The Fax Channel Section shows all the interactions managed by the Agents and coming from Fax Channels.
The Fax Channel allows you to define the Fax Accounts associated to a Local Station Identifier (Fax Telephone Number) that the Agents, belonging to specific Fax Queues, can share and use to send and receive Faxes in the standard XCALLY Motion Omni Desktop Interface.
Fax Benefits
The Customer and the Agent can exchange faxes inside the XCALLY Motion Channels common environment, reaping the following benefits:
the Agent can manage several types of interaction at the same time
the interaction content is shared, easily retrieved and managed
all the Customers information is stored in the Contacts Manager
Whenever customers interact with the Contact Center sending a fax, the Agents belonging to the specific fax queue will receive a request on the Omni Desktop interface.
They can reject it and the request is passed to another Agent in the same queue.
The interaction starts when one agent accepts it: all the others will be notified that the interaction has already been taken by somebody else.
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If your Agent Desktop is running on MAC with OS High Sierra and using the Browser Safari, remember to enable the audio notifications in Safari in order to receive an audio alert for all incoming interactions |
Fax Session
Let's see how a typical fax exchange session looks like:
The Agent can directly reply to a fax clicking on the button
and the compose fax form will show up:
The Agent can insert the fax text and eventually attach a document (one file per message, maximum size=15 MB) to the conversation and send it.
Moreover every interaction presents, on the right side of the screen, contextual information that the agent can use (during the session or after it) to manage the interaction/customer with these tabs:
You can explore documentation about that on this page
On the Agent's side, anytime a fax is sent:
 | a single checkmark means that the fax is still processing and not yet sent. |
 | a double checkmark means that the fax has been delivered. |
If the fax sending encountered an error the system displays an error notification in red, like in the following example:
If the interaction tab is open but the Agent is working on something else, a red badge will appear any time a new fax regarding the same interaction is received (where the number shown is the number of unread fax).
Closing Fax session
If the Agent closes the session clicking on the X sign in the session tab:
and confirm:
The interaction can be simply Closed or Closed & Disposed
or ready-to-use multi level dispositions:
The same Close&Dispose action can be applied clicking on the 3 dots of the interaction and then on Close and dispose
. You can explore documentation about dispositions on this page.
Moreover, if the Transfer option is set by the administrator in the Website Settings, the Agent can also see this command in the menu of 3 dots in order to redirect the
chat interaction:
You can explore documentation about transfer on this page.
Fax Interactions
The list of the interactions managed by the Agents will be available on the Fax Interactions view:
The down/up arrows near the Last message field indicate if the last message was incoming or outgoing.
You can filter the interaction list by: Start Date, Read/Unread, Status (Open/Closed), Account, Agent (the first one who managed it), Tags (multiple choice).
Moreover you can search interactions by search button (click here for documentation) or you can use advanced search (click here to read relative documentation).
The interaction can be:
Open
Closed (by an Agent)
If you see a small number near the contact name, it means that new interactions have been received (but not managed yet) in the same fax exchange.
Clicking on the Interaction row, the agent is able to see all the messages exchanged in the single session, as well as the right side bar information (contact, interaction, journey).
Clicking on the three dots menu, the agent can apply the following commands to the selected interaction:
- Show the interaction contents
- Download a pdf transcript of the interaction (depending on Agent's permissions)
Send a new Fax
In order to send a New Fax click on + button, choose the account (from the list of those available) from which to send it and then compose the fax body and recipient:
