Fax by E-mail FAQ

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Frequently Asked Questions

1. What is the Account Administration Section? 2. What is the Main Profile? 3. What are the Receive Settings? 4. What are the Send Settings? 5. What is the Log of Fax and Voice Messages Received? 6. What is the Fax Send Log? 7. How do I send a fax using the My Mail Professional Web Interface? 8. How much does it cost to send a fax? 9. Can I get a local or toll-free My Mail Professional number? 10. Can I select a custom (vanity) My Mail Professional Fax number? 11. Do callers need to enter a PIN or extension number when dialing my My Mail Professional number? 12. Do you provide technical support or customer service over the telephone? 13. I am having problems logging into the online Account Administration section. 14. What do I use the PIN for? 15. I lost my My Mail Professional login password. 16. Are my fax and voice messages secure? 17. Could I receive a virus by receiving faxes and voice messages from My Mail Professional? 18. Will my personal information, e-mail address or My Mail Professional fax number be shared with other companies? 19. Senders are reporting transmission errors when sending to my fax number. 20. What software program do I use to view faxes and where can I download it? 21. Questions or Problems Using Third-Party Fax Viewer Software. 22. How do I open and view the fax I received? 23. What is a TIFF file? 24. I am trying to open a fax, but the wrong TIFF viewer program is launching when I click on a fax attachment to open a fax and view it. 25. My fax arrived with no attachment. 26. Why does my fax look blurry or have lines or other distortions? 27. Someone sent me a fax, but I did not receive it. 28. Can I receive faxes from Fax on Demand services (FOD)? 29. Imaging for Windows prints all my faxes as black pages. 30. I am using Windows XP and am unable to open My Mail Professional faxes sent as PDF files. 31. What is a PDF file? 32. How do I change the delivery format for my faxes? 33. What is the CSID? 34. How do I dial my My Mail Professional number? 35. I am unable to connect to my My Mail Professional number when dialing it. 36. Who can dial my toll-free My Mail Professional number? 37. Can I forward calls from my regular fax or voice line to my My Mail Professional number? 38. I received a fax/voicemail meant for someone else. 39. I received an unsolicited junk fax. 40. I received a fax from 'unknown sender'. 41. Can I still receive faxes with the voicemail feature activated? 42. How do I view a log of faxes and voice messages received on my My Mail Professional number? 43. How do I re-send and delete faxes and voice messages from my activity log? 44. How do I change the e-mail address my faxes and voicemails are sent to? 45. How do I send a fax using my e-mail software? 46. Why did my fax take so long to transmit? 47. Why did I receive an e-mail telling me that my e-mail address is not registered with My Mail Professional? 48. Can I send a fax to more than one fax number at a time? 49. Can I fax more than one document at a time? 50. What is the difference between sending a fax in 'Standard' and 'Fine' mode? 51. How to Read Your My Mail Professional Send Log in the Account Administration Section. 52. How to Read the E-mail Transmission Report. 53. Why is my fax listed as 'Transmitting' in my fax send log? 54. Why is my fax listed as 'Error' in my fax send log? 55. How many times is my fax attempted if a transmission error occurs? 56. I sent a fax, but the recipient has not received it. 57. Why did my recipient receive pages of junk text instead of the fax I sent? 58. Can I use my e-mail address book when sending faxes via e-mail? 59. Can I use My Mail Professional Send to send to a voice-answered fax system or a combination phone/fax line? 60. My Fax Send log shows that my fax was sent more than once, but I only sent it one time. 61. Can I send a broadcast fax with My Mail Professional Send? 62. Can I send password-protected files through My Mail Professional Send? 63. Can I send legal-sized faxes with My Mail Professional Send? 64. Can I bypass the My Mail Professional-generated coverpage? 65. Can I include an internal reference number on my faxes? 66. What file types can I send with My Mail Professional Send? 67. What is the TSID? 68. Can I turn off e-mail transmission reports or receive reports for failed transmissions only? 69. Can I specify where e-mail transmission reports are delivered? 70. I am receiving an error message from My Mail Professional stating that the file "winmail.dat" could not be processed for sending. 71. How does My Mail Professional Voicemail work? 72. How do I activate/disable the voicemail feature? 73. How do I open and listen to voice messages on my computer? 74. What software program do I use to listen to voice messages on my computer and where can I download it? 75. Questions or Problems Using Third-Party Audio Player Software. 76. I am trying to open a voice message, but the wrong program is launching when I click on a voice message attachment to open the message and listen to it. 77. I am unable to open the voicemail attachment or I get an error when I try to open the attachment. 78. My voice message arrived with no attachment. 79. How do I record or change the voicemail greeting that is played for my callers? 80. How do I dial in and listen to my voice messages and review my faxes over the telephone? 81. What is the difference between a real audio (.ra) and a wave file (.wav)? 82. Is there an extra charge for the voicemail feature? 83. How do I change my VoiceMail PIN? 84. Someone left me a voicemail, but I have not received it.

1. What is the Account Administration Section? Answer: The account administration section allows you to customize your My Mail Professional account to suit your needs. In this account administration area you can: - make changes to your login information and personal profile - customize message delivery settings - turn voice mail on or off - configure fax send settings - view a log of faxes sent and received on your account - send a fax using the My Mail Professional Web Interface - upgrade your service package - add numbers to your account - remove numbers from your account You can log in to the Account Administration section on the My Mail Professional website using the username and password you chose during the sign-up process.

2. What is the Main Profile? Answer: Login Information - Displays user name and password entry field. You may not change the user name you selected during sign-up, but you may change your login password. Personal profile - Displays personal information (name, address, phone number, etc) and allows you to make changes to that information. Remember to click 'save changes' when you are finished making changes to your account profile.

3. What are the Receive Settings? Answer: In this section you can turn the voice mail feature on or off, change your PIN, which is used for account verification when dialing in to check messages over the phone, select file type for delivery of fax and voicemail messages, and change CSID on your account. If you have more than one My Mail Professional number on your account, you can independently configure the settings for each number by selecting one of your My Mail Professional numbers from the pull-down list and clicking the 'refresh' button. If you would like to apply settings from one number to all numbers on your account, check the 'Apply changes to ALL my My Mail Professional numbers' box before clicking 'save changes'. Turning the voice mail feature on or off - if you would like your My Mail Professional number to answer fax calls only, select "Fax Only" from the pull-down menu in the Receive Configuration section. If you would like your My Mail Professional number to answer both fax and voice calls, select "VoiceMail and Fax" from the pull-down menu. If you would like your number to answer as voicemail only, select "VoiceMail Only" from the pull-down menu. Changing your VoiceMail PIN - enter your new PIN, and re-type it for verification. Your PIN may contain numeric characters only. Selecting VoiceMail File Type - You may choose to receive voice messages in either real audio or wave format. Real audio files are smaller, but both real audio and wave files are popular file formats. Selecting Fax File Type - You may choose to receive faxes in either TIFF or PDF format. Setting your CSID - When someone is sending a fax to your My Mail Professional number, your CSID is shown on the display screen of sending fax machine. You may enter a name or fax number, up to 20 characters in length. By law, your CSID must be a valid name or fax number. Remember to click 'save changes' when you are finished making any changes to your receive settings.

