Fax Detection

Contact Center can detect fax calls and route them to a skillset mailbox. If you want Contact Center to detect incoming faxes, you must make your first routing table step:

Fax Detection applies only if a fax machine is attempting to transmit a fax at the start of a greeting. If a fax transmission starts several seconds after the start of a greeting, it is possible for the fax tone not to be detected.

If you use Expected Wait Time, all of the greetings in the EWT table must be greater than 11 seconds to support fax detection.

If you do not set up the routing table so it detects a fax call, some fax calls can be routed to agents, and some fax calls can be routed to the routing table’s skillset mailbox.

To enable a routing table to detect fax calls, change the first step.

As you create routing tables, each table shows whether it detects faxes.

 

This routing table detects fax calls.

Its first step is a Greeting step:

  • that is 11 seconds or longer

  • that is Forced Play

  • that does not have a transfer

 

This routing table does not guarantee fax detection.