Overview

Inbound routing in RightFax determines how incoming faxes are delivered to their final destinations after being received by the RightFax server. This guide covers routing mechanisms, configuration options, destination types, and best practices for all RightFax versions.

How Inbound Routing Works

When a fax arrives at the RightFax server (whether via traditional fax boards, fax-over-IP, or cloud services like etherFAX), RightFax examines the incoming telephone number and routes the fax based on the routing code configured in the recipient user's profile.

Routing Code Basics

The routing code is typically the last four digits of the incoming fax number. When a fax is received, RightFax matches these digits against user routing codes to determine the destination.

Example:

• Incoming fax number: 555-123-8846
• RightFax extracts: 8846
• Matches user with routing code: 8846
• Fax delivered per that user's routing settings

Critical Requirement: Unique Routing Codes

Each routing code must be unique across all RightFax users. Two users cannot share the same routing code, as this creates routing conflicts and unpredictable delivery.

Handling Routing Code Conflicts

If your organization acquires telephone numbers with duplicate last four digits, you can resolve this by increasing the routing code length:

• 4-digit routing (default): Last 4 digits of phone number
• 7-digit routing: Last 7 digits of phone number
• 10-digit routing: Full 10-digit phone number

This ensures uniqueness even when multiple numbers share the same final digits.

Routing Destinations

RightFax supports multiple routing destination types. The most common options include:

1. FaxUtil Inbox (Default)

Faxes remain in the user's FaxUtil mailbox for viewing through the RightFax client. This is the default behavior when no other routing is configured.

Use case: Users who prefer to review faxes in the dedicated RightFax client application.

2. Email (Most Common)

Faxes are automatically sent as email attachments to a specified address. This is the most widely-used routing method.

Supported formats:

• PDF (recommended): Universal compatibility, easy viewing
• TIFF G4: Compressed TIFF format, smaller file size
• Searchable PDF/Thumbnail (requires licensing)

Configuration: Enter the destination email address in the user profile's routing settings and select the desired format.

3. Network Directory

Faxes are saved to a network folder for automated processing by document management systems, workflow applications, or other integration platforms.

Use case: OnBase, SharePoint, or custom document processing systems.

4. Printer

Faxes print directly to a specified Windows printer for immediate hardcopy output.

Use case: Reception desks, mailrooms, or environments requiring physical fax delivery.

5. Additional Routing Options

Depending on licensing and environment, RightFax also supports:

• FTP delivery
• OCR processing (requires licensing)
• RightFax Interconnect (route to another RightFax server)
• SAP integration (for SAP environments)
• Legacy options: Lotus Notes, Microsoft Exchange (direct integration)

Group Distribution Best Practices

Recommended Method: Email Distribution Lists

To route faxes to multiple recipients, configure RightFax to send the fax to an email distribution list or group alias managed by your email system.

Workflow:

1. Request an email distribution list from your email team (e.g., accounting@company.com)
2. Add all recipients to that distribution list
3. Configure the RightFax user to route to that single email address
4. The email system handles distribution to all group members

Benefits:

• Efficient single-destination routing
• Easy recipient management (handled by email team)
• No performance impact on RightFax
• No data quality degradation

Method to Avoid: Sequential User-to-User Forwarding

Do not configure sequential forwarding where:

• User A receives fax and forwards to User B
• User B forwards to User C
• User C forwards to User D, etc.

Problems with sequential forwarding:

• Multiple fax conversions degrade image quality
• Performance bottlenecks within RightFax
• Complex troubleshooting when routing fails
• Potential data loss during conversions
• Difficult to track fax delivery

If multiple users need the same fax, always use email distribution lists instead of RightFax user forwarding.

Managing Fax Numbers and DIDs

Fax Numbers Table

RightFax includes a Fax Numbers table in the Admin Client for tracking all Direct Inward Dial (DID) or Direct Inward Number Identification Service (DINIS) numbers.

