128 Chapter 10 Routing table administration
Fax Detection
Call Center can detect fax calls and route them to a skillset mailbox. If you want Call Center to detect incoming faxes, you must make your first routing table step:
•a Greeting step
•with Forced Play
•without a transfer
•with a greeting that is a minimum of 11 seconds long
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 do not set up the routing table to detect 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.
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