OpenText RightFax Connect

Transcription

1 OpenText RightFax Connect Frequently Asked Questions Overview This document answers frequently asked questions regarding OpenText RightFax Connect

2 Product What is RightFax Connect? RightFax Connect is a cloud-based communication tool which is used to send and receive faxes from your RightFax server, without traditional telephone lines. By extending delivery to and from the cloud, RightFax Connect provides flexibility and agility to any RightFax fax server. RightFax Connect is a highly flexible fax telephony service that leverages services from our OpenText EasyLink group, the world leading enterprise fax service for use with RightFax, the world s leading enterprise on-premises fax server. The pairing of a fax server with a fax service is known as a hybrid fax solution. What is a hybrid fax solution? In hybrid deployments, some portion of the software resides at the customer s site (on-premises) and some portion is provided as a service (in the cloud). Where the division occurs can vary from vendor to vendor. The key strength of hybrid solutions is that the vendor delivers the service portion of managing the connection to the telephone network often the most complex and confusing part of deploying fax solutions. This removes a large responsibility out of the hands of the on-premises IT staff. Because some of the software is residing on-premises, integration with MFPs and other software applications remains an option. What is the hybrid deployment model offered by RightFax? The RightFax hybrid deployment model combines any RightFax fax solution (on-premises software) with RightFax Connect (cloud telephony service for the fax server). RightFax Connect allows RightFax customers to get the best of both worlds an on-premises fax server solution with best-of-breed cloudbased delivery. This is the perfect option for those organizations that need the enterprise-class capabilities of RightFax and want to remove the complexity of integrating a telephony network with their fax server software. Can the customer use RightFax Connect with earlier versions of RightFax server? RightFax Connect is only available with RightFax servers with version 10.5 Feature Pack 1 Service Release 3 and later versions. What RightFax servers can be combined with RightFax Connect? The entire family of RightFax servers (10.5 Feature Pack 1 Service Release 3 and later versions) can be used in a hybrid deployment model with RightFax Connect: Branch Office Server, Business Server, Enterprise Server, Enterprise Suite and Enterprise Integration. I N F O R M A T I O N E X C H A N G E 2

3 How does RightFax Connect work? This hybrid solution, combining RightFax fax server with RightFax Connect, is software only. It has no FoIP or traditional telephony of its own. It does not require any phone lines or fax channels as a fax machine or traditional fax server deployment would because faxes are transmitted via a secure and encrypted connection to RightFax Connect. Receiving a Fax: When receiving a fax, RightFax Connect securely delivers the fax to the on-premises RightFax server behind the customer s firewall, keeping all fax content safe and secure. The on-premises RightFax server then delivers the fax to the intended recipient, either to their , fax management client or other network location. Sending a Fax: When sending a fax, the fax server submits the send request and transmits the fax via RightFax Connect. The outgoing fax is transmitted to the recipient via a secure connection. Once the fax has been transmitted, confirmation and tracking information is sent back to the RightFax server for auditing and tracking purposes. I N F O R M A T I O N E X C H A N G E 3

4 What security measures are in place with RightFax Connect? OpenText maintains multiple layers of hardware and logical access controls in the cloud to protect the security, confidentiality and integrity of customer data. OpenText provides secure, end-to-end encryption of the fax transmission to and from the RightFax server, RightFax Connect, and the intended recipient. Please reference the RightFax Connect Security and Business Continuity Overview document for more information. How secure and private is the customer s data? The hybrid option protects data and provides the customer with full control over where the data resides, even when the telephony portion is in the cloud. The customer retains full ownership of all their content they own their fax content, the fax images, and the fax metadata. The data lives on the customer s server in the location of their choice and is protected by whatever privacy laws exist in that jurisdiction. What are the benefits of combining RightFax server with RightFax Connect? All types and sizes of organizations will benefit from a deployment using RightFax Connect with a RightFax server. When resources are scarce, RightFax Connect saves time and frees up other valued resources by providing benefits unique to this deployment method. Remove the cost and complexity of installing, managing and maintaining a telephony connection with your RightFax server. Eliminate costly telephone lines, fax boards, and gateways by sending and receiving faxes via the cloud. Divert precious resources to other important projects. Send and receive large volumes of faxes without capacity constraints. RightFax Connect instantly responds to your fax volume needs and scales easily to handle bursts of fax traffic either incoming or outgoing. Provides business continuity and eliminates the need for redundant on-premises telephony connections. Business continuity, disaster recovery and redundancy are built into RightFax Connect to provide the best telephone connectivity for your RightFax fax server. Maintain affordable, predictable costs based on usage with no per-user fees. Get greater visibility to the operating expenses of fax traffic. Get the power of RightFax with the convenience of the cloud. It s everything you expect from your RightFax server - full use of the features and functionality and all of the deep integrations provided by RightFax plus the ease and flexibility of the cloud. Integrate RightFax with and back office applications for the most powerful faxing tool available. And rest assured that all fax traffic history is tracked for auditing purposes. o Connect RightFax Connect to any of the RightFax server options: Branch Office Server, Business Server, Enterprise, Enterprise Suite or Enterprise Integration I N F O R M A T I O N E X C H A N G E 4

