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  • 1.  Outbound fax to FaxFinder service

    Posted 06-02-2020 11:16
    Edited by Mark Rynard 06-02-2020 12:57
    No replies, thread closed.
    We are having an issue where a client regularly sends faxes to someone using FaxFinder. Since moving to Genesys Cloud, the people using FaxFinder are no longer receiving faxes. On the Gen Cloud side we receive a confirmation of the fax, though. When I listed to the recording of the call, I hear Gen Cloud sending CNG. FaxFinder is sending what sounds like ANSam. They never seem to acknowledge each other.

    What should I check on the Gen Cloud side, since that is the portion I have control over?

    Notes about the environment:
    • Faxing from Genesys Cloud.
    • Faxing to FaxFinder cloud service.
    • BYOC Premise.
    • Telnet is the carrier.
    • Ingate SBCs.
    • Preferred codec list for the external trunk is audio/PCMU.

    #Telephony

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    Thank you,
    Mark Rynard
    Avtex Solutions, LLC
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  • 2.  RE: Outbound fax to FaxFinder service

    Posted 06-02-2020 21:52
    No replies, thread closed.
    From a FaxFinder site I found:

    The FaxFinder® IP fax server is a network attached appliance that replaces all the fax machines in any operation. This centrally located solution lowers the cost of fax operations by enabling users to send and receive faxes electronically through a SIP trunk interface with T.38. The FaxFinder IP supports 2-channels of simultaneous faxes and can be upgraded to 24-channels using the FF240-IP-UPGRADE codes. 

    All FaxFinder IP hardware (FF240-IP-2 & FF240-IP-2.R1) and channel upgrades are now compatible with the etherFAX® network, providing users a dedicated fax network built for speed, reliability and security. While SIP/T.38 faxing is still available, MultiTech has selected etherFAX as the preferred method of fax transport with FaxFinder IP. etherFAX is available for all customers in North America.


    Genesys Cloud supports T.30, not T.38. I don't know your full path to FaxFinder, but if it is an External Trunk direct from Genesys Cloud, I wouldn't expect it to work.

    https://help.mypurecloud.com/faq/faxes-sent-received-purecloud/

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    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
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    Original Message


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