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FAQs


Pre-Sales Questions

If you are an existing Innoport member, you may find support related FAQs by logging into your account and clicking on help from the navigation menu


Account Related Questions
+Is there any software involved?

None of our services require you to install any new software programs. Fax and voicemail messages are delivered to you in common file formats, so the existing applications on your computer should allow you to view or listen to the messages without any problems. Faxes are sent via the web by accessing your account online or directly from your email account through any ordinary email client, such as Microsoft Outlook®, Lotus® Notes, Eudora®, etc. Configurations for enhanced voice services, such as auto-attendant and find me/follow me, are all handled in your account online.

+Does this service require any telephone lines or hardware [e.g., a fax modem]?

None of our services use up any of your existing telephone resources. You do not need to purchase any additional lines or hardware and if you have a separate phone line for faxing, you may even save by removing this line altogether.

+Can my personal phone number be strictly used as a fax number or a voice number?

You may certainly designate your phone number to be used only for faxing or for accepting voice calls. This setting may be changed at anytime from your account online.

+Do you provide phone numbers in my area code?


We provide phone numbers with area codes throughout the United States and most of Canada. We also provide phone numbers in several countries outside of U.S. and Canada, such as Japan, United Kingdom, Brazil, Israel, New Zealand and many more countries. For a full list of the area codes we currently offer, visit our Pricing pages. The Omni, Quantum, Jump Start and Standard Corporate service plans allow you to select your area code. As an alternative, we also offer U.S. and Canada toll-free numbers as well as more economical options that assign numbers in the metropolitan Philadelphia, U.S. region (+1 267 area code). If you are interested in an area code that is not presently offered, please email your request to Innoport Sales and we will notify you if we can obtain it or when it becomes available..

+Can I choose my own number?

Phone numbers are randomly distributed once your account is activated. However, requests for vanity toll-free numbers are accepted, but please be advised that a one-time $35.00 administrative fee applies for switching toll-free numbers for an account and a 3 to 5 business day lead time generally ensues for securing the number. If you have a particular toll-free number in mind or a combination of letters and numbers you wish to be present, please email your request to Innoport Sales and we will perform a search of the global toll-free database to determine availability. Please use the asterisk (*) symbol to represent a wildcard slot. For example, 8**-015-WORD would indicate your interest in the number 015-9673 preceded by any toll-free prefix.

Please note that requests for a particular toll-free prefix (i.e. 800, 888, 877 and 866) are subject to a one-time administrative fee of $20.00.

+I have a phone number that is widely published in my marketing collateral and stationeries. How do I avoid giving out a new number?

If there are circumstances which make it difficult for you to change your phone number, whether it is because your number is well-known or it is all over your print material, we suggest that you consider setting up call forwarding with your local telephone company to have calls to your current phone number transferred to your Innoport phone number. The term for the service varies from carrier to carrier, but it is typically referred to as "No Answer/Busy" call forwarding. Pricing for the service is based upon the carrier. We have many customers who are set up this way to avoid giving out a new number. Other customers will set up call forwarding, but they will also start giving out their Innoport number in parallel in order to phase out the old number over time to save on the costs associated with call forwarding as well as for the additional phone line altogether.

If the number you need to keep is a toll-free number, you should subscribe to a non toll-free number with our services. Because all toll-free numbers from traditional telephone carriers must point to another number, you can contact your toll-free provider once you have your Innoport phone number in order to notify them that your toll-free number should now point to your new Innoport number instead of the number it currently terminates to. The number that the toll-free number points to is typically referred to as the "ring-to" or "translation" number. Since this number would be transparent to your callers, your most cost-effective option would be to take a 267 (metropolitan Phila. region) area code number through us.

+Can my toll-free number accept international calls?

The toll-free numbers we provide are only opened to accept inbound calls from the United States when activated. However, you may change your preference to have your toll-free number accept both U.S. and Canada calls or to accept only Canada calls. Please note that calls from Canada are subject to the same per minute rate as the U.S. U.S. and Canada are the only two regions we support for toll-free numbers, primarily because U.S. toll-free numbers are inaccessible by the rest of the international community. The convention of toll-free numbers differ based on country and due to the varying toll costs of each international destination, we do not carry international toll-free numbers at this time.

+If a call is connected to my number, will the next caller receive a busy signal?

Your phone number can handle simultaneous phone calls to avoid busy signals, so multiple people can be calling you and sending faxes to your number at the same time.

