Genesys Cloud - Main

Has anyone experienced this or have any ideas for resolution?

All of our phone lines including faxing are controlled by Genesys.  They are in that system and not anywhere else.

In December all of our fax numbers stopped working.   They all ring busy.  The calls NEVER get into our Tenant allowing for no troubleshooting.

Genesys Support is utterly clueless.   The keep asking us to disable our PCI-DSS settings and let them enable media capture.  There has been no explanation of how this will magically allow the fax calls to touch our tenant to be trackable.

As a bank there is no way I can disable that control.  Genesys does not have a contract with us with the necessary clauses to allow them access to potential PCI data. 

Any help is appreciated.

Hi Michael,

If all inbound fax lines are ringing busy, that would sound like a potential carrier issue or that the DIDs assigned are not pointing to an active trunk.  Are you able to send faxes out?

Has anyone experienced this or have any ideas for resolution?

All of our phone lines including faxing are controlled by Genesys.  They are in that system and not anywhere else.

In December all of our fax numbers stopped working.   They all ring busy.  The calls NEVER get into our Tenant allowing for no troubleshooting.

Genesys Support is utterly clueless.   The keep asking us to disable our PCI-DSS settings and let them enable media capture.  There has been no explanation of how this will magically allow the fax calls to touch our tenant to be trackable.

As a bank there is no way I can disable that control.  Genesys does not have a contract with us with the necessary clauses to allow them access to potential PCI data. 

Any help is appreciated.