Tell Me the Difference Between DID Fax and DID Non-fax Users

If you configure a user as fax-capable in Interaction Administrator, (there is a check box on the Options tab in the User configuration in Interaction Administrator called "Fax Capability" ), then callers to that DID (Direct Inward Dial) agent hear a menu while CIC listens for a fax. CIC then places the call on the queue.

If you do not configure a user as fax-capable, the call goes directly to that user queue to alert (or voicemail if the user is not available) and the menu is skipped.

Fax-capable users do not lose any of the DID features, they only gain the additional menu option and the ability to listen for fax tone.

If you want to force ringback instead of playing the menu to the caller, turn on the Interaction Administrator server parameter, DID Ringback Only. When this server parameter is turned on, it will enable a ringback for an agent with DID, and it will disable the menu that plays.