We're new to Cloud, just began migrating from Pure Engage Cloud last month.  Some of our users are experiencing hearing fax tones during outbound calls (not campaign calls); it's not every call, but I've heard it myself in the recordings of their interactions.

We've BYOC and have a ticket in with our carrier; I was just wondering if anyone else had experienced this in their call center and what their resolution might have been?

Thanks.
#Telephony

------------------------------
Bethany Han
Business Application Expert
Blue Cross and Blue Shield of North Carolina
------------------------------

If you call the number directly that had the fax tones, does a person pick up or do you get the tones?  These could be fax or call progress tones, so calling it will let you know what the dialer is hearing.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 06-21-2021 13:50
From: Bethany Han
Subject: Fax tones on outbound calls?

We're new to Cloud, just began migrating from Pure Engage Cloud last month.  Some of our users are experiencing hearing fax tones during outbound calls (not campaign calls); it's not every call, but I've heard it myself in the recordings of their interactions.

We've BYOC and have a ticket in with our carrier; I was just wondering if anyone else had experienced this in their call center and what their resolution might have been?

Thanks.
#Telephony

------------------------------
Bethany Han
Business Application Expert
Blue Cross and Blue Shield of North Carolina
------------------------------

Thanks for responding Robert.  We get a person...but looks like this is all at our carrier level, not Genesys

------------------------------
Bethany Han
Business Application Expert
Blue Cross and Blue Shield of North Carolina
------------------------------

Original Message:
Sent: 06-24-2021 13:21
From: Robert Wakefield-Carl
Subject: Fax tones on outbound calls?

If you call the number directly that had the fax tones, does a person pick up or do you get the tones?  These could be fax or call progress tones, so calling it will let you know what the dialer is hearing.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 06-21-2021 13:50
From: Bethany Han
Subject: Fax tones on outbound calls?

We're new to Cloud, just began migrating from Pure Engage Cloud last month.  Some of our users are experiencing hearing fax tones during outbound calls (not campaign calls); it's not every call, but I've heard it myself in the recordings of their interactions.

We've BYOC and have a ticket in with our carrier; I was just wondering if anyone else had experienced this in their call center and what their resolution might have been?

Thanks.
#Telephony

------------------------------
Bethany Han
Business Application Expert
Blue Cross and Blue Shield of North Carolina
------------------------------

Thanks for confirming Bethany.  Much appreciated.

------------------------------
[Mike] [John]
[ConvergeOne]
------------------------------

Original Message:
Sent: 06-24-2021 13:38
From: Bethany Han
Subject: Fax tones on outbound calls?

Thanks for responding Robert.  We get a person...but looks like this is all at our carrier level, not Genesys

------------------------------
Bethany Han
Business Application Expert
Blue Cross and Blue Shield of North Carolina

Original Message:
Sent: 06-24-2021 13:21
From: Robert Wakefield-Carl
Subject: Fax tones on outbound calls?

If you call the number directly that had the fax tones, does a person pick up or do you get the tones?  These could be fax or call progress tones, so calling it will let you know what the dialer is hearing.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 06-21-2021 13:50
From: Bethany Han
Subject: Fax tones on outbound calls?

We're new to Cloud, just began migrating from Pure Engage Cloud last month.  Some of our users are experiencing hearing fax tones during outbound calls (not campaign calls); it's not every call, but I've heard it myself in the recordings of their interactions.

We've BYOC and have a ticket in with our carrier; I was just wondering if anyone else had experienced this in their call center and what their resolution might have been?

Thanks.
#Telephony

------------------------------
Bethany Han
Business Application Expert
Blue Cross and Blue Shield of North Carolina
------------------------------