All, here is what I have done to clear out my stuck processing faxes. I went Performance> Interactions - filtered on outbound calls that seemed to not have anyone associated with them, then found the fax interaction ID. I then used the disconnect interactions tool under Admin> Routing> Disconnect Interactions. I noticed that even if it said it disconnected, it would not, not on the first try. I then went back in 24-48 hours later and ran the tool again and they released. I am not sure if this will work for you all, but that is how I released mine and a few of our customers.
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Angelia Harper
Avtex
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Original Message:
Sent: 05-07-2019 10:47
From: Erik Melzow
Subject: Strange Fax issue
That article does not cover this, I checked in chrome and the app, not seeing the ID. I will double check chrome again with the users.
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Erik Melzow
Blucora, Inc.
Original Message:
Sent: 05-07-2019 10:11
From: Ed Crabtree
Subject: Strange Fax issue
Hi Erik,
This article explains how to get your Interaction ID, which is sometimes referred to as a Conversation ID:
https://help.mypurecloud.com/articles/get-conversation-id-support/
All the best,
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Ed Crabtree
Technical Writer/Video Lead
Genesys - Employees
Original Message:
Sent: 05-07-2019 10:05
From: Erik Melzow
Subject: Strange Fax issue
I have looked but not seeing the Interaction ID, how do I find it?
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Erik Melzow
Blucora, Inc.
Original Message:
Sent: 05-07-2019 09:30
From: Lucie DeCristofaro
Subject: Strange Fax issue
You should be able to close out any existing pending faxes using the Disconnect interactions admin ui. You will need the disconnect conversation permission to see this - it's up to you to determine who in your org should have this permission.
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Lucie DeCristofaro
Genesys - Employees
Original Message:
Sent: 05-07-2019 09:16
From: Zack Flowers
Subject: Strange Fax issue
Hey Lucie, the three individuals in my org (me + 2 others) are still seeing the "Preparing fax" in the application. I've logged out and logged back in. Should I have Customer Care take a look?
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Zack Flowers
Stark Bro's
Original Message:
Sent: 05-06-2019 20:10
From: Lucie DeCristofaro
Subject: Strange Fax issue
This was fixed on Friday. Let us know if you're still seeing issues.
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Lucie DeCristofaro
Genesys - Employees
Original Message:
Sent: 05-03-2019 11:53
From: George Ganahl
Subject: Strange Fax issue
No, I do not have a time frame.
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George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys
Original Message:
Sent: 05-03-2019 08:13
From: Erik Melzow
Subject: Strange Fax issue
George, thank you for the update, any time frame yet on when this will be resolved?
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Erik Melzow
Blucora, Inc.
Original Message:
Sent: 05-02-2019 17:10
From: George Ganahl
Subject: Strange Fax issue
It is a known issue, and development has a fix pending. I don't have a timeline for the fix to be released, but it is documented.
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George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys
Original Message:
Sent: 05-02-2019 16:41
From: Zack Flowers
Subject: Strange Fax issue
Hey Ed,
Faxes do not appear in the interaction section of PureCloud, that was the first thing I thought of when they were having fax issues was to "disconenct" the interaction but we do not have the capabilities of performing said actions on a fax as I cannot track down the Interaction ID.
Thanks
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Zack Flowers
Stark Bro's
Original Message:
Sent: 05-02-2019 16:04
From: Ed Crabtree
Subject: Strange Fax issue
Hi Zack and Erik,
A colleague of mine asked our developers about this issue and found that there is an undocumented tool in PureCloud called Disconnect Interactions. To find it, click Admin > Routing. If you do not see it, contact PureCloud Customer Care and ask them to enable it for your organization.
You can learn more about this undocumented tool in this PureCloud Community post:
https://community.genesys.com/communities/community-home/digestviewer/viewthread?MessageKey=1b6ede37-5fd7-4f1e-81dd-f12ed2783536&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4&tab=digestviewer
Best regards,
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Ed Crabtree
Technical Writer/Video Lead
Genesys - Employees
Original Message:
Sent: 04-30-2019 15:20
From: Zack Flowers
Subject: Strange Fax issue
Yeah, we have two users having this issue as well.
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Zack Flowers
Stark Bro's
Original Message:
Sent: 04-25-2019 16:06
From: Erik Melzow
Subject: Strange Fax issue
Have a ticket in with support, but has any one have users reporting the outbound faxes are stuck in Preparing Fax state. Logging off and on does not clear them, also seeing them when they log onto the website. So far I have 4 users reporting this issue.
#Outbound
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Erik Melzow
Blucora, Inc.
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