5 How is the connection made between RightFax Connect and RightFax? The connection between RightFax Connect and RightFax is an SSL connection made over HTTPS. Is there a way to set up RightFax Connect without HTTPS? Yes. Although our default connection is via HTTPS, it is possible to set up a connection using MPLS or VPN as a custom solution. Please contact your sales representative for a quote. How Proven is the RightFax Connect technology? RightFax Connect directly leverages OpenText s cloud fax infrastructure that is also used by our OpenText EasyLink group. This infrastructure has a proven record of delivering millions of fax pages per day with an extremely high level of reliability and availability. Does RightFax Connect work with Shared Services and how? RightFax Connect services can be configured on every DocTransport and remote DocTransport in your environment. Each DocTransport will use the same RightFax Connect login. Where is the RightFax Connect connector installed? RightFax Connect is installed on any server when you install the RightFax DocTransport service. RightFax Connect can then be enabled by going into the DocTransport Configuration Control Panel. This transport will use HTTPS to pass calls to RightFax Connect. Can the customer use RightFax Connect for voice telephony services? No, RightFax Connect is only used to transmit faxes via the cloud from a RightFax server. Can the customer still use RightFax Internet Connector to transmit faxes if they have RightFax Connect? Yes, RightFax Connect is fully compatible with the RightFax Internet Connector. If the customer is using both RightFax Connect and the RightFax Internet Connector, those faxes that cannot be sent using the RightFax Internet Connector will be sent using RightFax Connect. Will faxes sent via RightFax Internet Connector count toward RightFax Connect usage? No, they will not. RightFax Connect usage is based only on those faxes sent through RightFax Connect. I N F O R M A T I O N E X C H A N G E 5

6 Is there a maximum number of faxes that can be sent simultaneously? The largest limitation on the maximum number of faxes that can be sent simultaneously is the upload speed of your internet connection. For your reference, fax files are approximately 35kb/page in size. Can the customer block spam faxes with RightFax Connect? Yes, all of the capabilities of RightFax to manage unwanted faxes are available when using RightFax Connect. In the event that a fax fails to send, how many times does it retry? Does the customer get charged for a fax call that tried, but failed to send? Busy - 5 Attempts Errors 4 Attempts Initial Try Initial Try 5 minutes - Retry 10 minutes - Retry 10 minutes - Retry 10 minutes - Retry 15 minutes - Retry 10 minutes - Retry 15 minutes - Retry Fax attempts that result in the call being answered, even if no actual fax transmission occurs, will be charged for 1 fax page. Failed attempts with no answer will not incur a charge. What other telephony connection hardware will the customer need when using RightFax Connect? None. RightFax Connect eliminates the cost and need to manage telephony connections, fax boards, channels or any other connection method for the fax server. Fax to and from the cloud without traditional telephone lines for the fax server. Can the customer send faxes to a fax machine with RightFax Connect? Yes. RightFax Connect will transmit a fax to any fax-receiving device. How will sending and receiving faxes change for users? Users will not see a difference when using RightFax Connect to send and receive faxes through a RightFax server. Send and receive faxes as you normally would, but with the added convenience of communicating through the cloud. Using RightFax Connect will be transparent to the sender and receiver. I N F O R M A T I O N E X C H A N G E 6

