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Managing Faxes
From the modify action in the inbox, you can manipulate incoming faxes
Move – move to another area’s queue
Clone – clone and create a 2nd requisition/referral either in the same modality (needs 2 appointments) or for shared requisitions/referrals where a requisition/referral needs to be sent to another area
Remove pages – remove pages from a fax i.e. cover letter that does not need to be attached
Reorder pages – if pages come out of order and you want to put a specific page first
Split pages – if 2 requisitions/referrals come in for 2 different patients you can split them
Rotate - if the requisition/referral comes in upside down you can rotate the document
Rejecting a Fax
Open the fax in the Inbox
Click Reject/Dismiss
Complete the Reason for Rejection for the drop down
Attach a template if applicable
Ensure fax number is correct
The Fax Numbers are not repopulated from the Adminstrator Module.
The user must verify the correct number.
Click Reject Request
The fax will then go back to the referring provider, letting them know why you've rejected it.
For faxes received that are considered Junk or not required to be sent back, you have the option to remove them from the fax queue by selecting the Junk Request as the Reason for Rejection. This will provide an optional notes text box that the user can choose to use or leave blank.
All rejected faxes can be viewed if needed by selecting the drop down within the inbox list view:
Send an Outbound Fax
In the event you need to send a fax from an eReferral, follow these steps:
Click the button with ellipsis and choose Send Fax
Complete all fields in the Send Fax window (mandatory field are marked with a *.
Validate the fax number, if incorrect click other and enter the correct fax number.
Add a template when applicable
You can choose to include attachments and the Print version of the eReferral.
Once complete, click Send Fax.
You can view faxes that were sent outbound under the history tab.
Receiving Partial Faxes
Partial fax transmissions may be caused by a variety of factors.
Fax line disconnected after multiple retries
The call dropped prematurely
Timeout; the number dialed rings but the call is never answered
The remote fax machine disconnected unexpectedly after indicating that it was not ready to initiate a fax session.
The remote fax machine responded with a disconnect message after a page was sent successfully. Depending on the remote machine's behaviour, it may have still printed the sent page and any preceding pages.
The fax service received an invalid error correction message from the remote fax machine.
To help reduce fax transmission errors moving forward, here are a few suggestions to help with troubleshooting both your phone line and your fax equipment:
Phone line:
Contact your phone company’s support team and explain that you are experiencing a high failure rate with your fax machine and frequent disconnects while attempting to transmit faxes. Phone line support may assist in performing diagnostic tests or may dispatch a technician to physically inspect the lines near your building, or in the building itself.
Fax equipment:
If your phone company's technician is unable to resolve the connection issues, the main cause of error may be the fax equipment itself. It is recommended to contact the equipment manufacturer or supplier support line and explain the increase in fax errors as well as the troubleshooting steps your team has already attempted. The manufacturer or supplier support team may have several suggestions for your specific equipment, such as changing settings on the machines/equipment, restarting the equipment, etc.
Auto Fax Back Function
Please note that these may vary depending on your organization's request changes.
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It is the user's responsibility to verify the accuracy of the information provided.
If you enable auto fax back before the referral is created (before save is clicked) the receipt of referral will be sent If you enable the auto fax back from the settings tab after the referral has been created only the appointment auto fax back will be sent .
Auto fax are sent when:
Referral is created
This is not tied to the Work in Progress state, as auto-fax will be sent regardless of if it has been submitted yet, or is still Awaiting Submission
Appointment is scheduled
Auto Fax are NOT sent when:
Appointment is canceled
Appointment is completed
Referral on hold
Referral Creation Fax Back Notifications
Updates to the locations associated with the auto fax back for Referral created. This can be performed through the Administrator module PRM. Please see images below. We do recommend that you test this in the Test environment before you do any updates to the Production form.
Open Novari Identity Management.
Select the Locations tab.
Find the correct location in question. This can be done using the Search function and the Filter function.
On the Location Details Page, in the name field edit to the name they wish to change it to (keeping in mind this will update the name anywhere it appears) such as the Inbox queue.
Click Save
If you are struggling to find the correct location, we recommend using the filter function. See example below.
Click Add Filter.
Select Location Type from the Filter Fields drop down.
Click Add Filter.
Select Central Intake and click Apply.
Select the Location Name from the filtered list.
