Genesys Cloud CX

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  • 1.  ACD Fax?

    Posted 01-29-2018 15:30

    We presently have a phone number for faxes that come directly to our department email which then routes to each individual in the department. If I have that number ported over to Purecloud, how can I have the faxes come directly into PureCloud/Fax; each individual user in PureCloud? i.e. is there an ACD fax like ACD email?

     

    Also, I bought a DID number and added it to several of us then sent a fax to it, hoping that it would be received by everyone - it only went to one person.

     

    Any suggestions?

    Thanks - Laurie



  • 2.  RE: ACD Fax?

    GENESYS
    Posted 02-14-2018 18:01

    Hi Laurie,

     

    At this time, support for an ACD fax feature is in the PureCloud backlog, but without current plans to implement it. Similarly, there are no current plans for a group fax feature; the behavior you have observed is expected.

     

    Best regards,

    Ed Crabtree

    Technical Writer

    Genesys PureCloud



  • 3.  RE: ACD Fax?

    Posted 11-09-2020 18:56
    Hi Ed -

    Do we have any update on this !
    Do we have feature where the fax can be sent to multiple Agents in the org or its still one to one ?

    Any help around this will be really helpful !

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    Anurag Gusain
    Cognizant Technology Solutions India
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  • 4.  RE: ACD Fax?

    GENESYS
    Posted 11-10-2020 08:58
    No movement on this, Anurag.  As Ed pointed out in his last update - this is a backlog item but we have not prioritized it yet.  (There is an immense backlog of projects right now and this is in the list but I don't have line of sight to delivery.)

    We recognize fax is still a highly requested item and useful tool in a number of industries and we'll keep it on the backlog to address at some point in the future.

    thanks,
    Chris

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    Chris Bohlin
    Product Manager - PureCloud
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  • 5.  RE: ACD Fax?

    Posted 11-10-2020 09:05
    Thanks Chris -

    So is my understanding correct that we need to have one DID per Agent to receive Fax and there is no way to make it as Group ?

    ------------------------------
    Anurag Gusain
    Cognizant Technology Solutions India
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  • 6.  RE: ACD Fax?

    GENESYS
    Posted 11-10-2020 10:59

    Yes, that my understanding.

     

    Thanks,

    Chris

     

    Chris Bohlin

    Product Manager – Genesys Cloud

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  • 7.  RE: ACD Fax?

    Posted 09-23-2021 16:01
    Hi Chris - Do we have any update or progress on the above requirement ?

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    Thanks,
    Anurag Gusain
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