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Answers to Frequently Asked Questions

Incoming Messages

Getting Started

  1. What is Unified Messaging?
  2. What can Unified Messaging do for me?
  3. Are there any additional fees for incoming messages?
  4. How do I sign-up?
  5. What equipment do I need?
  6. Do I still need a stand-alone fax machine?
  7. Do I have to download software?
  8. Why did I get a Seattle (206 area code) number when I signed up?
  9. How do I make changes to my account?
  10. How do I check my messages?
  11. Can I have my home, office phone and fax machine automatically answered by this assigned number?
  12. Does my PC need to be "on" to receive messages by email?
  13. How do I personalize my outgoing message?

Technical Issues

  1. Why aren’t my messages showing up on the web site?
  2. How long does it take to receive a fax?
  3. How many messages can I have? How long can I keep the old ones?
  4. What is the maximum message length?
  5. How can this Unified Messaging be FREE?
  6. Where is Unified Messaging Available?
  7. What about long distance calls?
  8. I'm having difficulty opening or viewing the .TIF fax files. What should I do?
  9. Can I have a toll free number for my Unified Messaging Service?
  10. How do I utilize the Unified Messaging service from outside the USA?
  11. I am getting my faxes as voicemails. What causes this?
  12. Why can't I open the attachments sent to me?
  13. Why do I get voicemails or faxes for other people?
  14. Why do I get blank voicemails?
  15. Can I increase the sound quality of my voice messages?
  16. What if I have questions after signing up?

Privacy

  1. Is there an activity log to track faxes and messages received?
  2. Is my voice/fax mail account private?

<a href="http://www.kall8.com" target="_blank"><IMG SRC="http://www.k7.net/flash/k8logo.jpg" WIDTH=213 HEIGHT=85 BORDER=0></a><br><a href="http://www.kall8.com" target="_blank">Learn More About Kall8</a>
Kall8.com

Getting Started

Q:

What is Unified Messaging?

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Unified Messaging gives you an independent voicemail box that is not attached to any of your actual phone numbers! (This is also a fax mailbox.) With our Unified Messaging, no one can hear your messages or see your faxes but you, since your messages are not tied to any phone.
Q:

What can Unified Messaging do for me?

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With this service, you can receive faxes and voice messages without having to be at the office. You can receive both faxes and voice messages the same way you receive your email. Your voice messages and fax messages will be sent as email attachments and can be viewed with the click of a mouse. If you can't access your email remotely, you can receive both faxes and voice messages via the Faxaway web site. This will also work with free email services such as "Hotmail".
Q:

Are there any additional fees for incoming messages?

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No. Faxaway does not charge any additional fees for this service, unlike the local Phone Company. You will be charged, however, for your Faxaway account, and the $1.00 Monthly Service Fee, for maintaining your account, regardless of use.
Q:

How do I sign up?

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You will automatically be issued your own 206 Area Code number, upon registration with Faxaway. Your private, assigned number, will appear in the Confirmation notice once you have completed the sign-up process online. If a physical Application is submitted, the number will be included in your email notification. We recommend that you print out the page for future reference.
Q:

What equipment do I need?

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You need a web enabled computer (which is likely if you are reading this) and to hear voicemail you also need a sound card, speakers and software such as Real Player or WINAMP.
Q:

Do I still need a stand-alone fax machine?

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Your PC becomes your gateway to receive faxes. Your faxes can be easily received, viewed and printed. There is no need for a second line to receive fax messages. If you use the same line for your computer modem, your fax and phone, with Unified Messaging (and "Call Forward Busy") you will never miss a call or fax.
Q:

Do I have to download software?

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You normally do not need additional software if you have the Windows operating system. Mac and Unix users must download software. Please use Windows Image Viewer or Kodak Imaging (available with most MS Windows programs, if your system is using Windows 95, 98 or 2000).

If you do not have one of those .tif viewer programs, download an alternate (free) one at:

IRFAN: http://www.download.com/IrfanView/3000-2192-10311994.html?tag=1st-0-1 (Works with all Windows Operating Systems)

www.tucows.com or http://www.phoenix.gov/tiffview.html

If your system is Windows XP, you can download free software at:

http://www.tucows.com/preview/195015.html (Coffee Cup)

http://www.dimin.net

To update your IE Browser:

http://www.mieweb.com/alternatiff/ to use with your Windows IE Browser or, you can also download a shareware or freeware graphic viewer (if you do not have the other viewers mentioned) at www.tucows.com or http://www.phoenix.gov/tiffview.html

If your system is operating on a MAC platform, you should be able to properly use QuickTime for Mac.