4. What are the Send Settings? Answer: Email Alias List If you send faxes using your e-mail software, you may send faxes from up to 5 different e-mail addresses. The e-mail address in your main profile is used as your primary sending address, and you may enter 4 additional e-mail addresses in your fax send settings. This is helpful if you have different e-mail addresses for work and home, or if you would like to allow someone else to send faxes using your My Mail Professional account. Delivery Confirmation Settings Allows you to select where your fax send transmission reports are sent, and allows you to choose whether transmission reports are sent for all faxes or failed faxes only. Identification Settings Allows you to set your TSID. TSID stands for Transmitting Station ID. When you send a fax, your TSID is broadcast out to the receiving fax machine. The TSID will be displayed on the receiving machine's display screen, and the receiving machine may also stamp your TSID onto the header of your fax as it is received. You can configure your TSID to be your name, company name or a valid fax number in the Send Settings area of the account administration website. Your default TSID is set as your My Mail Professional number. Remember to click 'save changes' when you are finished making any changes to your send settings

5. What is the Log of Fax and Voice Messages Received? Answer: In this section, you can view logs of faxes and voicemails received and faxes sent on your account. To view an activity log, go to the pull-down menu and select the log you wish to view. Your log of messages received displays the date, time, My Mail Professional reference number, number of pages, sender ID and file size of messages received. Messages are stored in your activity log for 30 days. From the activity log, you can re-send messages to your e-mail address, forward faxes to another e-mail address or fax number, or delete messages from your log. Check the box to the right of a message to select it, then click the Resend, Forward or Delete button at the bottom of the page to perform the action. To open a fax or voice message from within the activity log, click on the reference number. This allows you to access your messages when you are away from your e-mail, but you must still have the proper software loaded to view faxes and listen to voicemail in this manner.

6. What is the Fax Send Log? Answer: To view your fax send log, select Fax Send from the pull-down menu. Your Fax Send log displays the date and time the fax was sent out, the My Mail Professional reference number, number of pages sent, recipient fax number, status and charge for each fax sent. Click on the status link for a particular fax to view further details, such as the number of calls made to complete the transmission (if errors were encountered), duration of each call, etc.

7. How do I send a fax using the My Mail Professional Web Interface? Answer: 1) Login to the Account Administration section at the My Mail Professional website. After logging in, click on "Send a Fax" on the left side of the page. 2) Address your fax Fill in the recipient's contact information in the spaces provided. Enter the fax number as if you were dialing the number long-distance from the United States, starting with 1 plus the 10-digit fax number. International faxes should begin with 011, followed by the country code and fax number. Using the Web Address Book: Your address book will be empty the first time you use the My Mail Professional web interface to send a fax. Add a contact to your address book - fill in the recipient's contact information in the spaces provided and make sure Add this entry to my address book' is selected. Information entered in the 'Location' field is for your reference when using the address book, and will not be displayed on the fax that is sent out. When you continue on to the next step of the fax send process, your contact will be added to your address book. The next time you wish to send a fax to this recipient, select the entry from the address book pull-down menu. If your web browser does not automatically enter the information into the fax form, clicking the 'Get Data' button will enter the information. If you make changes to an entry from your address book, but have not yet saved the changes, clicking the 'Get Data' button will revert the entry back to the saved version. Modify an entry in your address book - select the contact from the pull-down menu and make changes to the information that is entered into the contact information fields. When you have finished making changes, select "Update this address book entry with the information provided." When you continue on to the next step of the fax send process, your address book will be updated with the new contact information. Delete a contact from your address book - select the contact from the pull-down menu, and then click the "Delete this entry from my address book" button to delete the entry. 3) Fax Options Select the resolution - Standard mode is fastest and works well for most faxes. Sending faxes in fine mode increases the clarity of the fax when detail is important, but often increases the transmission time of the fax. The cost to send a fax is determined by the length of the fax transmission, so faxes sent in fine mode will often cost more to send. Sending a cover page - If you wish to send a cover page with your fax, check the 'Send Cover Page' box and enter a subject and message text for your cover page. Your recipient's contact information will be displayed along with your subject and message text on the cover page of the fax. If you would like, you may choose to send a cover page with your typed message only, and you may skip next step of attaching a document to fax. Click 'Continue' to proceed to the next step. 4) Attach your document(s) Click the 'Browse' button next to the space for 'File 1'. A file upload window will appear, which allows you to explore your computer's hard drive and select the document you wish to fax. To attach additional documents, repeat for 'File 2' and 'File 3'. You may fax up to three documents at the same time using the web interface. * You can choose to send a cover page only, with message text displayed in the cover page. Make sure the 'send cover page' option was checked in the previous step and enter your message text in the space provided. You do not need to attach a file from your computer if you want to send a cover page only. Click 'Continue'. 5) Review transmission information If all of your fax information is correct, click the 'Send Fax' button at the bottom of the page to send your fax. The message "Your My Mail Professional fax send job has been submitted successfully." will be displayed after clicking the 'Send Fax' button, indicating that your fax has been submitted correctly. You will receive an e-mail from My Mail Professional if there were any problems converting your document to a fax file. Otherwise, the fax will appear in your fax send log, and you will receive an e-mail transmission report when the transmission is finished.

8. How much does it cost to send a fax? Answer: Faxes sent to U.S. fax numbers are billed at a rate of $0.05 per 30 seconds of transmission time. Rates for international faxes (faxes sent to numbers outside of the U.S.) vary depending on the destination of the fax. Click here for a full listing of international fax send rates by country. You must be signed up for a My Mail Professional Lite or My Mail Professional Plus account in order to send faxes. My Mail Professional Free 30-Day Trial users are entitled to send three free faxes with My Mail Professional Send. * Please note - there are several factors that can affect the transmission time of your fax, which in turn affects the cost to send the fax. Please review the related topics below for more information on fax transmission times.

9. Can I get a local or toll-free My Mail Professional number? Answer: We currently have My Mail Professional numbers available in over 100 cities around the United States, as well as toll-free (877) numbers. Local and toll-free fax/voice numbers are available with the My Mail Professional Plus service only. Existing My Mail Professional Plus users can add a local or toll-free number to their My Mail Professional account by logging into the Account Administration section clicking "Add Numbers" under the Upgrade Center heading on the left side of the page. You will then be asked to choose the location of your number and your billing plan (monthly/quarterly/annual). If your local area is not listed on our website, please check back again soon. We are continually expanding our local coverage and may have numbers available in your region in the future.

10. Can I select a custom (vanity) My Mail Professional Fax number? Answer: At this time, you may only select the area code and city of your My Mail Professional Plus fax/voice number. The last 4 digits are randomly assigned from our available pool of numbers. Selection of a custom My Mail Professional number may be available in the future, and we will notify all customers if this feature becomes available.

11. Do callers need to enter a PIN or extension number when dialing my My Mail Professional number? Answer: No. Your My Mail Professional number is just like a regular telephone or fax number. Callers dial your My Mail Professional number and are connected immediately without having to enter a PIN or extension number to reach you.

12. Do you provide technical support or customer service over the telephone? Answer: At this time, we are only able to offer customer support via e-mail, although we are considering the possibility of adding telephone support in the future. However, our goal is to provide you with high-level customer service. All customer e-mails are answered within 24 hours of receipt, although you will usually receive a response right away

13. I am having problems logging into the online Account Administration section. Answer: First check to make sure that you are using the correct username and password to login. You may want to refer back to the welcome letter you received when you signed up for My Mail Professional service. You can also use the 'Lost Password' link on the login page to have your information automatically sent to you. To access this link, click on 'Secure Login' or 'Non-Secure Login' near the bottom left side of the website. If you are still unable to login, please contact My Mail Professional Customer Support and include a description of what happens and any errors you receive when you try to login to your account.

14. What do I use the PIN for? Answer: Your PIN is used to verify your account when dialing in over the phone to check voicemail. The PIN is not used by callers when dialing your My Mail Professional number, and you should not share your PIN with anyone else. To change your PIN, login to the account administration section and click "Receive Settings". Enter your new PIN twice and save the change.

15. I lost my My Mail Professional login password. Answer: If you have lost your login password, click the "Lost Password" link on the login page to have your information automatically sent to you. To access this link, click on 'Secure Login' or 'Non-Secure Login' near the bottom left side of the website. You will be asked to enter your username, and your password will then be e-mailed to the e-mail address registered on your account. If you are still unable to login, please contact My Mail Professional Customer Support and include a description of what happens and any errors you receive when you try to login to your account.