+If I ever decide to upgrade my service plan, will I retain my phone number?

You may certainly keep the same phone number when you upgrade service plans.

+Do I have to contact you to change my settings [e.g., new email address(es) for message delivery]?

We provide our members with full control on changing settings from your account online. As soon as you update your preferences, the new settings take effect immediately.

+What payment methods do you accept?

At the present time, credit card billing is the only payment method we accept for personal service plan accounts as well as for business service plan accounts that do not reach the minimum monthly spend of $5,000.00 to qualify for net 30 invoicing. This automated system reduces the administrative costs involved with processing payments so that we may offer our services at such affordable prices. For Members who qualify for net 30 invoicing, you shall be subject to an annual term commitment if this payment method is selected. For a full explanation of the Billing Policy, please refer to the Innoport Terms of Service.

+With credit card billing, how often do I get billed?

Your credit card is only charged when your account balance falls below the Auto-Increment Trigger Amount that you have selected, which is the threshold for the account. An email receipt is automatically generated and sent to your contact email address whenever a charge hits your credit card. When you subscribe, you are asked to specify an Initial Deposit, an Auto-Increment Amount and an Auto-Increment Trigger Amount. Your Initial Deposit is your starting account balance from which all monthly services fees and usage charges are deducted. Once your balance falls below the Auto-Increment Trigger Amount that you have set, your credit card will be charged the Auto-Increment Amount specified in order to replenish your account balance. This process helps to prevent disruption to your service due to insufficient funds and provides you with time to update your credit card information (e.g. card expired) in the event that we are unable to charge your card. Your Auto-Increment Amount and Auto-Increment Trigger Amount may be changed at anytime. Should you decide to cancel service, you shall be issued a refund to your credit card of any remaining balance in your account after all applicable charges have been withdrawn.

+Where do you send my billing statements?

Your current account balance as well as detailed billing information for the current and previous two monthly billing cycles are available to you at all times by accessing your account online. You are first presented with a summary for the month. From there, you may drill-down to detailed line item reports for separate usage charges.

+Are there any term commitments?

Unless you are a qualified member selecting net 30 invoicing (i.e. Standard Corporate plan members that agree to a minimum monthly spend of $5,000.00 and a one year term commitment), you may cancel service at anytime. Additionally, we do not impose any activation, set-up or cancellation fees on our members. We stand completely by the strength and quality of our services. To show our commitment to quality, the cancellation process has even been automated for your convenience. Should you decide to cancel service, you shall be issued a refund to your credit card of any remaining balance in your account after all applicable charges have been withdrawn.

+How do I subscribe?

To start using our services, click on sign up from the navigation menu and choose the appropriate sign up form. The registration process must be completed online and it takes just a few minutes. Please note that this is a completely secure and confidential form that you would be filling out.

+Do you have a Privacy Policy?

Innoport customer data is handled in accordance with our strict Privacy Policy, which can be reviewed by clicking on the link towards the bottom of each page of our website.

+Do you provide customer references?

Although we do get asked about references every once in a while, we do not provide customer references. In fact, a lot of our customers appreciate our commitment to privacy and we value their trust in us. Having said that, we understand your need for third-party validation as part of your evaluation process. We hope the following details may help.

We service businesses of all sizes, from startups and small to medium size businesses all the way to Fortune 500 enterprises, and we have customers in just about every industry vertical, including financial services, healthcare, insurance, manufacturing and real estate. As an example, our U.S. customers have included (several are U. S. publicly listed companies):

  • one of the largest banks;
  • one of the largest private universities;
  • one of the world's well-known theme parks;
  • a leading national car rental company;
  • a leading index and ratings company;
  • a leading social and cloud marketing company;
  • a global IT and business process services firm;
  • a large sytems integrator for public and private sector;
  • several healthcare, hospital, and medical practices.


Additionally, our customers have also included several government agencies as well as non-profit organizations (including successfully concluded four year engagement with a Department of Defense subcontractor). While the majority of our customers are in the U.S., our customers have included representation from over 45 countries worldwide. Besides businesses, we, of course, welcome individuals to use our services as well to better manage their communications and we provide them with the same level of support and customer care as we do our business customers.

We also invite you to review our media coverage. In certain news articles, you will find quotes from customers who have formally agreed to provide their testimonials as part of our media relations program.


Hosted PBX Question
+What is a hosted PBX?