OSX version: http://www.apple.com/downloads/macosx/7786&vid=48406

Q:

Why did I get a Seattle (206 area code) number when I signed up?

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We maintain a "Switch" only within Seattle, so we are able to lease numbers, and provide terminal service within this area code only. All numbers are assigned randomly from an available number list in area code 206. Calls made to your number are long distance for people outside the Seattle area. These calls will incur normal long distance charges from the long distance carrier used by the sender. There are no surcharges or special charges for calls made to your assigned number.
Q:

How do I make changes to My Account?

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To access your incoming number options, simply login to your Faxaway account, using your account's Master email address and password. Once the account information is displayed, scroll down to where your Incoming Message Number is displayed. Below that is the access link: View Messages and Options

Click on that link, and your additional login will appear. Enter your password (the default is 5555) in the field, and this will bring up your messages and number options.

Click on Modify Settings, to change the options for your number.

From your account, you can view your faxes, listen to voicemail, change your password, choose your method of delivery (whether it's via email, the web, or both) and, select from the two types of .WAV files (that change the size and quality of the voice messages you receive). The GSM .WAV files are the default file formats you will receive upon sign up and are the smaller, lower quality voice messages than the PCM .WAV file (larger and higher quality sound file) that you may also choose upon sign up.

To change the PASSWORD for your number access, simply overwrite the password field, with a new 4-digit number. The number CANNOT begin with a 0.

Q:

How do I check my messages?

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You can check for messages two different ways!

On the web: Your messages can be checked on the Web. Log into your own Faxaway account. Your messages are stored here and no one else has access. It's also a great way to get messages when you're traveling, since you save on all those long-distance calls.

In your email: Another way to get your faxes and voicemail is to have it sent to your email account. Voice messages are in ".WAV" format and faxes in ".TIF" so no special software is needed to hear or view them. Each message includes the date and time of the call. In the subject line of your email is the phone number of the caller (provided their ID is not turned off). You will hear the exact message that was left - in the voice of the person who called.

Q:

Can I have my home, office phone and fax machine automatically answered by this number?

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Yes, you can have all your phone calls and faxes answered by your assigned number. To do this just call your local phone company and order "Call Forward Busy" and "Call Forward No-answer". "Call Forward Busy" will forward calls directly to your assigned number when your line is busy, and "Call Forward No Answer" will forward a call after a specified number of rings. Another alternative available from your local phone company is "Call Forward Variable". When you know you aren't available, this feature allows you to forward all your calls to your assigned number on the first ring.
Q:

Does my PC need to be "on" to receive faxes by email?

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Unlike fax modems, which require your PC to be "on", our Fax and Voice messages are received at your ISP and are downloaded when you receive your email.
Q:

How do I personalize my outgoing message?

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Personalize your greeting by calling your assigned number and pressing "*" when the default greeting begins. You will be prompted for your security code and then presented with menu options to change your personal greeting or your security code: Press "1" to change your greeting and press "2" to change your security code.

Technical Issues

Q:

Why aren't my email messages showing up on the web site?

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There are three ways to have your account set up to be able to receive your messages:
  1. Receive messages via your email and store them on the Faxaway web site.
  2. Receive messages only on the Faxaway web site.
  3. Receive messages only at your email address.
To view messages on the web site, make sure you are set up for either option one or two seen above. You can check your settings by logging onto your View Messages and Options and choosing the "Modify Account Settings" link on the top, left-hand side of the page.
Q:

How long does it take to receive a fax?

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Once our server receives a fax or voice message, it is immediately queued on our outgoing mail server and sent to your email address and/or saved on your account for access via a web page, depending on how your account options are set up. Because of traffic, there can be a delay in the time that the email is sent out, from 3-20 minutes, but the online messages are posted immediately.
Q:

How many messages can I have? How long can I keep the old ones?

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Your online account can hold up to 20 messages at one time. (This includes both voice and fax.) That's the total of both new messages and any old messages you have saved. All messages can be deleted after 7 days, unless the SAVE option for a message is used. This is one of the advantages of receiving your messages by email. The only limits are those set by your email provider. Once the 20 message limit is reached, the oldest messages will be deleted from the web site, to make room for the most recent message.
Q:

What is the maximum message length?

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Your callers may leave a message up to five full minutes in length. There is a 1Mb limit on the size of a fax message received; it can be multiple pages, generally limited to 30-40 pages.
Q:

How can Unified Messaging be FREE?