16. Are my fax and voice messages secure? Answer: In general, the fax and voice messages you send and receive via My Mail Professional are secure and will not be viewed by third parties. However, - under certain circumstances, we may be forced to disclose customer fax and voice messages or transmissions to the government or third parties. - My Mail Professional staff may need to access the content of specific customer fax/voice messages and/or e-mails in order to diagnose technical problems that may occur. - it may be possible for third parties to unlawfully intercept or access fax/voice messages as they are being transmitted via e-mail or fax. If you login to the account administration section of the My Mail Professional website using our secure connection, any messages that you view/listen to directly from the account administration section are accessed via a secure SSL connection. Similarly, any faxes you send using the My Mail Professional Web Interface are also uploaded from your computer to My Mail Professional via a secure SSL connection. For more information, please refer to the My Mail Professional Terms of Service and Privacy Policy.

17. Could I receive a virus by receiving faxes and voice messages from My Mail Professional? Answer: Viruses can only be spread by files that run a program directly, such as file attachments with .exe, .vbs and .dll extensions. Documents that can include and run programmable scripts called macros, such as Microsoft Word (.doc) or Excel files (.xls), can also contain viruses. You should always use a virus checker program to scan any file that could contain a virus before opening it, especially if the file was sent to you from an unknown source. My Mail Professional faxes are sent as TIFF files and will have the file extension .tif. TIFF files are simple image files, and do not contain any computer code that can run a program directly, malicious or otherwise. My Mail Professional Voice messages are sent as real audio or wave files, neither of which contain any computer code that can run programs directly.

18. Will my personal information, e-mail address or My Mail Professional fax number be shared with other companies? Answer: Please refer to the My Mail Professional Terms of Service and Privacy Policy.

19. Senders are reporting transmission errors when sending to my fax number. Answer: First, ask the sender to confirm the specific transmission error being returned by the sending fax machine. If the transmission error is a busy signal or no answer, please ask the sender to try sending the fax again, as these errors do sometimes occur are are normal. However, if subsequent attempts to send the fax are not successful, or if the sender is reporting other types of transmission errors, please contact My Mail Professional Customer Support, and indicate the transmission error reported by the sender of the fax.

20. What software program do I use to view faxes and where can I download it? Answer: Multi-page TIFF viewer software is required to view My Mail Professional faxes sent as TIFF files, and Adobe Acrobat Reader is required to view My Mail Professional faxes sent as PDF files. TIFF viewer software - Windows users - We recommend Imaging for Windows from Eastman Software, which is included with Windows 95 (B release), Windows 98, Windows 2000 and Windows NT 4.0. If you are using one of these operating systems, the software should already be installed on your computer. To open the Windows Imaging program, go to your start menu and select Programs, then select Imaging from the Accessories menu. If you are using one of the operating systems listed above and Imaging is not already installed on your computer, you can install it from your original system CDs by using the "add/remove programs" feature in the Windows control panel. To find out what version of Windows 95 you are using, right click once over the 'My Computer' icon on your desktop, and select properties from the pull-down menu. A 'System Properties' window will open up; make sure the 'General' tab is selected. You should see the word "System", with the version of Windows you are using listed below it. If you are using Windows 95 B, the letter B should appear after Windows 95. If not, you do not have the Imaging software installed and you will need to install it. Windows 95 users only - you may download the Imaging software at http://download.microsoft.com/download/win95upg/tool/1.0/W95/EN-US/imginst.exe Windows XP users - Windows XP has the built-in ability to view multi-page TIFF files via its Image and Fax Viewer. The Image and Fax Viewer should automatically launch when you double-click on the TIFF file. Mac users - We recommend receiving your faxes as Adobe Acrobat (PDF) files. You may opt to have your faxes sent to you as PDF files by changing your preferred fax file format in your account "Receive Settings". The Adobe Acrobat Reader can be downloaded for free at http://www.adobe.com/products/acrobat/readstep.html Unix/Linux users - We recommend the Swiftview Unix Plug-in. This plug-in works with Netscape on HP-UX 9+ and Solaris 2.3+ and supports TIFF, PCL and HPGL viewing. More information and software download is available at www.swiftview.com. WebTV users - Web TV users will receive fax attachments as TIFF-F files. TIFF-F files are supported by WebTV Classic and WebTV Plus. Adobe Acrobat Reader (for viewing PDF files) - The Adobe Acrobat Reader can be downloaded for free at http://www.adobe.com/products/acrobat/readstep.html.

21. Questions or Problems Using Third-Party Fax Viewer Software Answer: If you are having problems using a TIFF viewer software product to view your faxes, we recommend that you contact the vendor of the program you are having problems with. If you are having problems using Adobe Acrobat Reader, you can get support at http://knowledge.adobe.com/kanisaesp.asp?AdobeProduct=acrobat_reader

22. How do I open and view the fax I received? Answer: Faxes will arrive at your e-mail address as an e-mail message with an attached file. The attached file is your fax. Most users can just double click on the attachment to open it, which should open your fax up using a TIFF viewer program (for TIF files), or Adobe Acrobat Reader (for PDF files). Depending on which format you have chosen to receive faxes in, you must have either a TIFF viewer program or Adobe Acrobat Reader installed on your computer. You can also open a fax from within the activity log in the account administration section of the My Mail Professional website. Click on the reference number to open up the fax. This feature allows you to access your faxes when you are away from your e-mail, but you must still have the proper software loaded to view faxes in this manner.

23. What is a TIFF file? Answer: TIFF is an acronym for Tagged Image File Format. A TIFF file is an image file, and you need a TIFF viewer program in order to open and view TIFF files. My Mail Professional fax messages are sent to you as TIFF files.

24. I am trying to open a fax, but the wrong TIFF viewer program is launching when I click on a fax attachment to open a fax and view it. Answer: If you're using Windows, you should already have Imaging for Windows installed on your computer. You can do one of three things: 1) If you're using Windows, go to your start menu, up to programs, and to the accessories menu. A program called Imaging should be listed in the accessories menu, and this is the program you need to use to open your TIFF faxes. Instead of trying to open the file directly from your e-mail, try saving it to your hard drive instead. Then, open up the Imaging program from the accessories menu and go to the file -> open menu to open up the fax you've saved. 2) Another alternative is to switch your delivery format to PDF files, which you can open and view with the free Adobe Acrobat Reader, and no other programs will try to open a PDF file. To change your delivery format, login to the account administration section at www.maxemail.com and click on "Receive Settings". Future faxes will be sent to you as PDF files. If you need to download Adobe Acrobat, you can go to http://www.adobe.com/products/acrobat/readstep.html 3) Change your file association settings so that Windows will ask you what application you would like to use the next time you open a TIFF file. The easiest way to do this is to make a modification to your registry, but we don't recommend this option unless you are fairly familiar with the workings of your computer. Here's what to do: 1. Determine the path to and file name of your Imaging for Windows viewer software A. Right Click on the START menu, and choose Explore. B. Explore the Start Menu folder until you locate the shortcut that launches your graphics program. Imaging for Windows is usually in the "Start Menu \|Programs \| Accessories" folder. You should see an icon labeled "Imaging" C. Right Click on the Imaging icon and select Properties D. Make note of the file name and path in the "Target" (maybe also called "Cmd line") field, as we will need this information later. 2. Start REGEDIT by selecting START / Run, type "regedit" without the quotes in the run dialog box, and press OK. Open the HKEY_CLASSES_ROOT folder. Rename the ".tif" folder to "._tif", and the ".tiff" folder to "._tiff". This breaks the association to .TIF files by changing it to ". _TIF" files. If you ever want to restore the previous associations, just delete the new .tif folder and rename the "._tif" folder back to ".tif" (and repeat with .tiff). Close regedit and continue with step 3. 3. Create a new association A. Locate a TIFF (.TIF) file on your computer (like one of your My Mail Professional fax attachments) using Windows Explorer. Double click on the file. B. When you are presented with the "Open With" dialog box, select the Other button, navigate to the file you found in step 1, then select Open and then OK. C. Open Windows Explorer, and choose Options (or Folder Options) from the View pull-down menu. D. Select the File Types Tab E. Locate the TIFF and/or TIF File entry, and select the Edit button. F. In the "Content Type (MIME) field, select or type "image/tiff" G. Select OK H. Select OK. You are now done creating the association Windows ME Users - To set files to open with the application of your choice: 1. While holding down the SHIFT key, right click the file. 2. On the menu, click "Open With", and then choose the application you want to use to open the file. To change the application that's used by default to open a certain type of file, click "Choose program", click the application you want used, and then select the "Always use this program to open these files" check box. Netscape Users - If you are experiencing problems with the wrong Internet browser plug-in launching when you click on your fax attachment, the website www.musicstream.com/navplugs.html has troubleshooting tips and solutions for this problem. To find out what plug-ins are installed on your Netscape browser, click "About Plugins" in the Netscape Help menu.

