Fax Routing in C4C

[former_member655370]

Hi Experts,

Currently we have a scenario where we need some assistance.

Our client in customer care uses faxes where they receive faxes from their customers. Is there a way i can rout them directly to C4C as tickets? Since these faxes are converted to email and sent to respective agents we tried to rout them using the C4C technical mail ID and it does reach C4C with channel/Source as Email, However we need the Channel/Source to be Fax.

Is there any option since i am unable to find any documentation on the same.

Regards,

--Swaroop

[nish_murthy · Accepted solution]

Hi Swaroop,

As the faxes are converted to e-mail, and routed to the e-mail channel in the system, the Source field in the Ticket will be set to E-Mail itself.

The Source field cannot be changed after Ticket creation. Hence, as a possible solution - you may consider implementing this via PDI and set the Source field - before the Ticket gets created.

Kind Regards,

Nishanth

[former_member655370 · Accepted solution]

nish_murthy Thanks for the input, PDI was a backup plan, wanted to see anything can be done manually which i believe isn't possible.Also we tried the POC on changing to source to Fax but there are other things like SLA,Ticket routing is not getting updated which we are still investigating.