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  • 1.  Questions about inbound Fax - Genesys Cloud BYOC

    Posted 10-21-2022 15:14
    No replies, thread closed.
    Hi,

    I`m trying to test inbound Fax with Genesys Cloud BYOC. 
    As per documentation (https://help.mypurecloud.com/faqs/faxes-sent-received-genesys-cloud/)
    the trunk carrying faxes use audio/PCMU (G.711) as their primary codec

    It looks like the fax detection is not working as it gets route to an agent as a voice call.

    Do you know how inbound Fax should be integrated?  For example, how does it get detected as inbound fax vs audio call and routed to a specific queue?

    Thanks and best regards,
    Guillaume
    #Integrations
    #Telephony
    #Unsure/Other

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    Guillaume Desjardins
    Bell Canada
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  • 2.  RE: Questions about inbound Fax - Genesys Cloud BYOC

    Posted 10-22-2022 19:21
    No replies, thread closed.
    You are correct about the codec - Genesys Cloud only supports G.711 or T.30 faxing.  If your carrier is trying to use T.38, then the fax will fail.  Make sure the user has voicemail setup on their user and the DID is assigned to the user.  How are you routing the fax now?

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 3.  RE: Questions about inbound Fax - Genesys Cloud BYOC

    Posted 10-23-2022 01:59
    No replies, thread closed.
    Hey Robert, last I looked the information was pretty light on this.  But can the fax # be one associated with a group?  Or is the only mapping option to an individual user?​

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    Vaun McCarthy
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    Original Message


  • 4.  RE: Questions about inbound Fax - Genesys Cloud BYOC

    Posted 10-23-2022 11:12
    No replies, thread closed.
    Not that I am aware.  There is ACD Fax coming at some point.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 5.  RE: Questions about inbound Fax - Genesys Cloud BYOC

    Posted 10-24-2022 08:19
    No replies, thread closed.
    Correct, no faxing to the group at this time.

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    Nathan Smith
    ConvergeOne, Inc.
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    Original Message


  • 6.  RE: Questions about inbound Fax - Genesys Cloud BYOC

    Posted 10-24-2022 10:40
    No replies, thread closed.
    Thank you for your quick feedback!  I was able to receive fax by assigning the DID to the user.
    We don`t have any customers requesting fax routing now; I was just testing the SIP integration with fax.
    Since ACD fax is not available yet, I think customers will have to create a generic fax user, assign a did to it and then someone in the contact center will have to 
    regularly empty the fax inbox for that generic user.

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    Guillaume Desjardins
    Bell Canada
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    Original Message


  • 7.  RE: Questions about inbound Fax - Genesys Cloud BYOC

    Posted 10-24-2022 14:31
    No replies, thread closed.
    Even better, assign an incoming Email address to that user and then faxes can be routed via email to a queue - as long as you don't have HIPAA enabled.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 8.  RE: Questions about inbound Fax - Genesys Cloud BYOC

    Posted 10-25-2022 13:56
    No replies, thread closed.
    This is why I always keep up to date with the community.  I had my faxes routed out to outlook and then forwarded back into the Genesys Cloud as an email.  This is much easier.   Works like a charm.

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    Martin Bunting
    i3Vision Technologies Inc.
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    Original Message


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