit card details, how do I do this? If I want to organise cancellation of my Ozefax service/s, what do I do? Can I Pre-pay my Ozefax Account and How do I arrange this? Please send me an Invoice Copy I have received an Overdue Reminder Notice. How soon can a live operator service be cancelled/disconnected if I request it? What areas can you provide Live Operator Numbers For? Can the Live Operator Service transfer calls to my phone number? I am receiving unsolicited or SPAM faxes on my Fax Number How do I update or Change my Audio File on my Voice to Email Service? How do I divert my existing fax number over to the inbound faxing service? If I sign up for your services, for example, the inbound faxing service, may I take the number with me should I decide to port/move to another provider? Can I have inbound faxes received by multiple e-mail addresses? How do I record a customised Welcome Message on my NZ e-number? How do I listen to my voice messages left on my NZ e-number? Can my NZ e-number be diverted to another number? Are additional set up fees charged if more than one inbound fax number is ordered? Can I switch my file type preference from TIFF to PDF for the inbound faxing service? Can I transfer my existing 0800 (NZ toll free) number to you? Is it possible to divert a NZ freecall number to a SKYPE (or VOIP) number? What is the difference between a 1300 or 1800 Freecall number? If I request a change made to the 1300 / 1800 freecall answering point, when will this take effect? What is the IVR service? How do I change the number of rings on my IVR Service? Sending faxes to Freecall 1300/1800 numbers Is the FaxLauncher software compatible with Windows Vista or Windows 7? How do I locate the IP address on my computer? Can I send colour faxes through your service? Can I send a fax which is heavy in graphics and/or text? Can I register more than one e-mail address for the outbound faxing service? Can faxes be sent to international destinations, if so, what are the rates? Is there the facility to reply from a mobile telephone using the E-mail to SMS service?
	Direct Debit Payment Option
	If you wish to pay via Direct Debit, please refer to our Downloads section, which will enable you to download the application form to your computer. Once completed, please return it by fax to us via the number mentioned on the form. For more information on Direct Debit, or any questions regarding our alternative payment methods, please e-mail us at accounts@ozefax.com.au or call 02 8252 0866

	If I sign up for any of Ozefaxs' services, am I bound by any contracts, ie. minimum period of time to stay connected?
	When signing up for Ozefaxs' services, with the exception of the Live Operator service, (which has a thirty (30) day cancellation period and a minimum 3 month period); there are no contracts. Effectively, you may request cancellation of the service at any time without penalty.

	Is it possible to change my payment method, say from cheque to direct debit, for example?
	Yes you can. Please send an email to accounts@ozefax.com.au and request the change.

	Can I change the method of delivery of the monthly invoices, from a link on the monthly email to a pdf file attachment?
	Yes you can. Please send an email to accounts@ozefax.com.au and request the change.

	Is it possible to have the invoices delivered to more than one e-mail address?
	Yes this is possible. Please send an email to accounts@ozefax.com.au and request the change.

	Is there any cost involved if I request a change of ownership of an account?
	There are no fees involved when a change of ownership is requested.

	I need to update my credit card details, how do I do this?
	In order to update your credit card details, please click on the following secure link: https://wic015u.server-secure.com/vs5296_secure/creditcard.htm Please ensure you mention your account number.

	If I want to organise cancellation of my Ozefax service/s, what do I do?
	In answer to this question, cancellation of the services can be organised by sending an email request to cancel@ozefax.com.au. Please ensure you mention your Ozefax account number.

	Can I Pre-pay my Ozefax Account and How do I arrange this?
	You can organise to pre-pay your Ozefax account by: Making an overpayment on a current invoice or additional payments to your Ozefax account. Once these payments have been received by Ozefax a credit will automatically be placed on your Ozefax Account. * Please Remember to Quote your Ozefax Account Number and, or Invoice Number when making payments* *NB - Monthly usage charges will influence and change the terms of a pre-payment.*

	Please send me an Invoice Copy
	Please include your account number, the month or invoice amount and the email address that you would prefer the copy sent to. By default we would generally send this copy through to the nominated account contact.

