FAQs: Fax

No. Genesys Cloud does not support faxing to a group.

You can find the interaction Fax Analytics in the Interactions view.

Note: Under the Available columns section, you can view the list of available column names and their descriptions. If you cannot find a column in the table, in the search bar, enter the name of the column to view its name and description.

For example, under the Available columns section, in the Interactions section’s search bar, search Fax to view the Fax column and its description. 

A badge, or visual alert, on an icon, such as Calls, Chat, Inbox, and others means that a new item is waiting.

Add the Conversation > Fax > Send and Conversation > One Number Fax > Receive permissions to the user. No default roles include these permissions, so add them to a new or existing role and then add that role to the user. For more information about roles and permissions, see Products, roles, and permissions list. 

When a user sends a fax, Genesys Cloud converts the file to TIF file format and sends it to an Edge device. The Edge can be either onsite (BYOC Premises) or in the cloud (BYOC Cloud or Genesys Cloud Voice).

The Edge then sends the file to the user-entered number using your SIP trunks. If the file did not originate in Documents, Genesys Cloud also stores the original file in its original format in the user’s workspace in Documents. For information about how to send a fax from Genesys Cloud, see Send a fax.

Since a user has the same number for both incoming calls and faxes, the Edge must detect whether an incoming call is a voice call or fax. If fax detection is enabled and the Edge detects incoming fax tones, it negotiates the T.30 transmission, receives the image data, and sends the file to Genesys Cloud in TIF format. Genesys Cloud then converts the TIF file to a PDF file and sends it to both the user’s inbox and workspace in Documents. For information about how to view received faxes in Genesys Cloud, see View faxes in the inbox.

Genesys Cloud transmits faxes using T.30 protocols with a maximum transmission rate of 14.4k. The trunks carrying faxes should use audio/PCMU (G.711) as their primary codec. For more information about configuring a trunk and setting the codec, see About trunks.

To see details about a fax, such as the number you sent the fax to and when the fax was sent, go to the fax’s file in Documents.

Genesys Cloud Documents stores any faxes you send or receive as files in your workspace.  Search for the file to find your fax. You can also view received faxes in your inbox.