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128 Chapter 10 Routing table administration
N0025637 01
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.