Platform/Fax/Signature

We’d like a way to see faxes queued for delivery to a fax ATA, plus better real-time visibility into ATA status and fax activity in the Documo portal. Right now, when a customer reports a missing or delayed fax, we can’t easily tell whether it’s waiting in a queue, failed during delivery to the ATA, or never reached the device. Problem As a reseller supporting customers on Documo fax ATAs, troubleshooting is mostly guesswork. We can’t see: Which inbound faxes are waiting to be delivered to a specific ATA Whether the ATA is online and registered, and when it last checked in Why a delivery to the ATA failed or is being retried Outbound faxes sent from the fax machine that are stuck, pending, or retrying So simple “where’s my fax?” tickets take longer than they should, often need an escalation to Documo support, and leave customers waiting without answers. Requested Features ATA fax queue view A per-device list of queued inbound and outbound faxes Status for each fax: queued, delivering, retrying, failed, or completed Timestamps, page count, sender/recipient number, and retry count The ability to cancel, retry, or redirect a queued fax (for example, to email or another device) Device status dashboard Online/offline and registration status Last check-in or heartbeat time Firmware version, IP address, and assigned number(s) A history of status changes (when it went offline and came back) Transmission diagnostics Failure reasons for ATA deliveries (busy, no answer, line error, T.38/T.30 negotiation failure, and so on) Call-level detail such as negotiated speed, ECM, and where in the session the failure happened Per-device delivery logs we can search and export Alerts and notifications Email or webhook alerts when an ATA goes offline, a queue backs up past a threshold, or deliveries fail repeatedly Configurable per device or per account API and reseller access API endpoints for queue status and device health so we can watch them from our own tools Visibility across all sub-accounts from the reseller or parent account Business Impact Faster ticket resolution and fewer escalations to Documo support Problems caught before the customer notices Better customer confidence in fax-over-IP reliability, which matters most for healthcare, legal, and other fax-dependent clients

We have observed that the fax notifications are inconsistent depending on the status of the fax. I will attach examples. Interestingly enough the failure for "Faxing to my country not allowed" provides the best information in the notification and we would like to see ALL notifications be consistent and show this information (which includes the subject from the email).

The Usage By Account report is nice but you need to run 5 different reports to see the details for Inbound, Outbound, FMC Inbound, FMC Outbound and Forwarded. Can there be an option to download all 5 of those in one report? Currently, we would need to download all 5 individual reports and then combine them into one report that allows us to see the total usage for each customer, for each type, in one report.

Please advise if there is a way to export all event logs. If not, please submit this feature request. We have a customer requesting this for security audits.

Without them, we can't use our custom template as intended — we have to manually enter this info in the notes section every time, which adds unnecessary time to each fax. Adding these tokens would let us fully use the custom cover page feature and save significant time.

Add a report that shows activities when admins log in as a different user. We need to know who they impersonated, what they did, and when they did it.

I think many could make use of the ability to apply changes to multiple users/subaccount users at once. Being able to update certain user details (caller ID, fax notification settings, etc) of multiple users the same way we can delete and transfer multiple users via checklist would save a lot of time when making repetitive changes. Thanks for the consideration!

We need to include the MD's NPI and additional notes to the provider contacts. Some providers have the same name so being able to distinguish the provider both based on their NPI and directly through their place of work (which could be the same) would be helpful. As a note, Jane EHR doesn't give you the option to link a provider to a specific organization --- that must be done in Documo which not all users have access to.