ICS Fax Routing

[Ansh]

Hi,

We currently utilize ICS Fax Routing option using RightFax Enterprise server 8.7, and we are looking to replace the Fax server with different Fax server.  Is there list of Fax servers we can use that are compatible with Genesys ICS Fax routing? Do we need to do anything on Genesys end if we decided to go with different Fax server?
Thanks in Advance.

Best regards,
Ansh

[ecki]

Hi,

Well, you did not mention how your current fax solution is integrated and what version of ICS you have. However I think what you have is based on transformation of faxes in to emails, which then are sent to corporate email exchange server to specific email box and then retrieved by Genesys and routed as emails to agents. The second option would be based on open media channel, which ICS did not have. So as long as the new Fax server supports fax transformation to emails, then you just have to set up the right email boxes, standard subjects (if you are using content analyze) within your new fax server and you are ready to go basically without any substantial change on Genesys side. But first do some research how your current solution works.

e.

[Ansh]

Hi Ecki,

Thanks for the reply. We are using ICS 6.5 and you are right, we have it based on transformation of faxes in to emails.

So if i understand correctly, you are saying that we can utilize any of the Fax servers available in market without making any changes anywhere in configurations on the Genesys Side, right?

Will appreciate if you can suggest me some of the Fax servers which we can utilize.

Thanks and regards,
Ansh

[ecki]

Hello,

I am sorry, but I am afraid I cannot help you much in this mater. I mean with regards the Fax Servers. Probably someone else in this forum could help further. Or try mr. Google. 

E.

[cavagnaro]

Hum I don't know but in my understanding as long as the fax server can convert the fax into an email and then send it to a mailbox then Genesys will connect to that mailbox and retrieve the faxes and handle them as emails but the necesary logic. I don't see a "special" integration anywhere.

[ecki]

Well, one never knows what system they currently have. It could be way old for example supporting old picture formats, which new does not. So you would have to build in to your softphone something which would allow agents to see the attached fax. Or they have content analyze rules applied for subject and new fax server could build the subject differently (highly possible that this can be setup in fax server).

[cavagnaro]

The FaxServers I work with for example convert the Fax into a TIFF image or a PDF document and goes as attached to the email, so end user can see it easily. I guess RightFax does something similar.

[Ansh]

you are right cavagnaro, it does the same. I hope we don't have to change anything in the softphone or on ICS configurations in this case. But are there any fax servers suggested by genesys? Can you suggest a few?

[ecki]

There is not such suggestion from Genesys at all. It is up to you. By the way, why are you changing brands?

[Ansh]

Not sure....something going on in operations brain..might be cost measure...

Anyways thanks alot for ur help.