In some cases, faxes will not be visible in a user's personal history. This happens when a user is not assigned to the inbound fax number at the time of delivery.
Owner or Admin users on the account have the ability to filter on the account level to view and retrieve these faxes that were not routed to a user's history.
To locate these faxes follow the steps outlined below:
Open the Documo web portal and navigate to the History section. From this page, select the more filter options on the right side of the page.
On this page, you will see new filter options. Locate the User field and remove your user email address by selecting the ‘x’ to the right of the email. Once this is done, select ‘filter’ and then the history will populate results for the entire account rather than your personal history.
Note: If you are trying to locate faxes in a subaccount or a department, please make sure the correct account is selected in the account field. This can be done by clicking on the account field, and either typing in the name of the account or department, or the account number associated with it.
If you need to have the fax visible for the desired user, you will first want to make sure the user is now assigned to the number. A link to the article is provided here on how to do that.
Once the user is assigned, simply select the three dots beside the fax in question and select the forward/resend option. You can resend the fax to the number after assignment of a user and it will create a new entry for that fax in the user’s personal history.
Note: Assigning a user will not give visibility to any faxes sent to the number before assignment. It will however ensure future faxes sent to the number will be visible to the user. This is why resending the fax as described above after assigning a user will allow it to populate in their personal history.