A PBX (private branch exchange) is a telephone switchboard that an organization might use to network their telecommunications lines and redirect calls arriving on a company number. What once required expensive on-premise equipment can now be accomplished affordably and without any software. Best of all, a hosted PBX provides you with enhanced capabilities, greater flexibility and limitless scalability at fractions less than an in-house PBX.

A hosted PBX service provides you with a virtual telephone number that you can set up with an automated attendant for transferring callers to different extensions or menu options on the system. This one number accepts simultaneous calls to avoid busy signals and you can use the solution as simply a voicemail system or to forward calls to different telephone numbers. When your virtual telephone number is dialed, callers would receive a main greeting and when an extension or menu option is selected, each one can be independently configured to go straight to voicemail or to route the call to you, be it a landline, cell phone or VoIP telephone number, so you can pick up the calls from anywhere. Unanswered calls return to voicemail and you can have a personalized mailbox greeting on each extension.

Because this is all controlled through an online account on the Web, you can add more extensions instantly or make changes (to routing schedules for example) that take effect immediately.

+Is this only a voicemail system or would I be able to speak with the callers?

This solution can be used as simply a voicemail system where you have multiple mailboxes branching off of one phone number or combined with our find me/follow me capability, you can forward calls through a sequence of up to 5 phone numbers when an extension is selected. You can schedule the forwarding to only occur at certain times and have the call go straight to voicemail the rest of the time.

+How can your hosted PBX service help our small business sound professional?

A PBX used to require an initial investment for hardware costing thousands to tens of thousands of dollars. The more features you wanted, the more you had to spend. The equipment purchase alone was a huge barrier, not to mention the telephone lines required for the system and often times maintenance contracts or labor costs for a consultant knowledgeable about the hardware.

With Innoport, you receive a highly affordable solution that is rich with features, so you can make your small business sound like an enterprise operation instantly. After you activate service, you can literally be up and running with a fully functional auto attendant and multiple mailbox extensions within minutes. No one has to know that you're a one person shop or that you're working out of a garage. With our hosted PBX, you'll be able to:

  • have different main greetings play for business hours and after hours;
  • enable directory assistance so callers can find a person by name or hear a full listing of extensions;
  • turn on speech recognition so callers can either speak the extension number of the party they are trying to reach or enter it on their dialpad;
  • schedule routing sequences, so calls may be forwarded to different phone numbers in between certain time spans or go straight to voicemail over other time intervals;
  • place callers on hold and retrieve them from hold;
  • transfer callers between extensions on your system or even to external telephone numbers;
  • put on your own music-on-hold for callers to hear when placed on hold or while waiting on the line during transfers.

Additionally, we offer a unique feature called "incoming call identifier" to pre-screen the menu option or extension a caller selected, which is a powerful advantage for small businesses. Let's say you had options on your auto attendant for sales and support. Yet, either option that is selected might ring to you or to the same sequence of phone numbers where only one set of customer service representatives pick up at. With this feature enabled, you will know in advance through a voice from our system indicating which menu option or extension was selected, so you can prepare to greet the caller properly, whether it is to put on your sales hat or to answer with your customer service voice.

+How quickly can I be up and running with this service?

The hosted PBX service is available with our business service plans, the Jump Start and Standard Corporate plans. After reviewing the pricing for these plans, you can start using our services by simply clicking on sign up from the navigation menu and choosing the "Business Plan Service" form. In most instances, you can activate immediately after subscribing. After you activate service, you can literally be up and running with a fully functional auto attendant and multiple mailbox extensions within minutes as the set up is completed online through your web-based account.

+Can I use your hosted PBX service to centralize calls for a virtual office environment or for a business with telecommuting employees?

Because calls can be forwarded to any telephone numbers, this solution is perfect for fragmented workforces, virtual call centers with remote agents and satellite or branch offices of a company. You might have one employee in Manhattan, another in Chicago and a third answering calls in Los Angeles. Since callers dial a main number and calls are seamlessly routed, it is transparent to the caller that your workers are geographically dispersed.

+I already have a number that is widely published. Can I still use it with your service?

When you subscribe to our services, you will be assigned a new telephone number. Unfortunately, numbers can not be transferred to us for use with our services. However, we suggest that you consider setting up call forwarding with your local telephone company to have calls to your current phone number transferred to your Innoport phone number. Pricing for the service is based upon the carrier.