Access: RightFax Admin Client > Fax Numbers

Manual Entry

To add a DID to the table:

1. Open the Fax Numbers table
2. Press Insert to create a new entry
3. Enter the routing code portion of the number
   • For 4-digit routing: Enter last 4 digits only (e.g., 8650)
   • For 7-digit routing: Enter last 7 digits
4. Press OK
5. RightFax automatically associates it with the matching user

CSV Import

For bulk management, you can import fax numbers via CSV file:

CSV Format:

• One routing code per row
• No header row
• Format depends on routing code length (4, 7, or 10 digits)

Example CSV (4-digit routing):

8650
8752
8846
9901

Import process:

1. Prepare CSV file in the correct format
2. In RightFax Admin Client, select Import Fax Numbers
3. Select your CSV file
4. RightFax imports and associates numbers with users

Export and Reporting

The Fax Numbers table can be exported for:

• Audit reports
• Documentation
• DID inventory management
• Number assignment tracking

Important Notes

Fax Retention in FaxUtil

Regardless of routing configuration, a copy of every inbound fax is always stored in FaxUtil. This provides a safety net:

• If a user deletes an emailed fax, the original remains in FaxUtil
• Faxes are retained until fax aging policies remove them
• Provides audit trail and disaster recovery

Terminology: DID vs. DINIS

These terms are often used interchangeably in modern fax environments:

• DID (Direct Inward Dial): Legacy term from analog telephony
• DINIS (Direct Inward Number Identification Service): Term from PRI/digital telephony
• Modern usage: Both refer to the incoming telephone number for routing purposes

The key concept is the routing code, which is derived from the incoming number regardless of underlying telephony technology.

Configuration Workflow for New Inbound Routes

When setting up inbound routing for a new user or group:

1. Determine routing method:
   • Single user: Individual email or FaxUtil
   • Multiple recipients: Email distribution list
2. Obtain email address (if routing to email):
   • Individual: User's email address
   • Group: Request distribution list from email team
3. Create RightFax user account:
   • Open RightFax Admin Client
   • Create new user (or modify existing)
   • Note: Users do not need a routing code to send faxes, only to receive
4. Configure routing code:
   • Enter last 4 (or 7, or 10) digits of assigned DID
   • Verify uniqueness across all users
   • Update Fax Numbers table for tracking (optional)
5. Set routing destination:
   • Select destination type (Email, FaxUtil, Network Directory, Printer)
   • Configure format (PDF, TIFF, etc.) if applicable
   • Enter destination address/path
6. Save and test:
   • Save user profile
   • Send test fax to verify routing
   • Confirm receipt at destination

Troubleshooting Routing Issues

Fax Not Routing to Expected Destination

Check:

• Routing code is unique (no conflicts with other users)
• Routing code matches incoming number's last digits
• Destination address/path is correct
• Email address is valid (for email routing)
• Network path is accessible (for directory routing)
• Printer is online (for printer routing)

Multiple Users Receiving Same Fax

Cause: Duplicate routing codes

Resolution: Verify each user has a unique routing code

Group Distribution Not Working

Check:

• Email distribution list exists and is configured correctly
• RightFax user is routing to the distribution list address
• SMTP settings are functional
• Email server is accepting messages from RightFax

Need More Than 4-Digit Routing

Resolution: Increase routing code length to 7 or 10 digits to accommodate your numbering plan.

Summary

RightFax inbound routing provides flexible options for fax delivery based on incoming telephone numbers. The routing code system ensures accurate delivery, and the variety of destination types supports diverse business requirements. For group delivery, email distribution lists provide the most efficient and maintainable solution. Proper configuration and management of the Fax Numbers table ensures accurate tracking and easy troubleshooting of routing assignments.

Need Additional Support?

Ingenium Software provides expert technical support and consulting services for RightFax, FaxCore, and etherFAX enterprise fax solutions. Whether you need assistance with inbound routing configuration, system optimization, troubleshooting, or planning a migration or upgrade, our team of certified engineers is ready to help.

Contact us:

• Technical Support: support@ingeniumsw.com
• Sales Inquiries: support@ingeniumsw.com

Our support team can assist with routing configuration, performance optimization, integration projects, and comprehensive system health assessments. We also offer pre-sales engineering consultations to help you design the optimal fax infrastructure for your organization's requirements.