# Cascades Fax Architecture — PacketDial WhiteLabel

**Captured:** 2026-04-24 by Howard
**Screenshots:** `docs/servers/fax-packetdial-whitelabel/`

## Upstream provider: PacketDial (WhiteLabel aka WL)

- **Dashboard:** https://voip.packetdial.com/
- **Account:** `28598` ("CASCADES OF TUCSON" per footer)
- **Platform:** PacketDial v5.17 hosted VoIP + eFax service (private-label reseller of VoIP infra, hence "WhiteLabel")
- **Admin contact:** `CS` login (Cascades admin account — whoever logs in from the MSP side)

## The three Cascades fax boxes

Each fax box receives inbound faxes from a PSTN number, then emails the fax as an attachment to a specified M365 address.

| Box name | Inbound DID | Caller ID | Routes inbound fax to (email) | Faxbox domain |
|---|---|---|---|---|
| **Med Tech** | (520) 347-8490 | "CASCADES" | `medtech@cascadestucson.com` | `medtech.faxboxes.com` |
| **Nurses/RCC** | (520) 347-8460 | "CASCADES" | `fax@cascadestucson.com` | `nurses.faxboxes.com` |
| **Sales** | (520) 347-8449 | "CASCADES" | `crystal.rodriguez@cascad...` (truncated in screenshot) | `ctsales.faxboxes.com` |

All three: Outbound Faxing = Enabled, Retries on fail = 1, Sent Receipts = On, Timezone = Mountain (w/o DST), Allowed Senders = `@cascadestucson.c...` (any internal user).

## Inbound flow for the `fax@` mailbox (Nurses/RCC line)

```
PSTN fax → (520) 347-8460 → PacketDial "Nurses/RCC" fax box
  → email delivery to fax@cascadestucson.com
  → Exchange Transport Rule "Fax Forward and Retain Copy" (Priority 0, Enabled)
    → BCC to 9 recipients (as of 2026-04-24):
       - anna.pitzlin@    [BROKEN — account deleted 2026-04-22, NDRs on every fax]
       - christina.dupras@
       - veronica.feller@
       - medtech@
       - karen.rossini@
       - lois.lane@
       - christine.nyanzunda@
       - ashley.jensen@
       - Britney.Thompson@  [will break post-Litigation Hold + disable]
```

## Known issues (2026-04-24)

| Issue | Impact | Action |
|---|---|---|
| Anna Pitzlin in BCC list but mailbox deleted 2026-04-22 | Every fax generates silent NDR for Anna | Remove from rule immediately |
| Britney Thompson in BCC list, scheduled for disable post-Litigation Hold | Will break future faxes once she's disabled | Remove before disabling her |
| Ashley Jensen reports lost access to `fax@` mailbox | She is in BCC list so receives copies, but may have lost direct delegate/FullAccess on the `fax@` shared mailbox — separate from BCC | Grant Ashley FullAccess on `fax@` shared mailbox directly |
| Transport rule model is brittle — every staff change requires rule edit | Operational debt | Refactor: grant FullAccess on `fax@` shared mailbox to all 9 BCC recipients, delete the transport rule entirely, users open `fax@` as secondary mailbox in Outlook |
| Sales fax → crystal.rodriguez@ (single person, no redundancy) | If Crystal leaves or is OOO, faxes go unseen | Consider a shared mailbox for sales faxes too |
| Med Tech fax → medtech@ role mailbox | Current role-mailbox model is under G2 conversion review per master plan | When G2 converts medtech@ to shared, the fax routing continues to work (emails still land in the mailbox) |

## Outbound faxing

- Allowed senders: anyone with an `@cascadestucson.com` address can send via the PacketDial relay
- Outbound path not documented in screenshots — presumably SMTP relay from Exchange Online to PacketDial's ingress with Allowed Senders enforcement

## Access to PacketDial admin

Login path not yet vaulted. TODO: add PacketDial admin creds to vault at `clients/cascades-tucson/packetdial-whitelabel.sops.yaml` next time we need to change a fax box config.

## Screenshots (source of truth as of 2026-04-24)

- `fax-packetdial-whitelabel/Screenshot 2026-04-24 115936.png` — Fax Boxes list (3 boxes)
- `fax-packetdial-whitelabel/Screenshot 2026-04-24 115949.png` — Edit Fax: Med Tech
- `fax-packetdial-whitelabel/Screenshot 2026-04-24 120004.png` — Edit Fax: Nurses/RCC (feeds `fax@`)
- `fax-packetdial-whitelabel/Screenshot 2026-04-24 120020.png` — Edit Fax: Sales

Exchange transport rule screenshot is in the same directory as the rule definition reference.

## Related

- Master plan: `PLAN-AND-QUESTIONS-2026-04-24.md` (Track C — role mailbox conversions G2)
- Orphan deletes: `reports/2026-04-22-m365-orphan-deletes.md`
- Broader M365 context: `docs/cloud/m365.md`