With call forwarding turned on, any call to your number would normally be forwarded immediately, so a caller would not hear any rings before the forwarding. Keep in mind that if you are routing calls back out after your auto attendant is reached, you must forward the call to a phone number other than the main number that you have published as this would create a loop. You might have a second line in the office where you accept the calls on or you might forward the calls to your cell phone.

If you want to use Innoport as only a voicemail system when calls can not be picked up at your number, you would want to order what is typically referred to as "no answer/busy" call forwarding from your telephone carrier. With "no answer/busy" call forwarding, calls will only be forwarded after a certain number of rings or when a busy signal is detected on your number.

If the number you have published is a toll-free number, you should subscribe to a non toll-free number with our services. Because all toll-free numbers from traditional telephone carriers must point to another number, you can contact your toll-free provider once you have your Innoport phone number in order to notify them that your toll-free number should now point to your new Innoport number instead of the number it currently terminates to. The number that the toll-free number points to is typically referred to as the "ring-to" or "translation" number. Since this number would be transparent to your callers, your most cost-effective option would be to choose an economy number through us, which assigns a 267 (metropolitan Phila. region) area code.

+Can I set up different greetings for business hours and after hours?

You can schedule various main greetings to play based on different day and time spans, so you might have separate greetings come on during open hours, closed hours and even on weekends. With the flexibility we offer, you can even exclude specific days (for instance, holidays such as New Year's, the Fourth of July or Christmas) from maybe an open hours greeting and add it to a closed hours greeting.

+How do I record the greetings?

You may personalize both the main greetings as well as the mailbox greetings on extensions by recording them over the phone, by uploading audio files or by using synthesized speech, whereby you type out your call script online and our system produces a natural-sounding artificial voice to read it.

+Does this service include directory assistance for callers who may not know the extension of the person they are trying to reach?

You have the option of enabling a find by name and/or a full listing directory assistance.

+Can I create mailboxes that just give information (e.g., hours of operation or directions)?

Each mailbox has an option for blocking callers from leaving voicemail messages. With this option turned on, callers listen to the outgoing message placed on a mailbox. Afterwards, the caller will have the ability to return to the auto attendant to make another selection.

+Can I have calls forwarded to me only between certain hours?

You can schedule different forwarding patterns to occur based on day and time spans. For periods in which you don't have forwarding set, callers would be sent directly to voicemail.

+If I set up multiple menu options or extensions to route to the same number(s), would I be able to tell which menu option or extension the call came in on?

We offer a unique feature called "incoming call identifier" to pre-screen the menu option or extension a caller selected. When you pick up the call, you will first hear a voice from our system letting you know which menu option or extension was chosen. You can then decide whether to accept the call, send the caller to voicemail, or even forward the call to the next number in your routing sequence.

This feature is an especially powerful advantage for small businesses. Let's say you had options on your auto attendant for sales and support. Yet, either option that is selected might ring to you or to the same sequence of phone numbers where only one set of customer service representatives pick up at. With this feature enabled, you can prepare to greet the caller properly, whether it is to put on your sales hat or to answer with your customer service voice.

+If I set up a routing sequence and the voicemail at one of the numbers comes on, can I redirect a caller back to my Innoport voice mailbox or possibly even on to the next number?

You can avoid the voicemail on your forwarded numbers by using one of two features, call screening or incoming call identifier.

Call screening prompts a caller to announce themselves. When you pick up the call, you will first hear the announcement.

Incoming call identifier serves 2 general purposes:

  1. If you have an auto attendant set up and you have different menu options (e.g., 1 for Sales, 2 for Support) forwarding to the same number or sequence of numbers, this option informs you which menu option was selected so you can be prepared to greet the caller properly. Similarly, if you have multiple Innoport phone numbers forwarding to the same number or sequence of numbers, this option informs you as to which phone number the call came in on.
  2. Incoming call identifier also allows you to distinguish between a call directly to your phone number or a forwarded call from your Innoport number.

With either or both features enabled, you are given the option to accept the call, send the caller to voicemail, or forward the call to the next number in your routing sequence. When your voicemail greeting comes on, our system recognizes this as an answered call and begins providing you with the information from one or both features and waits for a response from you afterwards as to the action to take with the call. In your account online, you can set a default behavior to occur if a selection is not made. When you default to voicemail or to continue forwarding, the caller will never hear the voicemail on your number.

This capability is especially useful if you are forwarding to a cell phone which is roaming or turned off, as the voicemail generally picks up immediately in those situations.