	I have received an Overdue Reminder Notice.
	Overdue reminder notices are emailed to you as soon as your Invoice is overdue for payment. If you did not receive (or have lost) your invoice, you may request a copy by simply replying to the Reminder Notice and our accounts team will immediately email you another copy. "I have received your Overdue Notice but have already processed payment for this invoice." Please allow up to 24 hours for your payment to be received and processed. If however, your payment was made more than 24 hours prior then you will need to contact us so we may investigate where the payment may have gone.

	How soon can a live operator service be cancelled/disconnected if I request it?
	In answer to this question, the live operator service has a thirty (30) day cancellation period. There is a minimum contract period of 3 months for a new service.

	What areas can you provide Live Operator Numbers For?
	Ozefax can provide local Live Operator numbers for all of the following areas: Perth Adelaide Melbourne Brisbane Sydney Newcastle Darwin Canberra

	Can the Live Operator Service transfer calls to my phone number?
	Presently this is not possible however we do intend to make this feature available in the near future. In the meantime, when a call is made to your Live Operator number, our telephonists will answer the call appropriately as your receptionist. All messages taken by our operators will be forwarded to you on your mobile (SMS) and a copy delivered to your email. The SMS messages can be sent to any Australian mobile number, or Australian based numbers roaming overseas. For internationally based organisations, your message details will only be forwarded to your email.

	I am receiving unsolicited or SPAM faxes on my Fax Number
	As a matter of policy and in accordance with the PRIVACY ACT, Ozefax Pty Limited do not share or pass our inbound fax numbers to anyone oustide of our organisation. If you are receiving junk or unsolicited faxes, please contact the sender and ask how they sourced your number. The people who conduct SPAM by faxing are no different to the people who SPAM by email, they have the tools that allow them to acquire a pool of numbers and simply auto dial each single number and transmit to the one's that answer as a fax service. We cannot explain this any more simpler than to say that we abide by our local laws ... and that we would also be risking our business if we carelessly shared their fax number with other parties not directly associated with Ozefax (and there are none).

	How do I update or Change my Audio File on my Voice to Email Service?
	If you would like to upload a pre-recorded Audio File onto your Voice2Email service, then you need to attach the wav file to an email and send to support@ozefax.com.au. The required format is: .WAV Audio Format PCM Average Data Rate - 8.00Kb/sec Sample Rate - 8.00Khz Audio Sample Rate - 8 bit Channels - 1 Mono Please remember to quote your Ozefax Account number or your Inbound Voice2Email number. You may either create your own WAV file, or we can produce a professional recording using your script. To organise this, simply send us your script to sales@ozefax.com.au indicating your preference (for a male or female voice) and we will quote you a price.

	How do I divert my existing fax number over to the inbound faxing service?
	In order to divert your existing fax number to the inbound faxing service, with the use of a handset on the physical fax machine or by plugging a telephone into the fax line socket, pick up the handset, listen for dial tone, then dial 21, followed by the area code and number you wish to divert to, then press the hash (#) key. A voice prompt will be heard indicating the diversion is now switched on. Then hang up. To turn the diversion off, pick up the handset, dial #21#, listen to the voice prompt, then hang up. To Divert a Telstra Duet number: 113#"wait a couple of secs"21(area code number)# To remove the Divert 113#21 area code number #. Please note, diversion fees will apply. To find out about costs involved with diversions, please consult your current telecommunications provider.*

	If I sign up for your services, for example, the inbound faxing service, may I take the number with me should I decide to port/move to another provider?
	Moving/porting to another provider; Unfortunately, as the number/s is/are leased to you from Ozefax, portability of the number is not available at this time. Please refer to Section 12 of our terms and conditions of service via this link; http://www.ozefax.com.au/03policy.htm

	Can I have inbound faxes received by multiple e-mail addresses?
	Yes, while we require one (1) primary e-mail address to be registered for receiving faxes. We can organise to have the inbound faxes carbon copied (cc'd) to a maximum of (3) three e-mail addresses.

