CloudFax - Frequently Asked Questions

This document shares a list of frequently asked questions regarding the CloudFax service.



Is emailing restricted and sensitive data prohibited?

  • There is no university wide policy prohibiting emailing, but individual departmental policies vary and should be followed.
  • This is not an email-to-email solution but rather an email-to-fax or fax-to-email solution.
  • The email component between UW–‍Madison and the cloud fax provider is secure.
  • The fax component between the CloudFax provider and external fax sender/receiver is the same as the currently accepted levels of security.

Is this solution HIPAA compliant?

Yes, Concord is HIPAA compliant and any other service being offered will be HIPAA compliant.

My concern is Protected Health Information (PHI). We specifically use a landline-based fax for security reasons. I believe we are discouraged from emailing this sort of thing in general, but especially to those with outside email accounts. Will there be a PHI-secure connection with the email-to-fax server?

  • The email component will only be with the cloud fax provider and will be secure.
  • This is not an email-to-email solution.

My concern is having to scan sensitive information into my inbox in order to send a fax. What makes the current setup ideal to transmit sensitive data is there is no digital record of the information. We currently do not have secure scanning capabilities?

Documents sent through CloudFax are not stored in the cloud.

Practice good email and desktop hygiene:

  • If you are scanning to a local desktop folder, ensure it is regularly purged of sensitive documents stored locally in electronic form.
  • If scanning to email, ensure the inbox, sent items, and deleted items folders are periodically purged to ensure sensitive documents are not stored in email folders.
  • The phone scanning app Office Lens allows for direct scanning to OneDrive or Outlook Email. The app deletes the scan after it is sent out, saving a step in the clean up process.

What equipment is supported by sending via TLS?

  • Any MFP purchased under the current state contract is capable of sending via TLS.
  • Many existing MFPs may NOT be configured to send via TLS. Please consult with your local IT staff or the DoIT Help Desk to verify the requirements and configuration of TLS on your MFP or scanner.
  • Most personal or home use scanners are not capable of TLS encryption.
    • You can use the Office Lens App for scanning work documents from your smartphone,
      at home.

Is the fax data secure in transit between the computer and the printer/MFP?

  • Faxes themselves are insecure. They can be intercepted anywhere between the sender and the receiver.
  • The data transmitted between the scanner or MFP used to digitize a document and the folder or mailbox which receives the scanned document prior to being sent as an electronic fax is most likely secured or encrypted. Be mindful of this when transmitting sensitive data.

Can Concord scan our data?

No. That would require their advanced AI process, which we haven’t purchased. We have a Business Associates Agreement (BAA) with Concord.

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Sending & Receiving

Will our fax number stay the same?

Yes, fax numbers will remain the same.

We have clinics that fax documents to us but use a real fax machine. How will that change if we use CloudFax? Can sender fax documents from a regular fax machine to CloudFax?

Processes for sending or receiving faxes won’t change. The difference is that your office would receive emails with the fax attached, not paper faxes on the fax machine.

Can you send from a number but not receive the fax?

Yes, anyone who has a NetID and is authorized can send a fax. Users do not need to have a fax number assigned to them in order to send a fax.

Is there any change for long distance faxes?


Do the fax emails all look the same?

Yes, right now they all come in as new fax, but show the sending fax phone number, and the subscriber identification (CSID) in the email subject line.

Will the subject line always read "Concord fax?"

Yes, it does right now but will be modified to contain the sender’s fax number and the sending device’s CSID.

Is dialing still the same?

  • External fax senders will still enter the UW fax number the same. No change.
  • UW fax senders will be required to enter area code plus 7 digit number in the TO: field.
  • UW fax senders will be required to enter country code + area code + 7 digit number in the TO: field for international calls.

How long does it take for the fax to send?

Less than a minute.

What happens to all of our existing numbers?

They are all ported to Concord securely.

Will all fax cover pages need to be viewed to determine who is the recipient?

Yes, just like all faxes now.

Will this fax to international fax numbers?

Yes, it will. There is a higher cost per page for international faxes based on country.

How will you manage valid fax senders?

We will use Manifest groups to manage valid fax senders.

What is in the email body when the fax is received?

The cover letter can be designed to include the email subject and body text.

When external users send a fax, will anything change for them?