+Do you offer music-on-hold?

You may upload your own audio file, be it a music selection or marketing message, that callers hear when placed on hold or while waiting on the line during transfers.

+Is there a way to screen callers?

You can turn on call screening to prompt callers to announce themselves. When you pick up the call, you will first hear the announcement and then choose to accept the call, send the caller to voicemail, or even forward the call to the next number in your routing sequence.

+What shows up on my caller ID when a call is forwarded to me?

Innoport always passes along the phone number of the originating caller when it is available. However, it is up to the carrier for the destination phone number (i.e., the number forwarded to) to accept the information.

+When my number rings, will I be able to tell if a call is coming directly to my number versus through Innoport?

To distinguish between a call directly to your phone number or a forwarded call from your Innoport number, you can turn on the call screening or incoming call identifier feature. Call screening prompts a caller to announce themselves. When you pick up the call, you will first hear the announcement. Afterwards, you can choose to accept the call, send the caller to voicemail, or even forward the call to the next number in your routing sequence. With incoming call identifier enabled, you will first hear a distinct voice from our system when you pick up the call. Similarly, you can then choose to accept the call, send the caller to voicemail, or forward the call to the next number in your routing sequence.

+Can I transfer a caller to another extension after I have picked up?

You have the ability to do an unsupervised transfer to pass the caller to another extension set up on your system or to an external telephone number altogether. If forwarding is enabled on an extension, you can even transfer the caller directly into that extension's voice mailbox and bypass the forwarding. Once you press the designated key commands to place a caller on hold and begin the transfer, you may then hang up.


Receiving Messages - General Questions
+What message delivery options are available to me?

We offer fax-to-email and voicemail-to-email for automatically forwarding messages to your email as file attachments. These messages are delivered to you immediately following the time that they are sent.

You may also enable notification options which supply you with an email alert each time a new message arrives. With notification turned on, the file containing the message is not attached to the email. Once you receive the notification, you will be instructed to access your inbound activity log from your account online in order to either download the message directly from there or to have it sent to your email. If your wireless device, such as a cell phone or pager, can receive text messages by way of email, you can even assign the email address associated with this device as a delivery email address. Leave notification turned off if you wish to receive a text message alert on your mobile device, but you would like to return to your ordinary internet email account for immediate message retrieval.

In addition to or in lieu of email delivery, the Standard Corporate service plan also provides options for FTP or secure FTP (FTP over SSL) delivery. With this setup, messages will be pushed to an FTP site which you host. You can enable FTP delivery by user account or even specify a separate FTP directory for each user account where messages would be dropped into. Configuring your Innoport account for FTP delivery entails a very simple step. In most cases, you simply need to select the FTP protocol (FTP or FTPS), the host name and the user-id and password to log in to the FTP server.

+Are messages forwarded to my own email address or must I use an email address that you provide to me?

You may designate any email address for receiving messages and you can even assign up to four email accounts for simultaneous message delivery.

+Do you provide me with Caller ID information?

The Caller ID will be presented to you as and when it is available to us. When the calling party's number is available, it will appear in the default subject header for messages sent to your email. This information is also displayed in the inbound activity log for your account, which is an online history of the last 30 days of transactions. Innoport Voice Access provides an option for retrieving sender information when you dial in to listen to voicemails and/or fax header information.

+Is call blocking available?

Each phone number includes a flexible call blocking tool. The call blocking tool allows you to reject calls from a particular phone number, from certain area codes altogether or even area code plus exchange combinations. You may also choose to decline calls in which the caller ID is unavailable. Rejected calls are not subject to usage minutes.

+Is there any way for me to recover a message if I accidentally misplace or delete it?

Each account includes an online activity log, which stores the last 30 days of transactions for reviewing message details, such as date & time stamp, Caller ID, message length and delivery status, as well as for downloading messages or for resending messages to your email.


Receiving Messages - Voicemail Related Questions
+Can I record a personalized greeting for callers to hear?

A default greeting is in place for your account, but you may certainly personalize your greeting. You may record or re-record your outgoing message at anytime. With our business service plans, the Jump Start and Standard Corporate plans, not only are you able to record a greeting by phone, but instead, you may upload an audio file or use synthesized speech, whereby you type out your call script online and our system produces a natural-sounding artificial voice to read it.

+How long can my outgoing greeting be?