25. My fax arrived with no attachment. Answer: If a fax arrives with no attached file to open, make sure you don't have any filters or blocks on incoming attachments, or that your e-mail provider does not automatically quarantine all incoming attachments to check for viruses. Then, try re-sending the fax from your activity log in the "Account Administration" section. If the attachment still does not appear with the e-mail, please contact My Mail Professional Customer Support.

26. Why does my fax look blurry or have lines or other distortions? Answer: Occasionally, noise on the line can cause faxes to appear blurred or distorted, since noise interferes with the stream of fax data being transmitted. Vertical lines down the side of the page usually indicate dirt on the scanner of the sending fax machine. However, if many of your faxes from different senders are appearing with unusual distortions or lines, please contact My Mail Professional Customer Support and include the reference number of the fax(es) in question and a description of the problem.

27. Someone sent me a fax, but I did not receive it. Answer: Does the message appear in your My Mail Professional activity log? If so, try re-sending it to your e-mail address from your activity log in the "Account Administration" section. If you still do not receive the message after re-sending it from your activity log, your e-mail provider may be experiencing temporary problems receiving incoming e-mail messages. You can access your faxes directly from the activity log by clicking on the message ID. You can also forward the message(s) to an alternate e-mail address using the "Forward messages" feature from your log of received messages in the account administration section of the My Mail Professional website. The message should then be delivered to the new e-mail address you entered. If the message does not appear in your activity log, it was not received by the My Mail Professional system and you will need to ask the sender to re-send it. First confirm that the sender has dialed your My Mail Professional number correctly and that no transmission errors were reported by the sending fax machine.

28. Can I receive faxes from Fax on Demand services (FOD)? Answer: There are two types of FOD services - one call and two call. With the one call system, you dial the FOD service from your fax machine, request your document, and then the FOD service faxes it back to you on that same call. This type of system will not work with your My Mail Professional Fax number. The two call system is more common. With a two-call FOD system, you call in, request the document, enter your fax number and hang up. The FOD then processes the request and faxes your document to the fax number entered, but on a separate call. You should not have any problems requesting FOD documents from a two-call system.

29. Imaging for Windows prints all my faxes as black pages. Answer: Please visit the following links to view Microsoft technical support documents that explain how to fix this issue: http://support.microsoft.com/default.aspx?scid=kb;EN-US;q189764 or http://support.microsoft.com/default.aspx?scid=kb;en-us;Q165060

30. I am using Windows XP and am unable to open My Mail Professional faxes sent as PDF files. Answer: We believe there is a compatibility issue between the version of Adobe Acrobat Reader that is shipped with Windows XP and the PDFs that are generated by the My Mail Professional system. In our tests, the version shipped with XP isn't able to view My Mail Professional PDF files. Downloading and installing Adobe Acrobat Reader version 5.0 seems to fix the problem. The software can be downloaded at http://www.adobe.com/products/acrobat/readstep2.html

31. What is a PDF file? Answer: PDF stands for Portable Document Format, which is a type of document developed by Adobe. From the Adobe website, The Adobe PDF "is a universal file format that preserves all the fonts, formatting, graphics, and color of any source document, regardless of the application and platform used to create it. Adobe PDF files are compact and can be shared, viewed, navigated, and printed exactly as intended by anyone with free Adobe Acrobat® Reader® software." The Adobe Acrobat Reader is simple to download, install and use, and receiving faxes as PDF files is a convenient alternative if you prefer not to receive faxes as TIFF files.

32. How do I change the delivery format for my faxes? Answer: You can choose to have your faxes delivered as either TIFF or PDF files. When you sign up, the default delivery format is TIFF. You can change the delivery format by logging in to the account administration section and clicking "Receive Settings".

33. What is the CSID? Answer: CSID stands for Called Station ID. When someone sends a fax to your My Mail Professional number, the CSID is displayed on the sending machine's display screen. You can configure your CSID to be your name, company name or a valid fax number in the Receive Settings area of the account administration website. Your default CSID is set as your My Mail Professional number.

34. How do I dial my My Mail Professional number? Answer: Callers dialing your My Mail Professional number from outside of the area code of your My Mail Professional number will need to dial the number as a regular long-distance call, using 1 plus the 10-digit number. Callers within the same area code as your My Mail Professional number will need to follow local dialing instructions to reach your My Mail Professional number. However, local dialing conventions may vary from region to region, so please contact a telephone operator or your local telephone service carrier if you need specific local dialing instructions.

35. I am unable to connect to my My Mail Professional number when dialing it. Answer: If you dial your fax number and hear busy signals, dead air, or an operator message, your telephone service carrier may be having problems connecting to your fax number. To test this, you can try dialing your fax number through one of the other 10-10 providers (10-10-333 is the code for Sprint - dial the code followed by 1 + the 10 digit fax number). If you are able to connect to your fax number using an alternate telephone carrier, please contact your regular telephone carrier to make them aware of the problem. We ask that you also report the problem to My Mail Professional Customer Support. Please include the number you are dialing from, and the name of your telephone service carrier. If dialing your My Mail Professional Fax number through an alternate carrier does not work, please contact My Mail Professional Customer Support. If you dial your fax number and hear the recording 'the My Mail Professional number you have reached is not in service', your fax number is not active. Please contact My Mail Professional Customer Support for help. If you dial your fax number and hear the recording 'the My Mail Professional subscriber is not available to take your call', this means that the voicemail feature is active on your account and the default greeting is being played to your callers. You can either disable the voicemail feature in the account administration section, or you can record your own personal voicemail greeting.

36. Who can dial my toll-free My Mail Professional number? Answer: Your toll-free number can be reached from most US telephone numbers (including Alaska and Hawaii), although calls originating from payphones are restricted. Calls from international numbers are also restricted, which includes Puerto Rico, the Virgin Islands and Canada. Upon request, we can open up My Mail Professional toll-free numbers to accept calls from Canada. The charge for this is $0.20 per fax page, per voicemail or per administrative dial-in call, regardless of where the call originates. Please contact My Mail Professional Customer Support for more information.

37. Can I forward calls from my regular fax or voice line to my My Mail Professional number? Answer: Call forwarding from your regular fax or phone line to your My Mail Professional fax/voice number is a service available from your local telephone service carrier. You can choose to have all calls forwarded to your My Mail Professional number, or you can have calls forwarded only when your primary line is busy or does not answer. Please contact your phone company for information about set-up procedure and fees for this service.

38. I received a fax/voicemail meant for someone else. Answer: Your My Mail Professional number has been assigned only to you, and has not been assigned to any other person. Wrong numbers/misdials are a normal part of any telecommunications service and you should expect to receive a few unwanted messages. If you received a fax or voicemail meant for someone else, the sender of the message most likely mis-dialed the intended fax number and reached your My Mail Professional number by mistake. If you continue to receive messages not meant for you, try contacting the sender of the fax/voicemail to inform him or her of the mistake.

