The Below Document Depicts the Process Implemented to Support the Brokers Who Are Having

The Below Document Depicts the Process Implemented to Support the Brokers Who Are Having

The below document depicts the process implemented to support the Brokers who are having Fax issues when sending CIP enrollment Apps. The brokers have been asked to send an Email to (“Brokerfax”). When you are working with a broker please make sure they are trying to submit CIP Enrollment Applications. Also get their name, Email Address and Phone number if it wasn’t included on the ticket.

A)Footprints Process

  1. The email will be received by FootPrints. A rule will is set for any Emails sent to will be forward to the .
  2. That email will be received by Footprints and a ticket will be with the contact information of the person submitting to .
  3. Based on a keyword of “broker” in the email the Incident will be assigned to the Broker Fax Issues Team and the Telecom Team
  4. Notifications will be generated to all members of both the Broker Fax Issues Team and the Telecom Team as well as to management

B)Process Broker should have tried to resolve the Fax Issue

Ask Broker if they have tried the steps below in this section. If not please proceed to step 1 below. If they have tried these steps go to Section C and follow the steps.

1)If you are using a Voice over IP (“VoIP”) fax line that has not been configured by your Service Provider (i.e. Vonage, Comcast, COX Communications, Time Warner and Verizon FiOS) as a fax line then please send your XLHealth member applications to this fax number 888-587-7177. STOP AT THIS STEP. If you are not using a VOIP Fax line please continue to step 2.

** THE STEPS BELOW SHOULD BE USED TO RESOLVE FAX ISSUES TO THE ENROLLMENT FAX NUMBER 866-686-2508**

2)Please verify that 866-686-2508 is the number your fax machine is dialing

3)Disabling V.34

  • Access the configuration mode of the fax and disable the feature

3) Adjusting the Baud Rate or Transmission Speed

  • Access the configuration mode of the fax and adjust the baud rate to 9600 or 14400

4) Send a fax to the Enrollment to 866-686-2508

  • If the fax is successful then the issue has been resolved

C)Steps to follow in resolving Fax Issue

  1. Determine if they have ever been successful in faxing to the CIP Enrollment Line (866-686-2508). If the answer is yes, check to see if they have changed anything on their side (fax machine, new fax line, changed any settings).
  2. If the answer is no, ask them all of the pertinent information:
  3. What’s your fax number?
  4. What type of fax machine do you use to fax?
  5. Who is your fax line carrier (Comcast, Windstream, Verizon Fios, AT&T U-Verse, etc.) Please note that many of the agents think these are landlines, they are NOT. They are VoIP solutions. Have them use the 888-587-7177.
  6. If not a VoIP line, verify that they have the correct fax number 866-686-2508 for the Enrollment Line.
  7. Ask if they have a standalone phone (home phone) and can dial out. If they have no dial tone (and this has happened), ask them to plug in the phone line and the power cable.
  8. Ask if they have access to their user guide (Instructions). If no, you have to download the guide from the internet and email it to them. This will enable you to have them read along as you request that they try to make changes. This comes into play if you want to spend the time changing or turning down VoIP settings (v.17, v.29 or v.34).
  9. Ask if they have received a fax confirmation page and what it says.
  10. Update the ticket. If unsuccessful in resolving the problem please send an Email Andrew Shevrin. Include the Footprints ticket number.

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