Long Delay in Fax Delivery

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  • Problem
  • Updated 3 years ago
  • Solved
There is often a long delay (1-2 hours) after we submit a Fax API request, before RingCentral first attempts to deliver the fax. During this time, our outgoing fax messages just sit in the outbox of the extension that we're sending as. Anecdotally, this seems to happen more in the afternoon (Eastern USA time). I called the main RC support line, they told me that they cannot help and I need to contact developer support (which I did and waiting for a response).

I suspect this is not strictly an API issue, but I'm wondering if any other API users have experienced this. It's pretty important as our clients are not receiving time-sensitive messages in a timely manner. I wonder if RC is somehow de-prioritizing delivery of our messages, as we do send thousands of faxes per month using the API. This said, we are careful to not exceed the API rate limits.

Has anyone else had similar problems?
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Posted 3 years ago

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Benjamin Dean, Alum

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Usually it takes us less than 2 minutes to send fax from the moment when it was applied. 

However the delay between moment when fax was created in DB and was sent  is depend on many parameters (number of recipients, size of attached files, etc).
Over the last few days we have had some network issues in production which are being investigated and resolved.

These issues in production could be affecting fax sending as well.

Are you continuing to see those same delays?
Benjamin, thanks for your response. Right now the messages in our outbox are only delayed 5-10 minutes, not bad considering that fax is not a real-time means of communication!

Most recently, we were seeing a 15-20 minute delay last Wednesday (3/16) and a 90+ minute delay the previous day (3/15).

Hopefully your network issues in production are behind us.