39. I received an unsolicited junk fax. Answer: My Mail Professional does not sell or make our list of fax numbers available to anyone. However, there are fax blast companies who have special equipment that can dial hundreds of fax numbers per minute and record which of these numbers answer as fax tones. These confirmed fax numbers then end up on fax blast lists that are sold to fax broadcasters worldwide. Because My Mail Professional most numbers are in sequential groups, it is fairly easy for these mass dialing programs to find and confirm them as active fax numbers through these dialing techniques. If you'd like more information about how to register a complaint against the senders of junk faxes, please visit the Federal Communication Commission's consumer information page, located at http://www.fcc.gov/cib/consumerfacts/Nofaxes.html

40. I received a fax from 'unknown sender'. Answer: If a fax is listed as being from an 'unknown sender', this means that the sender has not programmed his or her identity into the sending fax machine. The My Mail Professional system does not use caller ID to identify the sender of a fax, and relies on information programmed into the sending fax machine by it's owner. If the sender of a fax has not programmed any identifying information into his or her fax machine, My Mail Professional will record the sender as unknown. Most legitimate businesses will program a fax number or business name to identify the sender of the fax. Faxes listed as 'unknown sender' are usually junk advertising faxes, although this is not always the case.

41. Can I still receive faxes with the voicemail feature activated? Answer: You can receive both fax and voice messages on your My Mail Professional number when your account is configured to accept faxes and voicemail. When a fax comes in, My Mail Professional will automatically detect a fax call and switch into fax mode to receive the fax.

42. How do I view a log of faxes and voice messages received on my My Mail Professional number? Answer: To view the log of faxes and voice messages received on your My Mail Professional number, log in to the Account Administration section of the My Mail Professional website. Once you have logged in, click 'Activity Log' under History on the left side of the page. Select your My Mail Professional number from the pull-down list to display your fax activity. This activity log will display a log of fax and voice messages received on your My Mail Professional number.

43. How do I re-send and delete faxes and voice messages from my activity log? Answer: Log in to the Account Administration section of the My Mail Professional website and click 'Activity Log' under History on the left side of the page. Select your My Mail Professional number from the pull-down list to display your fax activity. This will display a log of fax and voice messages received on your My Mail Professional number. Select messages by checking the box to the right of the message you wish to re-send or delete. When you have selected your messages, click the re-send or delete button at the bottom of the page. Re-sent faxes will be delivered to your e-mail address within a few minutes.

44. How do I change the e-mail address my faxes and voicemails are sent to? Answer: Log in to the Account Administration section of the My Mail Professional website. Your Main Profile is displayed after you login, but the e-mail address displayed in the Main Profile is your contact address only. To change your delivery e-mail address, click on the "Delivery Options" link on the left side of the page and change the e-mail address in this section. Remember to save any changes when you are finished. To add additional delivery e-mail addresses to your account, click 'Delivery Options' on the left side of the page. If you have more than one My Mail Professional number on your account, select the My Mail Professional number that you wish to modify settings for from the pull-down list. The field labeled 'Destination 1' is the primary delivery address for your account. To change this address, enter the new e-mail address in the primary destination field. Additional delivery e-mail addresses may be entered into spaces 2-5. Finish by clicking 'Save Changes'. If you have multiple numbers and would like to apply the new settings to all numbers on your account, click the checkbox above the save button to apply the changes to all of your numbers.

45. How do I send a fax using my e-mail software? Answer: 1) Create a blank message using your e-mail software 2) Address your fax Enter your fax recipient's contact information in the "To" field of the e-mail message. You can simply use the recipient's fax number, or you can also include your recipient's name. To send a fax using only your recipient's fax number, type the fax number into the "To" line as you would dial it long distance from the USA, followed by @maxemailsend.com. Do not include any prefix you normally dial to get an outside line (such as 9). For example, to send a fax to a fax number in the United States, the "To" line of your e-mail should be addressed as follows: 18005551234@maxemailsend.com To send a fax to a number outside the United States, enter the number as if you were dialing the call from the US, beginning with 011 plus the country code you are sending to, followed by the fax number. To include your recipient's name on your fax, address the "To" line as follows: John Smith <18005551234@maxemailsend.com> faxnumber@maxemailsend.com must be enclosed in < > when including recipient name in the "To" line for most e-mail programs. 3) Add a cover page to your fax (optional) Enter a subject for your fax in the subject line of the e-mail. Information contained in the subject line will be displayed as the "Re:" portion of the cover page. Any text you type in the body of the email message will be placed on the cover page. If your email software adds a signature file to your e-mail messages, that signature will be included on the cover page of faxes you send out. To prevent your e-mail signature file from being sent out on the cover page of your fax (and to prevent unwanted cover pages from being sent out), type the command {NOCOVERPAGE} into the subject line or body of the e-mail. *Note - if you type a subject line, but do not type anything into the body of the e-mail message, no cover page will be sent out, and the text in the subject line will not be displayed anywhere on your fax. 4) Attach your fax Using the "Attach" feature of your e-mail software, attach the file(s) that you wish to fax. You may attach up to three files per e-mail. If you do not wish to attach a file to fax, you can send a cover page only as described in step 3. The My Mail Professional Send system currently supports the following file attachments: .doc, .xls, .txt, .pdf, .tif, .html, .htm, .gif, .jpg, .pub, .rtf, .bmp, .wps, .wpd, .cpy, .efx., xif, .pcx, .dcx, .fxd, .fxm and .fxs. 5) Transmission Resolution Standard resolution is the default resolution setting. If you wish to send your fax in fine mode, type the following command as the first line in the body of the e-mail or in the subject line of the message: {fine} Using the standard mode results in the fastest transmission time and works well for most faxes. Sending faxes in fine mode increases the clarity of the fax when detail is important, but often increases the transmission time of the fax. The cost to send a fax is determined by the length of the fax transmission, so faxes sent in fine mode will often cost more to send. 6) Check your message for accuracy Check to make sure you have entered all of your information correctly. Remember, any text you type in the body of the email message will sent out as a fax cover page, so if you do not want to send a cover page, make any signature files are disabled and that there is no unwanted text in the body of the e-mail message. 7) Send the message If there were any problems converting your document to a fax file, you will receive an e-mail from My Mail Professional listing the names of the files that we were not able to process. Otherwise, the fax will appear in your fax send log, and you will receive an e-mail transmission report when the transmission is finished. How to send faxes via e-mail using a different e-mail addresses: You may send faxes via e-mail from up to 5 different e-mail addresses. The e-mail address listed in the main profile section of your account is automatically used as your primary sending address. You may enter 4 additional e-mail addresses by logging into the Account Administration section and modifying your Fax Send settings.

46. Why did my fax take so long to transmit? Answer: The transmission speed of your fax can be affected by several factors: Document length and complexity - The more black and white variations on your fax page, the longer it will take to send your fax. If your fax contains large amounts of text and/or complex graphics, it will take longer to send than a simple document. This also applies to faxes containing gray-scale shading or backgrounds. Gray-scale consists of thousands of tiny black/white variations, each of which are transmitted by fax as separate pieces of data. The increased amount of data to be transmitted with gray-scale increases the time needed to send the fax. Phone Line quality - A poor connection or noise on the telephone line will slow down a fax transmission. In some cases, the transmission can be cut off partway through sending the fax, and the fax must be re-tried. You are charged for any time spent connected to the receiving fax machine, even if the fax requires multiple attempts to send. Resolution - If you selected the 'fine' transmission mode when you sent your fax, it may take longer to transmit than a fax sent using the standard mode of transmission. Sending faxes in fine mode increases the clarity of the fax when detail is important, but standard mode is faster and works well for most faxes. Modem Speed - The My Mail Professional system is configured to send at the fastest possible transmission speed. However, if the receiving fax machine is an older Group 3 fax machine or is experiencing other problems, transmission speeds may drop to 9600bps or less.