No, there is no change on their side.

Can you attach multiple documents in one fax?


Can you use Mac Mail to send fax messages?

Yes, mostly. Supported Macintosh systems work fine.

Is there a size limit for receiving faxes?

No, there is no size limit for incoming faxes.

Is there a size limit for sending faxes?

Max file size upload: 20MB

Note: In addition to the limit above, users are also subject to any internally set limit, per their company email policy (i.e., Concord accepts a 10 MB file upload, but your company only allows a 5 MB file upload).

What are the supported file types for attachments?

  • Microsoft Word (*.doc, *.docx)
  • Microsoft Excel (*.xls, *.xlsx)
  • Microsoft Power Point (*.ppt, *.pptx)
  • Microsoft Visio (*.vsd)
  • HyperText Markup Language (*.html, *.mhtml)
  • Adobe Acrobat (*.pdf)
  • TIFF image (*.tif)
  • ASCII Text (*.txt)
  • Rich Text (*.rtf)
  • JPEG (*.jpg) files are also generally supported, though not recommended, and not supported in all circumstances.

Can my Office 365 email account receive an alert when a fax is received in my Office 365 service account?

No, but a workaround would be to add the Office 365 service account’s Inbox as a favorite in your Outlook desktop client.

Learn more:

Will a cover page automatically generate?

Yes, if you want it to.

  • If you enter text in the body of the email, the fax service will generate a cover page.
  • The text entered in the body of the email will populate the message of the cover page.
  • The text entered in the subject line of the email will populate in the Regarding: section of the cover page header.
  • View the default cover page here.
  • If you do not want the fax service to generate a cover page, then do not include text in the body of your email and make sure your auto-signature is removed.

Will the sender be notified that the fax has been deleted?

No, a notification will not be sent if a fax is deleted from the sender or recipient side.

Will I be notified if I send a fax without enabling my email account for CloudFax sending?

Yes. You will receive an email indicating, “There was a problem with your fax request, unauthorized sending email address.”

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Fax account

Will there be just one email account connected to our fax number?

Yes, one fax number corresponds to one service account or named account.

Our fax is currently used by multiple members of our department. Is the primary contact email address the only email authorized to send faxes?

No, department staff will be able to send faxes via their named email accounts.

How many NetIDs can be added to a service account?

There is no hard limit to the number of people who can be added to a service account.

Who sets up the accounts?

DoIT will do this all initially, and service account owners can add and remove people after the fact.

Can users fax from their email account and a service account?

Yes, individual users can fax from their primary email account if they are faculty, staff, or a student employees.

Yes, each fax number is assigned to an Office 365 service account (ex: where inbound faxes are received. This service account can also be used to send a fax if the user has permission to send from the account

Can you use a subdomain for service accounts for faxing (e.g.

Yes, this works for any sub domain.

Can we use the service account we already have?


What is the cost to use the CloudFax service?

Free, until 2022.

In 2022, the actual costs will be reviewed and a decision will be made if campus will continue to cover the costs or if a chargeback process will be implemented.

The CloudFax service uses an Enterprise Outbound – Unlimited Users account at a cost of $150 per month.

The following is a baseline based on our anticipated pricing tier:

  • Fax number costs $54 a year. (only required for receiving faxes)
  • Fax page costs:
    • $.045 per inbound and outbound page for contiguous USA.
    • $.055 per inbound and outbound page for Canada.
    • View international rates.
      • $.05 per inbound page for all countries.
      • price various per outbound page by country (see pages 5 – 8 for country rate).
    • Fax sender costs $1,800 a year for unlimited fax senders. (not dependent on a fax number).
  • Fax sender costs $1,800 a year for unlimited fax senders. (not dependent on a fax number).

Can we combine two numbers to one email address?


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Keywords:cloudfax frequently asked questions faq security sending and receiving fax account sensitive restricted data hipaa compliant TLS MFP secure transit concord data existing numbers international valid fax senders size limitations supported file types for attachments NetIDs service account subdomain costs price fees PHI   Doc ID:102139
Owner:Christina G.Group:DoIT Help Desk
Created:2020-05-18 13:02 CDTUpdated:2020-07-27 12:13 CDT
Sites:DoIT Help Desk, Office 365
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