7 A company sends a lot of faxes internally within the company. Will these faxes sent internally use RightFax Connect and count toward their fax count? RightFax Connect functions much like a customer s current connection to their local telephone service provider. If the customer has configured their RightFax server to use Dialing Rules to route fax traffic from one RightFax server to another over the customer s own network, then these faxes will bypass RightFax Connect and the customer will not be charged for them. How does the customer receive delivery notifications for RightFax Connect? Delivery notification will occur through RightFax, identically to how they are delivered when faxes are delivered via channels. Can a customer combine on-site channels with RightFax Connect? Yes, a customer can choose to have on-site channels and have a RightFax Connect contract. Dialing rules for outbound faxing can be setup to either: Use RightFax Connect as the primary sending method with on-site channels as an alternative in specific instances Use on-site channels as primary sending method with on-site channels as an alternative in specific instances (RightFax Connect contract minimums will apply) For receiving inbound faxes, you can have a combination of on-site channels tied to on-site phone numbers and phone numbers that are received by RightFax Connect. Handle capacity peaks by utilizing RightFax Connect for your overflow fax volumes Can OpenText set the name and number that the customer sees as the sending number? Yes. This is configurable at the account level when the order is entered. This can be requested on the order form. When a customer dials an 800 number to deliver a fax (outbound) are they still charged for that transmission and if so at what rate? When a RightFax Connect customer dials an 800 number to send a fax, the customer will be charged at the local outbound rate. I N F O R M A T I O N E X C H A N G E 7

8 If a customer is faxing thousands of pages per month, will RightFax Connect have the capacity to handle the workload? OpenText Easylink has over 25,000 customers, some of which are faxing over a million pages per month. Even with that volume, OpenText continuously monitors our data centers to ensure they are running at 65% capacity, with the remainder in place to cover any potential spikes in traffic. Ordering What does the customer need to implement RightFax with RightFax Connect? RightFax 10.5 with Feature Pack 1, Service Release 3 o No prior versions of RightFax are supported A RightFax Connect Service Plan A Current OpenText Support Plan An HTTPS capable internet connection from the RightFax server to the Internet A customer has decided that they want a RightFax server with RightFax Connect. What is the ordering process? Customers will be required to fill I the appropriate Order Form (Based on region and tier), fill out an LOA form for any inbound fax numbers that the customer wishes to port on RightFax Connect. Customers will also be required to sign the RightFax Connect terms of service as part of the ordering process. The terms of service will require a counter signature from OpenText. What is the length of time from order entry to faxing that can be expected? Typically it will take 4-5 business days to fully process and provision a customer s order. If customers require phone numbers to be transferred onto RightFax connect for inbound faxing, OpenText will work with the customer s phone carrier to affect the transfer. A typical length of time for transferring or porting existing phone numbers is days, which is controlled by the phone carrier. What are the SKUs available for RightFax Connect? Please see the current OpenText Price Books for part numbers associated with RightFax Connect. I N F O R M A T I O N E X C H A N G E 8

9 Will I have to add any modules or other components to my existing RightFax server for RightFax Connect to work? No, you are not required to install any new components for RightFax Connect to work. However, RightFax Connect is only available with RightFax servers with version 10.5 Feature Pack 1 Service Release 3 and later. What is the contract length? Please see the RightFax Connect Pricing Guide for available contract lengths. Can the customer upgrade their pricing terms if they learn that they are faxing more than anticipated? How often/how many times? Customers can only update their contract terms at the expiration of their contract. Is there an actual contract to sign? Customers must sign the RightFax Connect Terms of Service and the appropriate RightFax Connect Order form as part of the ordering process. The terms of service require a counter signature from OpenText. What if the customer needs to terminate the contract? What are the penalties if they have to cancel early? Assuming that the reason for contract termination is not due to OpenText s breach of the contract, customers are expected to fulfill their annual committed amounts for their contract. What is the process for customers who are upgrading their RightFax system to 10.5 Feature Pack 1 Service Release 3 or higher and adding RightFax Connect? Once RightFax Connect has been ordered and the customer has received their authentication credentials, they can enter those authentication credentials at any time after installing RightFax 10.5 Feature Pack 1 Service Release 3 or higher. Is the pricing different based on which server the customer owns? No, pricing is based on the amount of usage the customer commits to and the destination or origination point of the faxes. I N F O R M A T I O N E X C H A N G E 9

