Fax Configuration

Visualization

The end-to-end fax workflow using the Genesys Cloud platform. It includes SIP trunk routing, DID assignment, forwarding to shared mailboxes, Azure Logic App monitoring, and automation via Python and Bash scripts.

Key Components:

• Fax Numbers are routed via Genesys Cloud Voice into Genesys Cloud.
• Each fax line is assigned to a Genesys user with a DID.
• Faxes are automatically forwarded to shared mailboxes.
• An Azure Logic App monitors these mailboxes and transfers attachments to a storage queue.
• A Python service (odb-faxutil) polls the queue and invokes a Bash script to print and archive the faxes.

Current Fax Workflow Configuration

1. Genesys-Based Faxing Solution
   • Fax lines through the Genesys platform.
   • Inbound Fax Routing: Fax numbers are routed via SIP trunks provided by Genesys. Genesys forwards incoming faxes to dedicated shared mailboxes (e.g., for TDP, SCP, Secondary lines, and Rush). An Azure Logic App monitors these mailboxes and copies the PDF attachments to a storage blob or queue. ODB_RUSH__FAX is sent to a Shared Mail box in Exchange. A Python service (odb-faxutil) polls the queue, downloads the files, and a Bash script prints them and moves them to a “printed” folder.
   • Limitations: No shared Genesys account for incoming faxes; access is via shared mailboxes. MFA is required for Genesys login, which complicates access for mailroom staff. Attachments over 5MB are not auto-forwarded and must be manually retrieved from Genesys.
2. Operational Support Model
   • Outlined in the ODB FAX Operational Support Model, the support structure includes:
   • Initial Troubleshooting: Conducted by ODB Supervisors to confirm fax receipt in the CIFS-Share.
   • Escalation Path: If issues persist, tickets are created in the Cherwell Portal and escalated to the Maximus Service Desk, which may involve the Contact Centre IT or Infrastructure teams.
   • Hours of Operation: Monday to Friday, 9 AM–5 PM ET (excluding certain holidays).
3. Mailroom Workflow Integration
   • The MAXe system for ODB – Business Processes - draft describes how fax printouts are processed similarly to physical mail—scanned and indexed by Document Processing Clerks.

Technical Issues & Adjustments

• Several technical challenges were addressed during implementation:
  • Attachment Delivery Failures: Some faxes were not delivered to shared mailboxes as expected. Debugging sessions were held to resolve this.
  • Size Limitations: Faxes over 5MB require manual intervention, prompting discussions about MFA exemptions and process changes.
  • Automation Scripts: Scripts are being developed to automate the transfer of faxes from shared mailboxes to print locations.

Genesys Fax Routing to Shared Mailboxes

When a fax is received on one of the designated ODB lines—TDP (416-642-3034), SCP (416-503-8483), or Secondary (289-789-1463)—it is routed through SIP trunks into the Genesys Cloud platform. From there, the workflow proceeds as follows:

Auto-Forwarding to Shared Mailboxes

Genesys is configured to automatically forward incoming faxes to dedicated shared mailboxes—one for each line. These mailboxes are accessible to the appropriate operational teams for processing. This setup ensures that faxes are centrally received and can be handled by multiple staff members without requiring individual Genesys logins.

Azure Logic App Monitoring

An Azure Logic App continuously monitors these shared mailboxes. When a new fax (as a PDF attachment) arrives, the app copies the file to a Storage Blob or Queue for downstream processing.

Automated Processing via odb-faxutil

A Python service named odb-faxutil polls the queue for new files. Once detected, the files are downloaded and passed to a Bash script that: - Prints the fax. - Moves the file to a “printed” folder. - Logs the event for daily volume tracking.

Volume Expectations

The system is designed to handle 800 faxes/month during non-peak periods and up to 2,000/month during peak times. This is a significant improvement over the legacy ATA-based system, which relied on physical MFDs and Cisco Call Manager.

