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  • 1.  Fax to groups/queues

    Posted 08-16-2025 21:24
    No replies, thread closed.

    In a HIPAA-enabled Genesys Cloud environment, is there a recommended way to route inbound faxes to groups or queues? The documentation indicates that fax-to-group functionality is not supported, but I'm interested in learning if others have implemented compliant alternative solutions or workarounds for securely handling faxes.

    Any thoughts or ideas on this would be greatly appreciated.


    #Routing(ACD/IVR)
    #Telephony

    ------------------------------
    Salman Shaik
    CX365
    ------------------------------


  • 2.  RE: Fax to groups/queues
    Best Answer

    Posted 08-17-2025 16:10
    No replies, thread closed.

    Hi Salman,

    If you are using a 3rd party fax platform, then most of those have a fax-to-email and email-to-fax capability which can be used to distribute those faxes as standard ACD Email interactions to agent to handle.

    Alternatively, if the 3rd party fax platform saves the faxes as a location accessible via a URL, then you could submit those faxes into Genesys Cloud and a Work Automation workitem interaction, assuming you have Work Automation enabled for your Genesys Cloud org.

    I hope that gives you some ideas.



    ------------------------------
    Jim Crespino
    Senior Director, Developer Evangelism
    Genesys
    https://developer.genesys.com
    ------------------------------



  • 3.  RE: Fax to groups/queues

    Posted 08-17-2025 16:22
    No replies, thread closed.

    Thanks a lot for the ideas Jim.



    ------------------------------
    Salman Shaik
    Director
    ------------------------------

    Original Message


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