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Interaction Media Server Technical Reference
Interaction Media Server Faxing
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CIC uses Interaction Media Server to handle the transmission and reception of fax documents to and from client workstations. Interaction Media Server uses the T.38 or T.30 protocol (fax over IP) to transmit faxes in IP networks. Also, you can add Quality of Service (QoS) to the T.38 or T.30 protocol. QoS snds IP packets with high priority, which network routing devices recognize.
You can configure CIC to use the T.38 protocol, the T.30 protocol, or both protocols for faxing through Line Configuration dialog box in Interaction Administrator.
For information about fax license requirements, see Interaction Media Server Fax Licensing.
Inbound fax processing
The following diagram shows how Interaction Media Server processes inbound faxes in your CIC environment:
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Item |
Description |
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1 |
An external source transmits a fax to a telephone number for a user extension in the CIC network. Note: Faxes sent to a station extension do not require audio processing through Interaction Media Server. |
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2 |
A gateway converts the analog fax data to a digital format and sends the data to Interaction Media Server. |
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3 |
Interaction Media Server converts the fax data to TIFF format image files and sends the files to CIC. |
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4 |
CIC attaches the fax images to an email message and addresses it to the associated user of the target station. |
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5 |
A user receives an email message with the fax attachment. |
Note:
Inbound faxes to stand-alone fax machines do not go through Interaction Media Server. For more information about configuring CIC for stand-alone fax machines, see the PureConnect Installation and Configuration Guide.
Outbound fax processing
The following diagram shows how Interaction Media Server processes outbound faxes in your CIC environment:
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Item |
Description |
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1 |
Using Interaction Fax, a user of a station sends a fax to an external telephone number. |
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2 |
CIC sends the fax data—in the form of TIFF format image files—to Interaction Media Server. |
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3 |
Interaction Media Server converts the TIFF format images of the fax to either the T.38 or T.30 protocol and sends that data to the gateway that conveys communications for the external telephone number. |
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4 |
The gateway converts the digital fax data to analog fax signals and sends that signal to the external telephone number. |
Note:
If you use a SIP carrier to transmit faxes to external destinations, that SIP carrier must support the T.38 or T.30 protocol.