how do I add an extension number to fax using the HP smart app

[KCIN69]

How do I add an extension number to fax using the HP smart app

[Hawks_Eye]

Hi @KCIN69 

Welcome to the HP Support Community! We're here to help you get back up and running.

I'm really sorry you're running into trouble trying to fax to an extension number using the HP App. While the app supports sending faxes over the internet, it doesn’t directly support extension dialing like a traditional phone system. However, there’s a workaround that can help.

How to Fax to an Extension Number Using the HP App

Since the HP App uses Mobile Fax, which sends faxes over the internet rather than a phone line, it doesn’t support pause tones or extension dialing in the traditional sense. But if the recipient’s system allows extension entry after connection, you can try this:

 

Option 1: Add a Comma to Introduce a Pause

Some fax systems accept a comma (,) to insert a pause before dialing the extension.

Steps:

1. Open the HP App and go to Mobile Fax
2. In the To field, enter the fax number followed by a comma and the extension
   Example: 18001234567,123
3. Add your document and send the fax

Each comma typically adds a 2-second pause. You can add multiple commas if needed:
18001234567,,,123

This method works only if the receiving fax system allows extension input after connection.

 

Option 2: Contact Recipient for Direct Fax Line

If the extension method fails, ask the recipient if they have a direct fax number that bypasses the extension. Many organizations offer this for automated systems.

• Mobile Fax does not support sending to VoIP extensions or systems that require real-time keypad input.
• You cannot use #, *, or other DTMF tones in the number field.
• If the extension is required after a voice prompt, Mobile Fax may not be able to complete the transmission.

You can find full details on using Mobile Fax here:
HP App – Using Mobile Fax

Let me know how the fax behaves after trying the comma method. You’ve already done a great job getting everything set up—now we’ll make sure your documents reach the right destination.

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Take care, and have an amazing day!

Regards, 

Hawks_Eye