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  • 1.  Reject inbound fax calls

    Posted 08-29-2018 14:25
    No replies, thread closed.
    We have Fax calls coming into our general Q's darn near deafening our Agents. Does anyone know of a way to reject fax calls on a Q or Trunk wide basis?

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    Victor Chiappetta
    Tricom Communication Services Inc.
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  • 2.  RE: Reject inbound fax calls

    Posted 08-30-2018 04:33
    No replies, thread closed.
    That's very odd. The edges should be terminating fax calls, not routing them to agents in a queue. 

    What is your trunk configuration? SIP Trunking provider, media gateway to Edge, PureCloud Voice?

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    George Ganahl
    Principal Program Manager
    Genesys
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    Original Message


  • 3.  RE: Reject inbound fax calls

    Posted 08-30-2018 13:56
    No replies, thread closed.
    Also, PureCloud only supports T.30, not T.38 fax. I'm not sure what would happen if T.38 faxes were coming inbound on the trunk.

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    George Ganahl
    Principal Program Manager
    Genesys
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    Original Message


  • 4.  RE: Reject inbound fax calls

    Posted 08-30-2018 15:01
    No replies, thread closed.
    If a SIP Reinvite came in with T38 as the media type, and the PureCloud Edge doesn't support it, it should respond with a 488 Not Acceptable Here message. That said, it sounds like the "fax" call in this case is not being signaled by the carrier properly. For example, if I'm doing a fax call with a carrier that doesn't support any kind of fax signaling, then I'm just going to play the squeals and squawks in the audio stream I sent to you. The PCEdge doesn't know what is in the stream, it just knows there is one and it should get processed. That's why it gets delivered to the agent. The system thinks its a regular voice call because it hasn't been told any different. 

    If you have an SBC or gateway of some sort sitting between the PureCloud Edge and your carrier, I would start my troubleshooting there. Absent that, I would gather a couple of examples and send them to your carrier and ask them to investigate. It sounds like PureCloud is the victim, not necessarily the perpetrator, because it's simply processing whatever the carrier handed it. 

    --C#

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    Chip Sharp
    Maxis Networks
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    Original Message


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