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  • 1.  Transfer FAX to EMAIL

    Posted 10-12-2021 22:48
    Edited by Arul ThomasAntonyPillai 10-12-2021 22:48
    No replies, thread closed.
    Hi Guys,
    can we transfer fax details to email or to queues in Pure cloud? can anyone pls explain how it will be done?
    -tom



  • 2.  RE: Transfer FAX to EMAIL

    Posted 10-24-2021 16:58
    No replies, thread closed.
    ACD fax is on the roadmap.  What we do is route fax to a user and use the queue email for that user.  Fax comes in, get emailed out and gets routed back in as Email with fax attachment.


  • 3.  RE: Transfer FAX to EMAIL

    Posted 10-11-2022 07:05
    No replies, thread closed.
    Hi Robert, 

    I see that this ACD Fax routing is still not implemented and most likely will take some more time. 

    Can you exactly tell me how you set up the workaround for the fax to email.
    I'm thinking of implementing this too. 
    We now use a third party who receives the fax and mails it to a mailbox, which then sends it to a Genesys Cloud queue. 

    Thanks.

    ------------------------------
    Rolph Lieverse
    CED Nederland B.V.
    ------------------------------

    Original Message


  • 4.  RE: Transfer FAX to EMAIL

    Posted 10-11-2022 13:25
    No replies, thread closed.
    You will first need to create an Email in Genesys Cloud and route that into a queue using the Email settings under Contact Center.

    Then, create a user and assign that use the Email address from above and assign the DID for the fax.  Set the status of user to DND or Away.  Make sure the user has fax and voicemail permissions.

    Now, when you fax to the user, you should be directed to voicemail, it will hear the fax tones and receive the fax.  That will be sent to the Email and queue for agents to receive and deal with.  

    One caveat:  You can't have HIPAA enabled on our ORG.


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