10 What happens at the end of a contract? Does the customer have to renew the contract? At the end of the contract the customer has the option of renewing their RightFax Connect contract or reverting back to the telephony they had in place prior to switching to RightFax Connect. Support Is there a web-based portal for RightFax Connect customers to use to manage their account? Yes, the RightFax Connect Portal is a self-service portal that customers can use to manage their RightFax Connect account at Within the portal, customers will have the following options: Set CSID Change Account Password Run Reports Add/Delete Telephone Numbers Who does the customer call for issues/questions with RightFax Connect? The standard OpenText Support procedures and processes that are available for RightFax are also available for RightFax Connect. OpenText will triage incidents based on the nature of the problem or request and route the incident to the appropriate resource within OpenText to resolve the issue or answer the inquiry. Customers will continue to call into the standard OpenText customer support numbers and other OpenText tools such as the OpenText Customer Self Service Portal and OpenText Knowledge center are available as well. Can a customer de-commission existing RightFax channels and stop paying support for those channels? Yes, once they sign up for RightFax Connect, customers can remove existing channels from support at the end of their current support plan. I N F O R M A T I O N E X C H A N G E 10

11 Can a customer add those de-commissioned RightFax channels back into their support contract at a later date? Yes, customers transitioning from RightFax Connect back to traditional channels can resume using channels which had been previously removed from their support contract. Support fees will begin when the customer re-commissions the RightFax channels. Is there a support contract with RightFax Connect? There is no separate support contract for RightFax Connect. Support for RightFax Connect is covered under the OpenText Protect Support (formerly Standard Support) contract. OpenText support is charged only on the licensed software part of the customer s on-premises RightFax server system. Support contract minimums will apply to the RightFax licensed software. Will the customer continue to have access to service releases and new feature releases? Yes, as long as the customer keeps their OpenText Protect Support (formerly Standard Support) plan current, they will continue to have access to all RightFax releases. How can the RightFax Connect software be downloaded or obtained? The software is included in release RightFax 10.5 Feature Pack 1 Service Release 3 and later. Number Porting A customer has fax numbers to port to RightFax Connect. How do they do that? Please see the RightFax Connect Telephony Guide for the processes associated with porting existing numbers to RightFax Connect. How long does it take to port an existing fax number to RightFax Connect? OpenText is dependent on the customer s phone carrier to release the number once the request is made. Typical times to port numbers are days. I N F O R M A T I O N E X C H A N G E 11

12 What does a customer do if their numbers cannot port to RightFax Connect? For numbers that cannot be ported, normally due to governmental regulations on number portability, the customer can call-forward those numbers to OpenText. Customers will be responsible for any charges associated with call forwarding. Alternatively, customers can provision new numbers when porting existing numbers is not an option. How does a customer know if their numbers can/cannot port to RightFax Connect? Please see the RightFax Connect Telephony Guide for a list of countries where it is possible to port existing numbers to RightFax Connect. A customer can also contact Customer Support to verify specific number portability. How many fax numbers can a customer port to RightFax Connect? There is no limit to the number of phone numbers that can be ported to RightFax Connect. Can I have many fax numbers spread multiple across countries/cities? You can port existing numbers or obtain new ones from OpenText that span multiple cities and countries. Can a customer get more fax numbers with RightFax Connect? If a customer needs new or additional fax numbers, RightFax Connect has a bank of numbers available through our self-service portal. Customers can pick numbers based on the country, region or city they wish to provide inbound fax service. How long does it take to get a new fax number with RightFax Connect? New numbers from OpenText s pool of numbers are available through the self service portal and are normally accessible by the customer within 1 to 2 business days. Can a customer request the area code and the first 3-digit exchange with RightFax Connect? Yes, customers can request the area code and first 3-digit exchange of their new fax number(s). Is there a minimum number of fax numbers a customer needs with RightFax Connect? If the customer is only doing outbound faxing, no fax numbers are required. Fax numbers are required only for receiving inbound faxes. I N F O R M A T I O N E X C H A N G E 12

13 Is there a maximum number of fax numbers a customer can have with RightFax Connect? No, there is no maximum number of fax numbers the customer can have with RightFax Connect. Please see the OpenText RightFax Connect Pricing Guide for details on inbound number fees. Do the customers have to have the fax software installed and running prior to provisioning? No, all RightFax Connect ordering and provisioning can be done prior to installing a RightFax System. During installation or at any time afterwards, the customer can enter their RightFax Connect authentication information. How do we manage timing on the customer side so that OpenText doesn t port numbers before the software is ready? OpenText has many years of experience in managing telephone number porting and works with customers during this stage to ensure a planned cutover. I N F O R M A T I O N E X C H A N G E 13