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  • 1.  eFaxes Hung Up 500+ Hours

    Posted 27 days ago
    Edited by Jason Kleitz 26 days ago

    I have several agents who attempted eFaxing and the transmissions are getting hung up 500+ hours after transmitting some of the pages.

    What factors can impact an eFax's ability to complete transmission?

    • File size?
    • Number of pages?
    • If the agent is on-queue while eFaxing?

    I would appreciate any information/guidance anyone can provide! Thanks.


    #Telephony
    #Unsure/Other

    ------------------------------
    Nicki Dehn
    AAA Club Alliance Inc.
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  • 2.  RE: eFaxes Hung Up 500+ Hours

    Posted 26 days ago

    I assume you are talking about Genesys Fax capabilities and not the actual eFax product.  

    Here are the specs of Genesys Fax:  Genesys Cloud transmits faxes using T.30 protocols with a maximum transmission rate of 14.4k. The trunks carrying faxes should use audio/PCMU (G.711) as their primary codec.

    Several problems with this.

    1. No T.38 means no backup channel, so if there are any errors, the fax will fail instead of trying to switch to the other transmission channel
    2. 14.4k means slow.  It takes about 45 seconds per page to send.  33.36K is about 25 seconds
    3. G.711 means that if your carrier uses G.729 like AT&T requires or OPUS from and SBC, then no faxing will work.  G.711 is about 64 kbps, so bandwidth is about 8 times that of G.729 and OPUS that is anywhere from 6 kbps to 510 kbps.  

    Unfortunately, due 1 above, if there is an error, the fax has to retry from the beginning.  It is not sophisticated enough to start with the failing page.  From my experience, I would not suggest more than about 10 pages at a time if you want successful results.  

    While I understand there are government agencies and medical organizations still may require faxes, if you are planning long faxes and a lot of them, better to use eFax or other such services that allows upload of large documents then faxes them out enterprise-grade equipment and trunks.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 3.  RE: eFaxes Hung Up 500+ Hours
    Best Answer

    GENESYS
    Posted 26 days ago

    Hello Nicki,

    Since faxes can be a bit tricky with today's modern technology, I would recommend reading over this article. 

    Genesys Cloud transmits faxes using T.30 protocols with a maximum transmission rate of 14.4k. The trunks carrying faxes should use audio/PCMU (G.711) as their primary codec.

    In terms of some of the other limits for faxing, you can find more information in the following article.

    From https://help.mypurecloud.com/articles/send-a-fax/:

    Note: Genesys Cloud supports fax documents of up to 100 pages and 10 MB. If you must send a longer document, Genesys recommends that you divide the document into smaller parts.



    ------------------------------
    Jason Kleitz
    Genesys - Employees
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    Original Message


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