The maximum length of your greeting is based upon the service plan you choose. The maximum allowed greeting limit for each plan is listed below:

  • Marquee plan: 3 minutes
  • Omni plan: 10 minutes
  • Toll-Free plan: 15 minutes
  • Jump Start plan: 15 minutes
  • Standard Corporate plan: 15 minutes

+Is there a time restriction on the incoming message that callers can leave?

The maximum length of a voice message is 60 minutes. Currently, the pre-set system setting for voicemail maximum length is set to 2 minutes to minimize delivery issues via email. However, members can log into their account and increase the length to a maximum of 60 minutes. For email delivery the maximum length setting is 4 minutes. If the length is set to any value greater than 4 minutes members must either turn off voicemail to email delivery or turn on the send notification only delivery. Members always have the option of receiving voicemails via FTP delivery (Standard Corporate service plan members only) and also the option of downloading it directly by logging into their account (available to all Plans) for voicemails that are up to 60 minutes long.

+I don't want callers to be able to leave messages. Can I use this purely as an announcement line?

An option is available to block callers from leaving voicemails. With this option turned on, callers dial in to your number in order to listen to the outgoing message. Afterwards, the call will be automatically disconnected.

+Is there a storage limit on my voice mailbox?

There is no limit on the number of new messages that can be left for you. When dialing in to listen to messages by phone, Innoport Voice Access retains the last 30 days of new and saved messages.

+Do I hear the voice messages when they arrive via email or are they transcribed into text?

Messages sent to your email are attached as audio files in .wav format, so you can listen to messages on your computer with the same sound quality as messages left on traditional answering services or devices. Use just about any audio player, such as Windows Media® Player, RealOne™ Player, Winamp or QuickTime, to play the voicemails. Because messages arrive in a common file format and most computers are pre-equipped with one or more audio players which support this file type, there should be absolutely no software for you to install.

+Can I receive voicemail messages to the email of my wireless handheld device?

So long as your wireless handheld device is capable of receiving emails with attachments, you should not experience any issues with opening the audio file attachments that arrive to that email address. Your smartphone or tablet may have a default audio player that supports .wav files. In certain instances, however, a conflict with some mobile audio players may occur, in which the encoding format of the .wav files we deliver could prevent the audio files from playing properly. If you are presented with this situation or your device does not come pre-installed with an audio player, please see if there are compatible third-party audio player applications available for your mobile platform.


Receiving Messages - Fax Related Questions
+How do I view the faxes once they arrive in my email?

Faxes are delivered as file attachments in your option of PDF or .tif format. Because both are common formats, most computers are pre-equipped with programs for opening one or both of these file types, so there should be absolutely no software for you to install. PDF opens with the widely recognized free Adobe® Reader® or with Adobe® Acrobat®. .tif is another standard format that most image viewers support, such as Windows Imaging, your web browser, Microsoft® Photo Editor and Adobe® Photoshop®.

+How many minutes does it take to receive a single page fax?

As a benchmark, it is typically safe to assume about one page per minute while receiving a single page fax, but please keep in mind that slower fax transmission speeds and ink-intensity can affect your transmission time. As a rule of thumb, the "darker" the fax page, the more time it may take to transmit. For multi-page faxes, transmissions would usually complete in shorter durations than the approximation made above, but again, this is dependent on the document being transmitted and the speed in which the remote fax communicates at.

+What file size can I expect for a one page fax?

A one page fax can vary extensively based upon the ink intensity of the message contents, but you can assume that it ranges anywhere from approximately 30 KB to 100 KB.

+The contents of my faxes are confidential. Do you provide any secure fax options?

We offer the advantage of receiving faxes in PDF format with 40-bit or 128-bit encryption with all our plans. To use 128-bit encryption, you must have Adobe Acrobat Reader 5.0 or higher. Lower versions of Acrobat Reader only support 40-bit encryption. If you select to encrypt your faxes, your documents will also be password-protected and these faxes may only be viewed by supplying the proper password. You have full control on creating and changing the password at anytime for the encrypted faxes arriving to your account.

On top of receiving faxes in your personal email account, as opposed to a fax machine where messages are in plain view, this provides an added layer of security. Encrypted PDF is highly attractive for our members in the healthcare vertical, the financial services industry and the legal and accounting professions. Regulations imposed by the Health Insurance Portability and Accountability Act (HIPAA), the U.S. Securities and Exchange Commission (SEC) and the Gramm-Leach-Bliley Act have further heightened awareness for secure faxing.