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The service is a VALUE-ADDED program for our users. There is no additional charge for using, no per-page charges, no monthly subscription fees, no catches or gimmicks.
Q:

Where is this Unified Messaging available?

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By using the web or email options, messages can be checked from practically anywhere. Callers leave you a message by calling your assigned Seattle phone number. Our parent company, ITL offers 800 service from the U.S., Canada and parts of the Caribbean. For more information go to http://www.kall8.com
Q:

What about long distance calls?

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With the competitive telecommunications market, most long distance carriers charge the same for calling anywhere in the U.S. Competitive long distance rates of three to ten cents per minute means a typical fax will cost around seven cents to send anywhere in the U.S. Rates are based on the senders long distance carrier. Alternatively, you can get a Kall8, Toll Free 800 number pointed at your number. Go to www.kall8.com for complete details.
Q:

I'm having difficulty opening or viewing the .TIF fax files. What should I do?

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If you are having difficulty opening your .TIF fax files, right click them and select save to disk on the pop up menu. After you have the .TIF file saved to disk try opening it with your image viewer. If you need an image viewer for Windows PC’s 95/98/NT try Tucks for several different .TIF viewers or, view the information contained in the 1st section of the FAQ.
Q:

Can I have a toll free number for my Unified Messaging Service?

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Yes, you can. Visit Kall8 for details on getting your own toll free 800 number service. However, we cannot provide toll free numbers as part of your Faxaway account.
Q:

How do I utilize the messaging service from outside the USA?

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Our service center is located in Seattle, Washington. All numbers are assigned in this area. When calling from outside the U.S., the caller would dial the same way as if making a normal call to the United States. In most cases, international callers would dial the international access code followed by the U.S. country code (1) and then your assigned number. For the exact method of dialing, it is recommended that you contact your local telephone company. Since the number is a U.S. designated number, the caller will incur normal international long distance charges.
Q:

I am getting my faxes as voicemails. What causes this?

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Faxes should be sent during the initial greeting. If the sender waits until after the beep our system will think they are sending a voicemail. You will have to educate the people sending faxes to you. We suggest changing your greeting to something like this, "You have reached the Unified Message box of John Doe. If you wish to send a fax, please send it now. To leave a message, please speak at the beep." Some fax machines are not able to transmit, if a "voice" or message is heard. You will need to change your numbers RECEIVE options to FAX ONLY, to eliminate the greeting, and allow the number to ONLY be answered with a Fax Tone, to eliminate this error.
Q:

Why can't I open the attachments sent to me?

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For Mac users download Stuffit Expander for Macintosh Version: 4.5. Note: If you have downloaded and installed software onto your Macintosh before, you may already have Stuffit Expander. Please read the information on the manufacturer’s web site (Aladdin Systems, Inc.) carefully before downloading and installing. For Windows PC’s 95/98/NT try Tucks for several different .TIF viewers or, view the information contained in the 1st section of the FAQ.
Q:

Why do I get voicemails or faxes for other people?

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As with all phone numbers, people do misdial. We recommend you customize your greeting with your name to ensure callers know WHO they have reached.
Q:

Why do I get blank voicemails?

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If your caller waits until after the beep to hang up but does not speak, an empty message will be generated. Make the greeting longer so callers will have plenty of time to hang up before they get to the beep.
Q:

Can I increase the sound quality of my voice messages?

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Yes. When you login to your secure account online, you can choose between the GSM and PCM .WAV file formats, changing the sound quality and file size of your voice messages. The GSM .WAV file is the default, lower quality, and creates a smaller file size voice message. You also have the choice of the PCM .WAV file, which is the higher quality, larger file size, voice message .WAV file. You can choose the format you wish to receive upon signing up as well as changing your preference in the Modify Settings section.
Q:

What if I have questions after signing up?

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Please contact us via email at: support@faxaway.com or, by telephone at: 1-206-479-7000 (1-800-906-4329 in the U.S.)

Privacy

Q:

Is there an activity log to track faxes and messages received?

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Your online account (if the message storage option is retained) provides users with a copy of all messages in chronological order for monitoring fax and voice receptions. The information includes the Date, Time, File Size, and the Sender's caller ID (i.e. the Fax/Voice Telephone Number). If there is something wrong with your email service or if you lose or delete a message, you can go to your account online and view/hear the most recent 20 messages for up to 7 days. A similar tracking service for sent faxes is available to Faxaway subscribers.
Q:

Is my voice/fax mail private?

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Absolutely! Your voice/fax mail account is completely private. Only you know the security code that allows access to your messages.
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