Hey Cody,
I think there are a few ways that you can go about this. I think the most precise way to know which faxes are stuck would be to gather console and network logs. If you are able to capture those logs while the the user is accessing that menu with the faxes preparing, you should be able to find a document ID. It should be a random sting of numbers and letters that looks like this: 444f48c7-2cd5-4644-a924-5b50f0b37432. If you're able to find that GUID, you should be able to use the following API within our DevTools site to get rid of the stuck fax:
DELETE /api/v2/fax/documents/{documentId}
If that doesn't work, we do have a Has Fax filter that will only show interactions that had a fax associated with them. From the Interactions view, you can grab the conversationID and use our Disconnect Interactions tool.
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Jason Kleitz
Genesys - Employees
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Original Message:
Sent: 07-26-2024 17:49
From: Cody Herr
Subject: Faxes
Thank you for the response Jason! I am glad to hear it is already being addressed. Are you aware of any way to obtain the interaction ID for these pending faxes? There is no information where they are showing as pending. When this first happened I was able to search interactions and find them to disconnect, but have not since been able to find another interaction related. I'm not sure if there is a filter or area that would clearly identify these for us.
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Cody Herr
CAPITAL Services
Original Message:
Sent: 07-26-2024 13:50
From: Jason Kleitz
Subject: Faxes
Hello Cody,
It looks like our Dev team was aware of this issue and have been working on a fix for this. According to our Dev team, the fix for this has already started rolling out and will be deployed region by region over the next few days. As for the faxes that are currently showing as Preparing fax, this will not clear current stuck faxes. You will need to use the disconnect interaction tool to clear those.
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Jason Kleitz
Genesys - Employees
Original Message:
Sent: 07-25-2024 14:52
From: Cody Herr
Subject: Faxes
Does anyone know how to disconnect a fax that shows as preparing in Genesys? In the past month or so we have been seeing more and more instances in which attempted faxes never go through and instead show up in a never ending loop of trying to prepare the fax for days on end. When this initially happened I found one that showed up as an actual interaction for that individual and was able to manually disconnect it like you would a phone call, but I have not been able to replicate that action since.
#Unsure/Other
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Cody Herr
CAPITAL Services
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