Technical Information

CIFS Share

• //10.95.45.100/mo_fax_cifs /mnt/fax_cifs cifs vers=3,credentials=/root/.planetpress_cifs

Cups Service

http://10.94.45.48:531

Cups Information

sudo systemctl status cups.service
sudo usermod -aG lpadmin abroot
cups config file: /etc/cups/cupsd.conf

Printer Installed from Command Line:

Printer installed pr-main at 10.74.12.221. And made the default printer with commands:

lpadmin -p PR-MAIN -E -v ipp://10.74.12.221/ipp -m everywhere #installs printer
lpoptions -d PR-MAIN #makes default
abroot@odb-faxutil:~$ lpstat -p -d #confirms printer is default

printer PR-MAIL is idle. enabled since Mon 08 Jul 2024 02:32:26 PM EDT no system default destination

Access and Security Considerations

• No Shared Genesys Account: Due to MFA requirements and internal security policies, Genesys does not support a shared login for fax access. Instead, the shared mailbox model ensures compliance while maintaining accessibility.
• Size Limitations: Faxes larger than 5MB are not automatically forwarded and must be manually retrieved from Genesys. This limitation is documented and monitored as part of the operational workflow.

Genesys Fax Assignment Configuration

Genesys Cloud Faxing Model Summary

• Sending Faxes: Files are converted to TIF and transmitted via SIP trunks using the G.711 codec. Users initiate faxes through the Genesys UI, attach documents, and receive delivery confirmations.
• Receiving Faxes: The same DID can be used for both voice and fax. The Edge device detects fax tones and negotiates T.30 transmission. Received faxes are converted to PDF and delivered to the user’s inbox and workspace.
• Storage: Sent and received faxes are accessible via the user’s Genesys workspace and optionally routed to shared mailboxes.

Internal Implementation Highlights

• Each fax line (e.g., TDP, SCP, Secondary) is assigned to a dedicated Genesys user account.
• Faxes are routed via SIP trunks and appear in the user’s Interactions tab and shared mailboxes (e.g., tdp@, scp@).
• Users send faxes via the blue fax icon in Genesys, with delivery status shown in the UI and via email. -Shared access is managed through the SBC_FAX_USERS group.
• Caller ID and CSID behavior is configurable based on whether a phone number is assigned to the user profile.

This configuration ensures compliance with Genesys Cloud’s supported faxing architecture while meeting ODB’s operational needs.

1. Create a Genesys User (Net Person) for the Fax Line
   • Each fax line (e.g., TDP, SCP, Secondary) is associated with a dedicated Genesys user account. This user acts as the assignee for the DID (Direct Inward Dialing) number.
   • Steps: Create a new user in Genesys Cloud. Assign the appropriate DID to this user. Ensure the user has no phone number configured if you want the fax header to show the email address (or configure a unique DID if you prefer the number to appear).

2. Assign the User to a Group (e.g., SBC_FAX_USERS)

   • To manage permissions and access:
   • Create a group in Genesys (e.g., SBC_FAX_USERS). Assign owners to the group (e.g., Luz and Singu currently manage this group). Add users (typically Supervisors) who need to send or receive faxes to this group.

3. Configure Fax Routing and Delivery

   • Incoming Faxes: Routed via SIP trunks to the Genesys user. Appear in the user’s Workspace and Interactions tab. Also emailed as a PDF to a designated shared mailbox (e.g., tdp@, scp@).

   

   • Outgoing Faxes: Users click the blue fax icon in Genesys, enter the number, attach a file, and send. Status is shown in the UI and confirmed via email. Sent faxes can be shared with the group via Workspace > Share with Others > SBC_FAX_USERS.

4. Caller ID and CSID Considerations

   • If no phone number is configured in the user profile, the Genesys username appears in the fax header (truncated to ~21 characters).
   • If a phone number is configured, the fax header shows the number, but the caller ID on the recipient’s device may still show the username (truncated to ~13 characters). Genesys has confirmed there is no workaround for this limitation.

📄 Supporting Documentation

• Genesys Fax Admin documentation – Covers DID assignment, group creation, and mailbox routing.

• Genesys Fax - User documentation – Provides step-by-step instructions for sending, sharing, and tracking faxes.

• Simply Documentation for Genesys Faxing – Summarizes both admin and user-side setup.

• Fax Solution design provides a visual and technical overview of the Genesys fax routing, mailbox configuration, and cutover timeline.

• ODB-Fax documentation offers a comprehensive breakdown of the end-to-end workflow, including automation scripts and monitoring logic.

• FAX cutover - ODB Operational support model

• ODB - Fax solution update

• ODB - FAX solution latest issues