Genesys Cloud - Main

It's "Above Average Joes August," so it's time to release part two of our Professional Services team aka "The Above Average Joes" who give you an awesome demo on Genesys Cloud CX Triggers (much like Pure Cloud's Handlers). Then, they answer several tough community questions with a "Stump the Expert" segment. For example, do you have questions around: 

Routing Requests? 

Fax to Email Setups? 

Content Search? 

Migrate Division? 

Token Expiry?

And SO MUCH MORE? Then click to watch this epic episode below: 

This episode is jam-packed with great information you don't want to miss! 

#Other
#CommunityVideos(TAM,QA,etc.)

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Nicole Milliken
Genesys - Employees
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@Maxim Tsvetov resurrecting this slightly.  I'm also looking at the same thing you mention here.  Question is how did you handle housekeeping for the inbox for this dummy/service account user?  Wouldn't they end up with endless faxes going into the inbox unless someone logs in occasionally to clean it up?

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Vaun McCarthy
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Hi Vaun,

Here is high-level description of my idea:

Fax  ➔  DID ➔ Dummy User ➔ Dummy User Email  ➔ Inbound Email Flow  ➔ Queue

1. Incoming Fax is sent to DID assigned to a dummy user
2. Genesys Cloud sends an email notification to dummy user with Fax message as an attachment 
3. This email address is configured in Genesys to send email to specific Inbound Email Flow & Queue

In this scenario fax comes to an agent as Email interaction with Fax message as an attachment.

You would not have problem with Inbox, because all the received fax messages will be stored as documents in the Workspace of dummy fax user. Someone needs to take care of a regular cleanup of the Workspace.

You can also use  Content Management API to do regular cleanups, but that would require custom development. https://developer.genesys.cloud/analyticsdatamanagement/contentmanagement/contentmanagement-apis

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Maxim Tsvetov
Principal PS Consultant
Genesys
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Original Message:
Sent: 02-06-2024 22:11
From: Vaun McCarthy
Subject: NEW Episode of the Q&A Show now LIVE!

@Maxim Tsvetov resurrecting this slightly.  I'm also looking at the same thing you mention here.  Question is how did you handle housekeeping for the inbox for this dummy/service account user?  Wouldn't they end up with endless faxes going into the inbox unless someone logs in occasionally to clean it up?

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Vaun McCarthy
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Original Message:
Sent: 2/6/2024 10:28:00 PM
From: Maxim Tsvetov
Subject: RE: NEW Episode of the Q&A Show now LIVE!

Hi Vaun,

Here is high-level description of my idea:

Fax  ➔  DID ➔ Dummy User ➔ Dummy User Email  ➔ Inbound Email Flow  ➔ Queue

1. Incoming Fax is sent to DID assigned to a dummy user
2. Genesys Cloud sends an email notification to dummy user with Fax message as an attachment 
3. This email address is configured in Genesys to send email to specific Inbound Email Flow & Queue

In this scenario fax comes to an agent as Email interaction with Fax message as an attachment.

You would not have problem with Inbox, because all the received fax messages will be stored as documents in the Workspace of dummy fax user. Someone needs to take care of a regular cleanup of the Workspace.

You can also use  Content Management API to do regular cleanups, but that would require custom development. https://developer.genesys.cloud/analyticsdatamanagement/contentmanagement/contentmanagement-apis

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Maxim Tsvetov
Principal PS Consultant
Genesys
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