RightFax, now known as OpenText™ Fax, is the most capable enterprise fax platform available, and it’s been that way for a long time. That doesn’t mean deploying or maintaining it is simple. In complex healthcare and enterprise IT environments, RightFax introduces real challenges—and the organizations that navigate them well tend to have one thing in common: specialized expertise, either in-house or through a partner.
Here’s an honest look at the challenges we see most often in 2026, and how we address them.
The FCC’s copper-line decommissioning timeline has moved from a long-term planning consideration to an immediate operational issue. Carriers in most major markets have discontinued or are actively sunsetting POTS service. Organizations that still rely on analog fax boards are finding fewer options and higher costs simultaneously.
RightFax handles this transition through FoIP over SIP, but getting that configuration right requires more than swapping out the telephony layer. SIP trunk selection, codec configuration, T.38 settings, QoS parameters, and failover logic all interact. An improperly configured FoIP deployment produces transmission failures that are difficult to diagnose and frustrating for end users.
We’ve completed this transition for healthcare organizations of all sizes, from small physician groups to multi-facility health networks. Our Private Fax Cloud® includes pre-configured telephony settings based on what we’ve learned across hundreds of deployments. For on-premises customers, we assess the existing telephony environment first and configure RightFax to work reliably within it—before, not after, the analog lines are retired.
RightFax’s native integrations with Epic, Oracle Health (Cerner), MEDITECH, and other major platforms are genuinely valuable. They’re also non-trivial to configure correctly. Each EHR has its own integration model, and each organization has its own workflow requirements—inbound routing rules, document splitting logic, auto-population of patient demographics, cover sheet configuration.
A misconfigured integration produces problems that surface in the EHR workflow rather than the fax server, which makes them harder to trace and more disruptive to clinical staff.
We specialize in RightFax integration with the EHR platforms our clients actually use. We’ve built and refined integration configurations for all major EHRs (and many niche applications), accounting for the workflow nuances that each org brings. And when a client upgrades their EHR, we handle the RightFax side of that upgrade proactively, rather than reactively after something breaks.
RightFax is a mature product with an active development roadmap. Each new version brings significant user-facing features along with security enhancements, performance improvements, and compatibility updates. Organizations that fall behind on versions—which is common when internal IT resources are stretched thin—tend to accumulate technical debt that eventually surfaces as compatibility or security gaps.
This is a particularly common issue in healthcare, where change management processes are necessarily careful, and fax downtime carries real clinical risk.
Our support plans include updates (i.e. minor releases), handled by our engineers in coordination with the client. Upgrades—that is, to major releases—are scoped separately as standalone projects. In both cases, we maintain detailed documentation of each client’s configuration, so updates and upgrades go smoothly rather than surfacing surprises.
Fax is often mission-critical infrastructure in healthcare, and is critical to EMR/EHR workflows. When something goes wrong, the impact isn’t confined to the fax team: referral workflows stall, prior authorization queues back up, and clinical concerns escalate.
General-purpose support lines—whether OpenText’s direct support or internal help desks without specialized RightFax expertise—create friction in exactly these moments. Long hold times, tiered escalation paths, and engineers who need to be brought up to speed on the environment all slow resolution.
Our support team is made up of engineers who know RightFax specifically, and who know each client’s environment specifically. We maintain documentation on every client deployment—telephony configuration, EHR integration settings, custom routing rules, escalation contacts—so when an issue arises, we’re not starting from zero.
Ninety-five percent of inbound calls reach an engineer directly, with no hold time. We offer plans ranging from business-hours coverage to 24×7 worldwide support, depending on the organization’s needs.
The organizations that get the most out of RightFax are the ones with a clear implementation architecture and reliable ongoing support. We provide both.
Whether you’re planning a new deployment, addressing problems with an existing one, or moving from on-prem to Private Fax Cloud, we’d welcome a conversation. Contact us to schedule time with a solutions architect.