47. Why did I receive an e-mail telling me that my e-mail address is not registered with My Mail Professional? Answer: If you are a registered My Mail Professional user, please make sure that you are sending from an e-mail address that is registered on your My Mail Professional account. You may send faxes from up to 4 additional e-mail addresses. To add additional e-mail addresses to your My Mail Professional account, login to the Account Administration section using your username and password. The e-mail address listed in your main profile is used as your primary sending address. To enter additional e-mail addresses, click on "Send Settings", and remember to save the changes when you are finished. If you are not a registered My Mail Professional user, please click here to sign up for service.

48. Can I send a fax to more than one fax number at a time? Answer: When sending faxes using the My Mail Professional Web Interface, you may only fax to one recipient at a time. When sending faxes manually using your e-mail software, you may send to multiple fax numbers at the same time by entering each fax number on a separate "to" or "cc" line. Each fax number must be in the format of faxnumber@maxemailsend.com (ex. 18005551212@maxemailsend.com). If you are sending to a large group of recipients, we recommend that you break your broadcast up into smaller groups of 100 fax numbers per e-mail, rather than sending out a large broadcast all at once.

49. Can I fax more than one document at a time? Answer: When sending faxes using either the My Mail Professional Web Interface your e-mail software, you may fax up to three documents at the same time.* Multiple documents sent using the web interface will be faxed out in the order listed on the website. Multiple documents sent via e-mail will be faxed out in the order they were attached to the e-mail message. Documents sent using either method are faxed out as a single fax document in the same call.

50. What is the difference between sending a fax in 'Standard' and 'Fine' mode? Answer: Sending faxes in fine mode increases the clarity of the fax when detail is important, but often increases the transmission time of the fax. The cost to send a fax is determined by the length of the fax transmission, so faxes sent in fine mode will often cost more to send. Standard mode is faster and works well for most faxes.

51. How to Read Your My Mail Professional Send Log in the Account Administration Section Answer: Login to the Account Administration section and click on "Activity Log" listed under "History" on the left side of the page. Select "Fax Send Log" from the pull-down menu. The log will list the date, time, reference number, number of pages, recipient fax number, status and charge for each fax sent from your account. Click on the status link for a particular fax to view further details, such as the number of calls made to complete the transmission (if errors were encountered), duration of each call, etc.

52. How to Read the E-mail Transmission Report Answer: After your fax is finished transmitting, you will receive a transmission report via e-mail detailing the status of your fax. The first part of the transmission report is a brief summary of your fax: Job ID - fax send submission are characterized as jobs. If your fax was sent to multiple recipients in the same e-mail or web send submission, all faxes in that job will be listed under one job ID in the transmission report. Pages - number of pages in your fax document Attempted Recipients - number of recipients on your fax address list for that job Delivered Faxes - number of recipients who actually received your fax Failed Faxes - number of recipients who did not receive your fax Total Charge - total charge for the fax The second part of the transmission report is a listing of each fax number on your recipient list for that job, the number of pages successfully delivered, the total transmission time to that fax number (including multiple attempts), the number of calls made to send the fax (if multiple attempts were needed), whether or not the fax was successful, and the total charge to send to that fax number. The third part of the transmission report is a detail listing of the call attempts to each fax number. If multiple attempts were needed to send the fax, you can view the reason any calls failed. The date and time of each call made is listed, as well as the number of pages, status and charge for each call.

53. Why is my fax listed as 'Transmitting' in my fax send log? Answer: A status of 'Transmitting' in your fax send log means that the fax is being sent. After the transmission is finished, the fax will be listed as 'complete' in your fax send log. A fax may have a status of 'Transmitting' for several minutes if the receiving fax machine does not answer the call or the number is busy. If busy signals are encountered, My Mail Professional will re-try the fax every 5 minutes for a maximum of 10 attempts. For most other non-fatal errors (no answer, etc.), My Mail Professional will re-try every 5 minutes for a maximum of 5 attempts. Fatal errors, such as 'not answered by a fax', 'number not in service', etc. will not be re-tried. Your fax will be listed as 'Transmitting' until the fax has been successfully delivered or the call is aborted. Complete details of your fax transmission, including number of attempts and any transmission errors, will be sent to you in an e-mail report when transmission is finished.

54. Why is my fax listed as 'Error' in my fax send log? Answer: Faxes listed as 'Error' were not delivered because a transmission error occurred while sending the fax. Complete details of your fax transmission will be sent to you in an e-mail transmission report after the last attempt is made to send your fax. The report includes the number of attempts made to send the fax and a description of the transmission errors. Common transmission errors include 'Not answered by a fax machine', 'busy signal', 'no answer', 'receiving machine out of paper', etc. If busy signals are encountered, My Mail Professional will re-try the fax every 5 minutes for a maximum of 10 attempts. For most other non-fatal errors (no answer, etc.), My Mail Professional will re-try every 5 minutes for a maximum of 5 attempts. Fatal errors, such as 'not answered by a fax', 'number not in service', etc. will not be re-tried.

55. How many times is my fax attempted if a transmission error occurs? Answer: Common transmission errors include 'Not answered by a fax machine', 'busy signal', 'no answer', 'receiving machine out of paper', etc. If busy signals are encountered, My Mail Professional will re-try the fax every 5 minutes for a maximum of 5 attempts. For most other non-fatal errors (no answer, etc.), My Mail Professional will re-try every 5 minutes for a maximum of 5 attempts. Fatal errors, such as 'not answered by a fax', 'number not in service', etc. will not be re-tried.

56. I sent a fax, but the recipient has not received it. Answer: If the fax is listed as 'Complete' in your fax send log, the My Mail Professional Send system received a confirmation signal from the receiving fax machine indicating that the fax was successfully received. After the confirmation signal is received, the call is terminated and My Mail Professional records the transmission as successful. If the recipient did not receive the fax, first make sure that you entered the correct fax number. If the fax was sent to the correct number, someone other than your intended recipient may have removed the fax from the receiving fax machine, or the receiving fax machine may have experienced a problem. You will need to re-send the fax. If the fax you sent is not listed in your fax send log at all: Customers sending faxes via e-mail - check your e-mail 'sent' folder to make sure the message was sent out. While viewing the message in the 'sent' folder, check the 'to' line of the e-mail, to make sure your fax was addressed properly to faxnumber@maxemailsend.com. If the fax was properly sent into the My Mail Professional Send system, check your e-mail inbox to see if you received an e-mail from My Mail Professional indicating that there were problems converting your document(s) to a fax file. Customers sending faxes from the My Mail Professional website - If the message "Your My Mail Professional fax send job has been submitted successfully." was displayed when you clicked the 'Send Fax' button, your fax has been submitted correctly. You will receive an e-mail from My Mail Professional if there were any problems converting your document to a fax file. Otherwise, your fax will appear in your fax send log, and you will receive an e-mail transmission report when the transmission is finished. For further assistance, please contact My Mail Professional Customer Support.

57. Why did my recipient receive pages of junk text instead of the fax I sent? Answer: My Mail Professional may have had a problem converting your document into a fax format. Please contact My Mail Professional Customer Support for assistance, and include the reference number of the fax in question. The reference number can be found on the e-mail transmission report you received or in your fax send activity log.

58. Can I use my e-mail address book when sending faxes via e-mail? Answer: You can use your e-mail address book to quickly address faxes to individuals and groups when sending faxes manually via e-mail. When making entries in your e-mail address book, enter the contact information as usual, but enter the e-mail address as faxnumber@maxemailsend.com instead of the person's regular e-mail address. You may want to create a separate category in your address book for fax numbers, or enter the contact's name in your address book as "Joe Smith's Fax Number" to avoid sending regular e-mails to your contact's fax number by mistake. If you enter your contact's name in your e-mail address book, it will appear on the fax header as the "To:" name.