If your organization is looking to update the information on the Appointment Notification auto fax please submit a Change Order Request Form.
Managing Fax Templates
User Profile
Once logged in access User Profile in the top right. Access the Templates tab.
File Upload
Click under drop files to upload from your device. If you have the files open, you may also drag and drop them into the box. 
If you have the files open, you may also drag and drop them into the box.
Edit Templates
Click the edit button under the bottom list where the template appears. You will need to enter patient information and ensure accuracy. 
At this point you are able to print the document by using the controls on your keyboard. For Mac users it is Command 4. For PC users it is Ctrl 4. This will allow you to print the completed page. To save the document you may also use keyboard controls.
Attachments
Simple Microsoft Word attachments are compatible.
Find Patient
Click on the Patient.
Go to Send Fax.
Fill In all of the appropriate information and select the Template.
At this point you are able to print the document by using the controls on your keyboard. For Mac users it is Command 4. For PC users it is Ctrl 4. This will allow you to print the completed page.
Pre-Populating Fields
How to add pre-populated fields to a template.
Click edit template
Enter the Keys in the template
Once the template is updated
Send fax
Select the template
Ensure the fields auto populated
Please be advised this feature will need to be fully tested in your Test environment prior to use in production.
All screen capture were taken from Test environments.
Fax Information Checklist
Reasons for issues are typically a device issue (out of paper/ink, turned off, older machine) or connectivity issues (no fax tone, call dropping, line answered/interrupted by human, busy, etc.)
If errors are consistent with a specific line, it may be an isolated issue with the device itself or a connectivity quality issue.
Have you confirmed with the office/organization that the fax number is correct?
If yes, have you confirmed if there is a 1 before the fax line?
Have you confirmed with the office/organization that the fax machine has the capability to send and receive faxes. (Inbound and Outbound) Does the machine have the settings enabled for 1800 numbers?
Have you confirmed with the office/organization that the fax is working?
Is it connected to the internet? Are there potential internet issues preventing the fax transmission from sending across?
Is it connected to the telephone line (hardwired)? Are multiple devices or systems connected to the same line? Does the line use a surge protector or switching device that could be causing interference with the connection transmission?
Have you verified the fax line is working? (this can be done by calling the number). Do you hear an instant, loud and clear fax tone?
If the line is not instant, than settings on the receiving machine may need to be updated. These setting updates are unique to the devices.
Are you able to send directly from your machine to their machine? This may assist in ruling out issues related to an isolated machine.
Are you able to resend the fax? This is sometimes best after waiting a few minutes to rule out busy fax tones.
Advise the office/organization to restart their device.
If the outcome of the above troubleshooting determines that the issue is isolated to one device/office/organization, please review our Fax Troubleshooting documentation on our Support Portal.
If the outcome does not appear to be isolated, please provide the following information:
Receiving number
Sending number
Date and time of occurrence (three examples within 24 hours is preferred)
Troubleshooting results
Fax Troubleshooting
Here is some troubleshooting information that would be helpful to the clinic that is having difficulty with faxes.
Partial or Failed fax transmissions may be caused by a variety of factors.
Most fax transmission issues are caused by connectivity issues. Commonly, poor quality connections will prevent the fax machine from working properly, if at all. Fax machines require a connection that is free from static and line noise to connect. The fax line should not have any abnormal sounds, including static, background noise, or a weak dial tone.
To help reduce fax transmission errors moving forward, here are a few suggestions to help with troubleshooting both your phone line and your fax equipment:
Phone line:
Contact your phone company’s support team and explain that you are experiencing a high failure rate with your fax machine and frequent disconnects while attempting to transmit faxes. Phone line support may assist in performing diagnostic tests or may dispatch a technician to physically inspect the lines near your building, or in the building itself.
Fax equipment:
If your phone company's technician is unable to resolve the connection issues, the main cause of error may be the fax equipment itself. It is recommended to contact the equipment manufacturer or supplier support line and explain the increase in fax errors as well as the troubleshooting steps your team has already attempted. The manufacturer or supplier support team may have several suggestions for your specific equipment, such as changing settings on the machines/equipment, restarting the equipment, etc.
We appreciate you looking into and addressing the concerns with your fax connection and services. Resolving fax transmission issues will help to ensure that we receive your faxed referrals moving forward, and that no patient referral is impacted
