How are faxes sent and received in Genesys Cloud?

When a user sends a fax, Genesys Cloud converts the file to TIF file format and sends it to the appropriate device depending on your telephony connection. If you are using BYOC Premises, that location is an onsite edge device. If you are using either BYOC Cloud or Genesys Cloud Voice, that location is a cloud media device.

The device 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 device must detect whether an incoming call is a voice call or fax. If fax detection is enabled and the device 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.