	How do I record a customised Welcome Message on my NZ e-number?
	How to record a customised Welcome Message on my NZ e-number? You may call the e-number at any time and while the existing message is playing, press "0". This will take you to an admin prompt mode. Enter your pin number. While the message is playing, press "0" to enter Admin mode. Here you can record the voice messages that is to be played to callers by dialling the prompt number (refer below) then the '#' symbol. After you have finished recording your prompt, press the # key to return to the menu. The number for the prompts in the main messages are: 11#= voice-initiate = The greeting informing the caller that they can record a voicemail. 12#= voice-terminate = The prompt that is played after a caller has finished recording their voicemail. 21#= route-initiate = The greeting that is played when e-Number is routing a call to your defined number(s).

	How do I listen to my voice messages left on my NZ e-number?
	How do I retrieve / listen to my voice messages left on my NZ e-number? You may call your e-number to receive the calls. Dial the e-number at any time and while the existing message is playing, press "0". This will take you to an admin prompt mode. Now enter your default pin number. It will state you have x calls and give you the option to listen to them.

	Can my NZ e-number be diverted to another number?
	The e-number we give you can accept Fax, Voice Message and can allow Routing. For example, it will always listen for a fax, also if the route fails (no answer / busy) it will after x seconds take a voice message or try another number. Hence on your request we need to know the number to dial, the number of seconds to wait for an answer, if it fails any other number to dial etc. The email address to receive faxes. The email address to receive voice messages. To change the greeting message - you can call the e-number at any time and while the existing message is playing, press "0". This will take you to an admin prompt mode. Enter your default pin number. Here you can record the voice messages that are to be played to callers. The number of the prompts for the main messages are: 11#=voice-initiate 12#=voice-terminate 21#=route-initiate Day / Time routing and Date based routing are an option. For example: 9am to 5pm business days all calls go to your business office line, if no answer then call the second office line, and after hours 5pm to 8pm call your Cellphone, all other times leave a voicemail However during the 3rd week of May, call a different number as you are on holiday.

	Are additional set up fees charged if more than one inbound fax number is ordered?
	No, only one set up fee is incurred for the first order of an inbound fax number. For subsequent orders of inbound numbers, you will just be charged for the normal monthly rate plus any excess usage (if applicable).

	Can I switch my file type preference from TIFF to PDF for the inbound faxing service?
	Yes, we can switch the file type preference from TIFF to PDF or vice-versa for the inbound faxing service. Please send an email request to support@ozefax.com.au requesting the change. This change generally takes effect within thirty (30) minutes.

	Can I transfer my existing 0800 (NZ toll free) number to you?
	Kiwifax Limited offers 0800 NZ toll free numbers. If you already have an 0800 number or you wish to get your own 0800 number, we can arrange to transfer that number to our service (preferred) as long as the number is not part of a DDI block or a re-addressed number. You would need to confirm this with the company from whom you intend to buy the 0800 number from. In addition, your existing 0800 number can also be used in one of two ways: The use of "CustomLink" from Telecom will disconnect the number from your building and link it to the e-Number that we will provide. You still have the 0800 number, but will pay Telecom $20 for the line instead of your normal line rental charge. Use Call Divert Immediate or Call Divert Busy services provided from Telecom. Call Divert costs an additional $3.95 per month from Telecom, and will cause any phone calls to be received at your 0800 number to be diverted to the e-Number that we provide. There would not be any diverted call costs as we would provide you with our own NZ Toll Free number (our range of 05282 numbers) to become the answering point for your 0800 number. Prices quoted are a guide only and should be checked with your local telecom provider.

	Is it possible to divert a NZ freecall number to a SKYPE (or VOIP) number?
	Generally, if the Skype or VOIP number can be dialled from the PSTN (Public Switch Telephone Network), then the diversion can be successful.

	What is the difference between a 1300 or 1800 Freecall number?
	The difference between a 1300 or 1800 Freecall number is explained as follows: When your clients call you using a 1800 number, you pay for the cost of the calls. Ozefax will charge you 22c per minute no matter where in Australia the caller is dialling from. Your client will not be charged by anyone else, this is a freecall for them. When your clients call you using a 1300 number, you pay for the cost of the calls outside the local area of your answering point. The most you would expect to pay for a local call is 22c for up to 10 minutes, thereafter it is 22c per minute.