59. Can I use My Mail Professional Send to send to a voice-answered fax system or a combination phone/fax line? Answer: The My Mail Professional Send system can send to most automatic answering machine/fax machine systems. When the call is connected, the My Mail Professional system immediately sends out a special tone, indicating that a fax is being sent. Most answering machine/fax machine systems can detect this tone and switch into fax mode to receive the fax. If the receiving system cannot detect this tone and switch into fax mode, My Mail Professional will record the call as a 'voice answer' and will not attempt to send the fax again. My Mail Professional is not able to send to a fax number that is first answered by a human and manually connected to a fax machine.

60. My Fax Send log shows that my fax was sent more than once, but I only sent it one time. Answer: If you are using Microsoft Outlook or Outlook Express, you may notice that faxes sent out via e-mail are occasionally sent more than one time. This is caused by a problem with the e-mail software, not with the My Mail Professional Send service. The Microsoft e-mail software will at times randomly generate 2-3 copies of an outgoing e-mail and send out all copies of the message, even though the message only appears in your e-mail "Sent" box one time. We believe that this occurs when the Microsoft e-mail software is unable to determine what format to send the message in (plain text, rich text, or both), so copies are sent out in multiple formats. However, we have not been able to confirm this with Microsoft. At this time, there is no way for My Mail Professional to screen for and filter out duplicate messages of this nature. Each duplicate message generated by the e-mail software is assigned a unique message ID number, so the My Mail Professional system is unable to differentiate duplicate e-mails from legitimate faxes. If you have experienced this problem, we recommend that you either use the My Mail Professional web interface to send faxes, or use a different e-mail software package to send faxes via e-mail.

61. Can I send a broadcast fax with My Mail Professional Send? Answer: Yes. You can use the regular My Mail Professional system to send broadcast faxes. If you are going to use the service for sending faxes only, we recommend the My Mail Professional Lite service plan. Using this system, faxes are sent out from your PC via e-mail. You create an e-mail on your PC, address it to faxnumber@maxemailsend.com, attach the document you wish to fax, and sent it out. If you have a system that can generate and address these e-mails automatically, or if you can import the fax numbers into your e-mail address book, this option would be ideal for sending out a large broadcast. We recommend that you limit the recipient list to 150 fax numbers per e-mail, so you may need to break your broadcast up into several groups.

62. Can I send password-protected files through My Mail Professional Send? Answer: We are unable to process password-protected documents. You will need to remove all password protections before submitting your document to the My Mail Professional Send system.

63. Can I send legal-sized faxes with My Mail Professional Send? Answer: Yes, you can send legal-size faxes when sending faxes via e-mail. Type the following command into the subject line or body of your e-mail message when sending the fax: {LEGAL} Using this command will format your fax document to the proper size.

64. Can I bypass the My Mail Professional-generated coverpage? Answer: Yes, you can bypass the My Mail Professional-generated coverpage. Normally when sending faxes via e-mail, any text that you type into the body of the e-mail will be sent out as text on the My Mail Professional coverpage. Text (.txt) documents that you attach to the e-mail separately will not be sent as part of the My Mail Professional cover sheet. There are two ways to bypass the My Mail Professional coverpage: 1. Avoid typing anything into the body of the e-mail message, which includes signature files. To disregard any text in the body of the e-mail, type the command {NOCOVERPAGE} into the subject line or body of the e-mail. 2. To send out text in the body of the e-mail on a separate page without the My Mail Professional formatted coverpage, type the command {SKIPCOVERPAGE} into the subject line or body of the e-mail. This will take the text from the body of the e-mail and send it out as a regular page that does not contain the My Mail Professional logo or pre-formatted cover page fields. This feature is useful if you would like to use the body of your e-mail message to create your own coverpage. If you are sending faxes via our Web Interface, you cannot use the above commands. To skip the My Mail Professional coverpage, do not check the "Send Cover Page" box. You may attach text files using the Web Interface, and these text files will be sent out without the My Mail Professional cover sheet.

65. Can I include an internal reference number on my faxes? Answer: Yes, you can include an internal reference number on faxes that you send out with My Mail Professional Send. This reference number will then appear in the fax transmission reports that you receive via e-mail. In the body of the email message, or in the subject line, you can include the following key tag: {ref=xxxxxxxxxx} where xxxxxxxxxx is the reference code that you want to have reported back to you on the send confirmation. It can be up to 40 characters and can include spaces if you'd like. The text in the brackets will not appear anywhere on the fax that is sent out. When you see the email confirmation, you'll notice that the xxxxxxxxx will be appended to the JobId with a - prepending the xxxxxxxxxx. For example, if you send a message without a ref in it, your conf might read something like: ================================================== Maxemail Send Job Confirmation For Job ID 12345678 ================================================== Job Information Maxemail Job ID : 12345678 Number of Pages : 003 Recipient Count : 1 Total Charges : 0.10 ........ However, if you send one with a {ref=this is the reference string}, your conf should read: ================================================== Maxemail Send Job Confirmation For Job ID 12345678-this is the reference string ================================================== Job Information Maxemail Job ID : 12345678-this is my reference string Number of Pages : 003 Recipient Count : 1 Total Charges : 0.10

66. What file types can I send with My Mail Professional Send? Answer: The My Mail Professional Send system currently supports the following file attachments: .doc, .xls, .txt, .pdf, .tif, .html, .htm, .gif, .jpg, .pub, .rtf, .wps, .wpd, .cpy, .efx., xif, .pcx, .dcx, .fxd, .fxm and .fxs.

67. What is the TSID? Answer: TSID stands for Transmitting Station ID. When you send a fax, your TSID is broadcast out to the receiving fax machine. The TSID will be displayed on the receiving machine's display screen, and the receiving machine may also stamp your TSID onto the header of your fax as it is received. You can configure your TSID to be your name, company name or a valid fax number in the Send Settings area of the account administration website. Your default TSID is set as your My Mail Professional number.

68. Can I turn off e-mail transmission reports or receive reports for failed transmissions only? Answer: Yes. Login to the account administration section and click "Send Settings" to change your delivery confirmation settings.

69. Can I specify where e-mail transmission reports are delivered? Answer: Yes. You can choose to have e-mail transmission reports sent to both the billing contact and the sender of the fax, the billing contact only, the sender of the fax only, or not at all. The billing contact is the e-mail address listed in your main profile. To make changes to your delivery confirmation settings, login to the account administration section and click "Send Settings".

70. I am receiving an error message from My Mail Professional stating that the file "winmail.dat" could not be processed for sending. Answer: When e-mail is sent out via Microsoft Outlook or Outlook Express, it is sent out in Microsoft's proprietary format, which is winmail.dat. A winmail.dat file will include your text e-mail, any attachments, formatting, etc. and can be opened and read only by someone else using Outlook or Outlook Express. Usually, you can solve this problem by setting up your e-mail software to send messages out as plain text. This problem will also occur for people who send e-mail through a Microsoft Exchange e-mail server, and configuring your e-mail software to send messages as plain text may not solve the problem in this case. For more information about this issue, please visit the Microsoft Knowledge Base article at http://support.microsoft.com/default.aspx?scid=kb;EN-US;q241538 or contact Microsoft technical support for information on how to disable this formatting for your version of Outlook or Outlook Express.

71. How does My Mail Professional Voicemail work? Answer: You can configure your My Mail Professional account to receive both fax and voice messages, or you can configure your account to receive voicemail only. When callers dial your My Mail Professional number, a default voice greeting is played, or you can record a custom voice greeting. If you have both voicemail and fax activated, the caller will then be instructed to press 1 to leave a voice message. If a fax call comes in, My Mail Professional will automatically detect the incoming fax and switch into fax mode. Voice messages are delivered to your e-mail address as file attachments, and you can choose to receive your voice messages as Real Audio or wave files. The default setting is Real Audio, but if you'd like to switch to wave, you can do so by logging into the account administration section and clicking on "Receive Settings". You can also dial in to your My Mail Professional number to listen to voice messages and check for new faxes over the telephone.