Other secure faxing options are available to you as well. You may always choose to receive an email notification rather than the actual message attached when a new fax has been sent to you. Once you receive the alert, access your inbound activity log online to directly download the fax. We employ SSL (secure sockets layer) technology to protect all transmissions between the client and our website, which essentially creates a completely secure environment for message retrieval.

With the Standard Corporate service plan, you may establish an FTPS (FTP over SSL) site for message delivery, which creates a secure tunnel between the Innoport servers and your servers for the files to travel through. For optimal security, a 128-bit encrypted FTPS site should be set up for file delivery.

+Will I receive a lot of junk faxes?

We employ sophisticated spam filtering technology to automatically remove the majority of unsolicited faxes before it ever reaches your account. Unfortunately, however, we can only minimize the amount of marketing material you receive, not completely eliminate it, so an unsolicited message may manage to reach your account on occasion.

Keep in mind that each account includes a flexible call blocking tool. This tool allows you to decline calls in which the caller ID is unavailable. You may also choose to reject calls from a particular phone number, from certain area codes altogether or even area code plus exchange combinations.

+Can I receive legal size faxes?

If the party faxing you has set the size to legal (8.5" x 14") on their fax machine, then you will receive the fax as a legal size document, so you do not have to be concerned with automatic shrinking to fit on letter size.

+Can I receive faxes on my wireless handheld device?

If you have a smartphone or a tablet, your device may have a default image viewer that supports PDF and/or TIFF files. Fax delivery is in either PDF or TIFF format. If you don't have an image viewer on your smartphone or tablet that supports PDF and/or TIFF, then please look for third-party image viewer applications or apps that support PDF or TIFF viewing.

+How can your OCR fax cover sheet capability help me intelligently manage faxes?

The OCR (or optical character recognition) fax cover sheet capability enables you to build highly automated workflow processes and document management solutions. Combined with message handling rules that you configure in your account online, OCR faxing automatically applies customer-driven actions prior to delivery of the fax documents. Such end results that can be accomplished by using the OCR fax cover sheet include customized file naming and document routing to an email address specified by the sender. Consequently, the OCR fax cover sheet capability promotes deployments involving the automatic indexing or organizing of files or the routing of documents to predefined destinations, both of which lend, for instance, to the construction of data repositories to facilitate the archiving, querying, filtering and sorting of documents.

+How do I start to use the OCR fax cover sheet capability?

The OCR fax cover sheet capability is available as an optional add-on to our business service plans, the Jump Start and Standard Corporate plans, and subscription packages are available to accommodate from light to heavy volume usage. You may enable, disable, upgrade or downgrade your fax OCR subscription package at any time. Pricing for the optional fax OCR subscription packages can be found on the business plan pricing page at www.innoport.com/business-pricing.

+What steps are involved in using the OCR fax cover sheet capability?

After enabling an OCR subscription package, you would follow these simple procedures:

  1. First, you configure OCR related routing rules in your account online to specify actions to apply towards purposely designated fields from the fax cover sheet prior to delivery of the electronic fax document.
  2. You then distribute your OCR enabled Innoport fax number and an Innoport webpage that displays a specially designed online form where information is entered to create the fax cover sheet.
  3. Senders go to the webpage address given and they fill in the necessary fields (dependent upon each business?requirements) of the online form, which when submitted, generates a printable Adobe® PDF fax cover sheet containing a unique tracking ID.
  4. The sender prints the PDF fax cover sheet and faxes it along with other forms or documents to your OCR enabled Innoport fax number.
  5. Innoport receives the fax cover sheet and the documents, employs an OCR process to capture the unique tracking ID and matches the information and routing rules of the corresponding Innoport account.



Call Queuing - Automatic Call Distribution (ACD) Questions
+What is ACD and Call Queuing?

Automated Call Distribution (ACD), commonly known as Call Queuing, feature from Innoport allows you to intelligently route and queue your incoming calls to your agents. This allows you to have your callers waiting on hold for the next available agent. Please visit http://www.innoport.com/call-queuing.

+Which service plans should I consider for using ACD and Call Queuing?

ACD and Call Queuing is offered in our Standard Corporate business service plan, for details on this plan please visit https://www.innoport.com/business-plans


Fax sending Questions
+How do I send faxes?

Faxes may be sent through the web from your account online or you may use email-to-fax to send faxes directly from your email account. Either option you choose, there is absolutely no software to install. Specify just a single file or combine many files to create your fax document for sending to one or multiple fax numbers at once.

