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Old 06-17-2011, 08:29 AM
keschb keschb is offline
Join Date: Mar 2011
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Default Genesys IVR Faxing

Does anyone know of an interoperability document that covers Genesys IVR and avaya CM 5.2.1?

We have a Genesys IVR that is SIP connected the the CM via Session Manager. We are trying to ge the IVR to send faxes outbound. Genesys is saying the following.

Call Progess Detection for the two calls that you made still returned as "Voice":

6/8/2011 1:00:38 PM - GET - Result=SUCCESS&RequestID=238&Token=T1001&TenantNam e=Resources&CallUUID=I0APR418V500BAULCES38VBSCO000 00B&MaxAttempts=2&AttemptsMade=1&TimeToLive=123s&T TLRemaining=105s&Status=voice
6/8/2011 1:03:38 PM - GET - Result=SUCCESS&RequestID=239&Token=T1001&TenantNam e=Resources&CallUUID=I0APR418V500BAULCES38VBSCO000 00C&MaxAttempts=2&AttemptsMade=1&TimeToLive=123s&T TLRemaining=104s&Status=voice

According to Genesys, in order for the IVR to detect the other end as a fax machine or a fax modem, the IVR needs to have at least 350 millisecond of fax tone. However, what they're seeing is only 60 ms of the fax modem tone coming through. What they want to know are:

1. emoving a portion of the audio fax tone when the call is connected to a fax machine
2. doing its own Call Progress Detection, and not sending audio until it own Call Progess Detection is complete
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