72. How do I activate/disable the voicemail feature? Answer: Login to the Account Administration section and click on 'Receive Settings' on the left side of the page. If you have more than one My Mail Professional number on your account, select the My Mail Professional number that you wish to modify settings for from the pull-down list. To activate voicemail, select Answer As: 'Voicemail and Fax' or 'Voicemail Only' from the pull-down menu. To disable voicemail, select 'Fax Only'. Click 'Save Changes' to save settings. If you have multiple numbers and would like to apply the new settings to all numbers on your account, click the checkbox above the save button to apply the changes to all of your numbers.

73. How do I open and listen to voice messages on my computer? Answer: Voice messages will arrive at your e-mail address as an e-mail message with an attached file. The attached file is your voice message. Most users can just double click on the attachment to open it, which should open your voice message up using an audio player program you have installed on your computer. You can also open a voicemail from within the activity log in the account administration section of the My Mail Professional website. Click on the reference number to open up the voicemail. This feature allows you to access your voicemail when you are away from your e-mail, but you must still have the proper software loaded to listen to voicemail in this manner.

74. What software program do I use to listen to voice messages on my computer and where can I download it? Answer: Windows Real Audio (.ra) - We recommend RealPlayer from RealNetworks. If you do not already have this software, you can download the free RealPlayer 8 Basic software at www.real.com/player/index.html. Wave (.wav) - We recommend using the Windows Media Player to listen to wave files. If you do not already have this software installed on your computer, you can download it for free at www.microsoft.com/windows/windowsmedia/en/default.asp. Mac Real Audio (.ra) - We recommend RealPlayer from RealNetworks. If you do not already have this software, you can download the free RealPlayer 8 Basic software at www.real.com/player/index.html. Wave (.wav) - We recommend Apple QuickTime. If you do not already have QuickTime loaded on your computer, you can download it for free at www.apple.com/quicktime/download/. Unix Real Audio (.ra) - The following link provides information on open source real audio players for several types of Unix - http://proforma.real.com/real/player/unix/unix.html. Intel-based Linux users can download rp8_linux20_libc6_i386_cs1.bin Wave (.wav) - We recommend XMMS, a X-Windows based program that comes with RedHat 7. WebTV Real Audio (.ra) - Web TV supports most versions of Real Audio, so there is no need to download the player. The latest upgrade for WebTV includes additional versions of Real Audio. Wave (.wav) - The latest upgrade for WebTV includes support for Windows Media Player, which allows you to listen to wave files.

75. Questions or Problems Using Third-Party Audio Player Software Answer: If you are having problems using an audio player software product to view your faxes, we recommend that you contact the vendor of the program you are having problems with.

76. I am trying to open a voice message, but the wrong program is launching when I click on a voice message attachment to open the message and listen to it. Answer: Try choosing the save option instead of the open option when you click on the file attachment. This will save the file to your computer's hard drive instead of opening it directly. Open up your audio player software separately and then open the voice message from within the audio player software by selecting "Open" from the File menu in the audio player program. If you would like to set up your computer to automatically open audio files using a certain audio player program, please contact the vendor of the audio player for help in getting your file association settings configured correctly. Windows ME Users - To set files to open with the application of your choice: 1. While holding down the SHIFT key, right click the file. 2. On the menu, click "Open With", and then choose the application you want to use to open the file. To change the application that's used by default to open a certain type of file, click "Choose program", click the application you want used, and then select the "Always use this program to open these files" check box. If you are a Netscape user experiencing problems with the wrong Internet browser plug-in launching when you click on your voice message attachment, the website www.musicstream.com/navplugs.html has troubleshooting tips and solutions for this problem. To find out what plug-ins are installed on your Netscape browser, click "About Plugins" in the Netscape Help menu.

77. I am unable to open the voicemail attachment or I get an error when I try to open the attachment. Answer: First, try re-sending the message from your activity log in the Account Administration section of the My Mail Professional website. If you are still unable to open the attachment after re-sending it, please contact My Mail Professional Customer Support with the reference number of the message and a description of the problem.

78. My voice message arrived with no attachment. Answer: If a voice message arrives with no attached file to open, make sure you don't have any filters or blocks on incoming attachments, or that your e-mail provider does not automatically quarantine all incoming attachments to check for viruses. Then, try re-sending the message from your activity log in the "Account Administration" section. If the attachment still does not appear with the e-mail, please contact My Mail Professional Customer Support.

79. How do I record or change the voicemail greeting that is played for my callers? Answer: Record a new custom greeting: 1. Dial your My Mail Professional number 2. When you hear the standard greeting, press the * key 3. Enter your PIN and press # to access the main menu 4. Press 4 to change account options 5. Press 1 to change greeting 6. Press 1 to record a new greeting 7. Record your new greeting. Press # when you are finished or * to cancel. 8. Your greeting will be played back for your review 9. Press 1 to save this greeting or press 3 to erase it 10. To enable your new greeting press 1. To save the greeting for later use and continue to play the standard greeting, press 2 Choose between your custom recorded greeting and the standard My Mail Professional greeting: 1. Dial your My Mail Professional number 2. When you hear the greeting, press the * key 3. Enter your PIN and press # to access the main menu 4. Press 4 to change account options 5. Press 2 to select greeting type 6. Press 1 to select custom greeting or press 2 to select your My Mail Professional number

80. How do I dial in and listen to my voice messages and review my faxes over the telephone? Answer: 1. Dial your My Mail Professional number 2. When you hear the greeting, press the * key 3. Enter your PIN and press # to access the main menu Note - you may press the * key at any time to exit an option and return to the previous menu Listening to voice messages: Follow steps 1-3 above Press 1 to review your voice messages Options after listening to a voice message: Press 1 to save and go to the next message Press 2 to forward a message to another My Mail Professional number Press 3 to erase a message Press 4 to replay a message Press 5 to jump to a specific date Reviewing faxes: Follow steps 1-3 above Press 2 to review your faxes Press 1 to save a message Press 2 to forward a fax to another fax number * Press 3 to erase a fax Press 4 to replay a message Press 5 to jump to a specific date * Please note - My Mail Professional Send charges apply for forwarding faxes to another fax number from the voicemail system.

81. What is the difference between a real audio (.ra) and a wave file (.wav)? Answer: Real Audio files are more compressed and smaller in size than wave files, although both are standard, popular sound file formats.

82. Is there an extra charge for the voicemail feature? Answer: There are no extra charges for using the voicemail feature, unless you are receiving voice messages on a toll-free My Mail Professional number. Voice messages received on a toll-free My Mail Professional number are $0.10 each, and you are charged $0.10 each time you dial in to a toll-free My Mail Professional number to listen to voicemail or perform administrative functions.

83. How do I change my VoiceMail PIN? Answer: Your PIN is used to verify your account when dialing in over the phone to check voicemail. The PIN is not used by callers when dialing your My Mail Professional number, and you should not share your PIN with anyone else. To change your PIN, login to the account administration section and click "Receive Settings". Enter your new PIN twice and save the change.

84. Someone left me a voicemail, but I have not received it. Answer: Does the message appear in your My Mail Professional activity log? If so, try re-sending it to your e-mail address from your activity log in the "Account Administration" section. If you still do not receive the message after re-sending it from your activity log, your e-mail provider may be experiencing temporary problems receiving incoming e-mail messages. You can access your voicemail directly from the activity log by clicking on the message ID. You can also forward the message(s) to an alternate e-mail address using the "Forward messages" feature from your log of received messages in the account administration section of the My Mail Professional website. The message should then be delivered to the new e-mail address you entered. If the message does not appear in your activity log, it was not received by the My Mail Professional system and you will need to ask the sender to re-send it. First confirm that the sender has dialed your My Mail Professional number correctly.