With webfax, follow a step-by-step process to send your faxes out. You will be instructed to upload files, enter fax numbers and submit. It's that simple. Before submitting, a preview of the entire fax is even shown to you for confirmation.

With email-to-fax, attach files, enter fax numbers in the convention of an email address and send. Alternatively, if you do not wish to attach any documents, you may enter text in the subject field and email body to be used as the corresponding fields of a custom cover page that Innoport generates. The convention for the fax numbers is fully explained to you in an online help guide which you may access from your account. Our online tutorials provide you with step-by-step instructions as well as screenshots to guide you through the process of getting started.

For further information on sending faxes, please visit http://www.innoport.com/fax-sending/.

+Which service plans should I consider for sending faxes?

For fax sending capabilities, please consider between the Marquee, Omni, Toll-Free, Jump Start and Corporate service plans. If you will be using your account primarily for fax sending, then the Marquee plan may be your most cost-effective solution.

+How long does it take to transmit a single page fax?

As a benchmark, it is typically safe to assume about one page per minute while faxing a single page fax, but please keep in mind that slower fax transmission speeds and ink-intensity can affect your transmission time. As a rule of thumb, the "darker" the fax page, the more time it may take to transmit. For multi-page faxes, transmissions would usually complete in shorter durations than the approximation made above, but again, this is dependent on the document being transmitted and the speed in which the remote fax communicates at.

+May I send faxes to destinations outside of the U.S.?

Faxes may be sent to destinations worldwide. Specific country codes and per minute rates for each location can be found in the outbound rate schedule, which is located in the pricing section of our website at www.innoport.com/pricing.

+What file formats do you support for fax sending?

Faxes may be sent in a number of various formats. We currently support:

  • Microsoft® Office programs: Word (.doc, .docx), Excel (.xls, .xlsx), PowerPoint (.ppt, .pptx)
  • Document formats: .pdf, .rtf, .txt
  • Image formats: .bmp .gif, .jpeg, .jpg, .tif, .tiff
  • Web Page: .htm, .html


+Can I send to more than one recipient at a time?

You may send a fax to multiple fax numbers at once. Broadcast fax transactions are even entitled to a special bulk fax rate. Options are available for entering fax numbers manually, choosing from saved fax numbers or specifying a text file to be used as the recipient list.

+How do I know when a fax has completed?

Once a fax transmission has completed, a confirmation email is delivered to you. You may change your preference to receive notifications only for particular statuses (successful, failed, busy, or no answer) and to receive a copy of the fax document attached to the email.

+Can I save the fax numbers I send to frequently so that I don't have to look them up each time?

Fax number lists may be stored in the online list management tool so that you do not have to re-enter them each time. You may also save fax numbers in your account's web-based address book.

+If a fax number is busy or rings continuously with no answer, am I charged for the transaction?

Our system automatically re-attempts to fax numbers which ring busy or go unanswered three times. If the fax could not be delivered after the fourth attempt, you are not charged for any transmission time because no call connection is made.

+I live outside of the U.S. How much will it cost me to send a fax to a U.S. fax number?

Whether you reside domestically or abroad, faxing to a U.S. fax number is the same rate. For our fax sending rates, please review the outbound rate schedule, which is located in the pricing section of our website at www.innoport.com/pricing.

+Can I do a mail merge?

With mail merge, you can personalize faxes sent to multiple recipients. Innoport allows you to merge a Word document with merge fields stored as a file in Excel. Simply upload a Word file as your fax document and specify your data source. Microsoft offers an entire resource center to walk you through the easy task of mail merging and Innoport's online tutorial instructs members on using this feature.


Security Questions
+Do you support TLS email encryption delivery for faxes and voicemails?

In addition to Fax to Email with encrypted PDF attachments, HTTPS fax API, fax to secure FTP, SSL protected web access to messages, Standard Corporate business plan members have an additional enhancement to better meet their security needs. Innoport supports Secure SMTP over TLS (Transport Layer Security) for encrypted email delivery of fax/voicemail messages as well as for email to fax transactions sent to sendfax.innoport.com. TLS encryption is available as opportunistic TLS. With these enhanced security features, Innoport leads the industry in providing one of the most comprehensive and affordable suites of security enabled messaging solutions for our growing enterprise grade customers across industries such as healthcare, financial, manufacturing, real estate and government sectors.