	If I request a change made to the 1300 / 1800 freecall answering point, when will this take effect?
	Changes made to the 1300 / 1800 freecall service generally take effect within two hours. Please send your request to support@ozefax.com.au and we will action your request.

	What is the IVR service?
	The IVR (Integrated Voice Response) product is a service which allows your clients to dial a number which we allocate to you, then select options, such as, if you wish to speak to sales, press 1, support, press 2, accounts, press 3. This service gives you the flexibility to record your own greeting/s and choose what number you would like your calls directed/diverted to.

	How do I change the number of rings on my IVR Service?
	In order to change the number of rings on your IVR service, please send an email to support@ozefax.com.au informing us of the change to your service along with your registered email address and account number. This will allow us to action this request for you.

	Sending faxes to Freecall 1300/1800 numbers
	If you are currently registered with us for sending faxes and find that you are unable to send a fax to a 1300 or 1800 number, it is likely that you have not been activated to send faxes to freecall numbers. Simply send an email to support@ozefax.com.au informing us of your registered email address and request that this option be activated. There is no additional charge for this service - only usage. The process can be completed within 30 minutes. Once we have registered this option for you, you would need to address your email as follows: Type in the To: field, using the following format: 1300xxxxxx@dingofax.com or 1800xxxxxx@dingofax.com and attach the document/s you wish to fax. Please ensure the e-mail is in plain text format prior to sending. Press "Send".

	Is the FaxLauncher software compatible with Windows Vista or Windows 7?
	Yes, the FaxLauncher software is compatible with Windows Vista and Windows 7. Below is the link to download the latest version. ftp://ftp.easylink.com/PC2FaxV3.1/FLP31.exe

	How do I locate the IP address on my computer?
	You may find out or locate your current IP address by running the Windows IP Configuration utility: On Windows XP / Me (2000) / NT / Mac Click the "Start" menu button on the Windows taskbar. Click "Run" Type "cmd" in the Open box, then click on "OK". A command box launches. Type "ipconfig/all", then press Enter. The IP address will display beside the IP address field. For a Mac, look for the Physical Address - this is the IP address.

	Can I send colour faxes through your service?
	In answer to this question, it is possible to send colour faxes through our service, however, the fax received by the recipient may appear very faded or light. To achieve the best result, send the fax in black and white or grayscale. The end result will be an easy to read fax. Received faxes can look very different to the document you send! Very small text can be fuzzy, so try to keep font size larger than 9 pt, but not too large. Fancier fonts can look really bad, so try to use the sans serif fonts and stay away from script styles. Images, line-art or text at an angle often look distorted. Images that have been rescaled from their original size tend to get fuzzy. If you need to change image size or aspect ratio, try changing it in a graphic program before putting it onto the document.

	Can I send a fax which is heavy in graphics and/or text?
	Yes, a fax that is heavy in graphics and/or text can be sent, however, the length of time it takes to transmit the document, will greatly increase. Ozefax offers several Outbound fax services that can accommodate a set pricing by the page, or a charge determined by the transmission time. Be sure to ask our Sales team which service will best serve your requirements and reduce your costs.

	Can I register more than one e-mail address for the outbound faxing service?
	Yes, it is possible to register more than one e-mail address for the outbound faxing service; in fact, an entire domain name (e.g. @ozefax.com.au) can be registered (with unlimited users). No additional monthly fee is charged - only usage.

	Can faxes be sent to international destinations, if so, what are the rates?
	Yes, provided the correct international country codes, area codes and numbers are used. i.e., 61289151505. For information regarding our rates to international destinations, please click on the following link: http://www.ozefax.net.au/page_rates.php

	Is there the facility to reply from a mobile telephone using the E-mail to SMS service?
	When I send an Email to SMS message, can the recipient reply back to my email address? Yes, provided that within the e-mail message you are sending (which generates the SMS), the subject field is blank. Please note, a charge of five (5) cents (+GST) applies for replies from mobile telephones back to e-mail

Faxing Service, Email To Fax, Inbound Faxes, Fax Number, Fax To Email Fax Software

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