Genesys Cloud - Main

As much as we all hate faxing, it's a fact of life when dealing with the government.  It would be great if there was an automatic redial function when it hits a busy signal.  It's a pain to have to redo the entire fax cover sheet notes, etc. whenever you have to try again.

What's that Benjamin Franklin quote?  "Two things are guaranteed in life, death and faxes?"  That might not be exactly it but sometimes it feels like it.

 

 Would you mind providing some additional feedback as to how you would like the retry logic to occur?  How many retries?  Do we make the user aware of the failures, or simply show them the final result after the max number of retries have occurred?

 

Thank you for the feedback.  I will share this with the team and be sure faxing improvements are placed on the product backlog.

Hi Alan,

I appreciate your sense of humor!

Do you happen to know if there's been any progress on the changes regarding faxing, or where it currently stands on the backlog? I've seen discussions about fax-related issues being added to the backlog, yet even after 5, 6, or 7 years, there's been no update. Have there been any enhancements to faxing since this threads original post? Understanding the development timeline would set a precedent for those of us hoping for changes, especially after such a long period.

I've looked through the documentation, but I haven't found any references to the ability to enable retries or the configurable retry options Cathy mentioned, nor any updates on specific error messages for failures. My team is troubleshooting fax issues, but we're struggling without any clear direction other than to open a support ticket. Unfortunately, this seems to be a recurring issue with Genesys-many answers are locked behind the Genesys support line and not readily accessible to customers.

Thanks for your help!

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Cori
Views expressed are my own and do not necessarily reflect those of my employer
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Original Message:
Sent: 03-29-2017 15:07
From: Alan Lanteigne
Subject: Fax redial

What's that Benjamin Franklin quote?  "Two things are guaranteed in life, death and faxes?"  That might not be exactly it but sometimes it feels like it.

 

 Would you mind providing some additional feedback as to how you would like the retry logic to occur?  How many retries?  Do we make the user aware of the failures, or simply show them the final result after the max number of retries have occurred?

 

Thank you for the feedback.  I will share this with the team and be sure faxing improvements are placed on the product backlog.

Main things are that if you use BYOC, they have to use G.711 faxing (T.30)  and it only supports up to 14.4 kpbs, meaning that if they send at 38k or 56K, they will fail.  T.38 is not supported, meaning that if a page has errors, it cannot correct very well and would have to restart from the beginning of the fax. This also means that the carrier has to be allowing G.711, so a company like AT&T that only allows G.729, the faxes will fail. 

With the limitations in speed and no T.38, we recommend that faxes through Genesys Cloud should be limited to 10 pages or less with optimal of 5 pages or so.  

Currently, there is no ACD Faxing, so you have to receive the fax to a fake user and then email that through notification to an Email routed to a queue.  

We always find it better to use a service like eFax that can support higher speeds and T.38 and then Email the fax to an Email in Genesys Cloud for routing.  

Yes, it does feel like it!

We're thinking 5 retries would be good, although user configurable retries would be great (it's what we had before with IC).  I think it would be helpful if the failure message included whether the line was busy or the reason for the failure.  Yes, I believe the user having the failure would be useful, so they expect that it will retry.