OpenText Cloud Fax - OpenText Core Case Integration and Automation

Common Integration Use Cases Between OpenText Cloud Fax and OpenText Core Case

1. Fax Intake for New Case Creation

Data flow: OpenText Cloud Fax ? OpenText Core Case

Incoming faxes such as claims forms, legal notices, referral documents, or compliance submissions are automatically captured from OpenText Cloud Fax and used to create a new case in OpenText Core Case. The fax image and metadata such as sender, timestamp, and fax number are attached to the case, while OCR or indexing can extract key details to route the case to the right team.

Business value: Reduces manual scanning and data entry, improves intake speed, and ensures every faxed document is tracked within a structured case workflow.

2. Fax Attachments for Case Evidence and Audit Trails

Data flow: OpenText Cloud Fax ? OpenText Core Case

Faxed documents can be automatically stored as supporting evidence within an active case, such as medical authorizations, signed forms, vendor confirmations, or regulatory correspondence. Core Case maintains the fax as part of the case record, preserving a complete audit trail for review, escalation, or compliance reporting.

Business value: Strengthens case documentation, supports audit readiness, and reduces the risk of missing critical evidence.

3. Outbound Faxing from Case Workflows

Data flow: OpenText Core Case ? OpenText Cloud Fax

When a case requires external communication, users can send documents directly from the case to OpenText Cloud Fax for secure delivery. Examples include denial letters, request-for-information notices, settlement documents, or approved forms that must be sent to customers, providers, attorneys, or government agencies. Delivery status can be returned to the case for tracking.

Business value: Speeds up outbound correspondence, keeps communication tied to the case, and improves visibility into delivery completion.

4. Automated Follow-Up on Failed or Delayed Fax Delivery

Data flow: OpenText Cloud Fax ? OpenText Core Case

If a fax transmission fails, is busy, or is not confirmed within a defined timeframe, Cloud Fax can trigger an update or task in Core Case. The case owner receives an alert to retry the fax, contact the recipient, or escalate the issue. This is especially useful for time-sensitive processes such as claims, appeals, or compliance submissions.

Business value: Prevents missed deadlines, improves accountability, and reduces manual monitoring of fax status.

5. Case-Driven Fax Routing to Specialized Teams

Data flow: OpenText Cloud Fax ? OpenText Core Case

Incoming faxes can be classified by fax number, cover sheet, or document content and routed into specific case queues in Core Case. For example, provider authorizations, legal service requests, and customer dispute documents can each be assigned to different case types and teams based on business rules.

Business value: Improves first-touch routing accuracy, reduces handoffs, and shortens resolution times across departments.

6. Secure Exchange of Sensitive Case Documents with External Parties

Data flow: OpenText Core Case ? OpenText Cloud Fax

For regulated or legacy recipients that still require fax, Core Case can send sensitive case documents through Cloud Fax instead of email. This is useful for transmitting signed releases, protected health information, legal filings, or government forms while maintaining controlled delivery and traceability.

Business value: Supports compliance requirements, enables secure communication with fax-dependent partners, and reduces reliance on manual printing and mailing.

7. Case Status Updates Based on Fax Receipt Confirmation

Data flow: OpenText Cloud Fax ? OpenText Core Case

When a required fax is received, such as a signed consent form or supporting documentation, Cloud Fax can update the related case status in Core Case from pending to received or ready for review. This can also trigger the next workflow step, such as adjudication, approval, or closure.

Business value: Accelerates process progression, reduces status ambiguity, and helps teams work from a single source of truth.

8. Centralized Case History for Fax-Heavy Processes

Data flow: Bi-directional

OpenText Cloud Fax and OpenText Core Case can work together to maintain a complete case history that includes both inbound and outbound fax activity. Core Case stores the business context, tasks, and decisions, while Cloud Fax provides transmission logs, delivery confirmations, and fax artifacts. This creates a unified record for investigations, customer service, claims handling, or compliance reviews.

Business value: Improves transparency across teams, simplifies audits and dispute resolution, and provides a complete operational record for each case.