What is a Fax Queue?
A XCALLY section | Fax → Fax Queues | ||||||||||||||
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📋 What’s about
A Fax Queue is a way to route incoming Fax to a group of agents.
For every Fax interaction request coming from a configured Fax Account the Agents belonging to the Fax Queue will be notified:
when the Fax is accepted,
the system will open a specific Tab on the Agent Desktop, showing the actual Fax (together with all the following Fax belonging to the same interaction).
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💡 Fax Queues Section
In the Fax Queues Section you will find the existing Fax Queues:
Click on 
to
show the command menu in order to Edit or Delete it, and to add/remove Agents/Teams to the Fax Queue.
To Delete or to Export in CSV one more queues you can select them and the related function icons 
will appear on the right of the upper bar.
Create a Fax Queue
To create a new Fax Queue click the button 
:
Enter the Fax Queue details:
Name
Strategy (Beepall/RRMemory
Edit/Modify a Fax Queue
Edit the Fax Queue to change the following Settings:
Strategy
Agent Timeout in seconds (i.e. the time in seconds the incoming interaction is notified to the Agent)
Description (optional)
Add Agent/Team to a Fax Queue
In order to add Agents or Teams to a Fax Queue Edit the Queue and click
(or use the command menu functions) and on the relative buttons to choose the agents/teams to add:
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Remember this operation applies immediately |
📠 Fax Queues on New Experience
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If you enable New Client Experience, you can view this visualisation, with the list of created fax queues:
From this menu, you can:
search for a specific team
clear all filters
manage columns, by selecting or not them
Moreover by clicking on the button
you will reset the table with original columns
Moreover you can order elements in ascending or descending order, by clicking on arrows, while you can activate the advanced search for each field
ID | equals / not equals / less than / less than or equal to / greater than / greater than or equal to | numeric value |
Name | starts with / contains / not contains / ends with / equals / not equals | textual value |
Timeout | equals / not equals / less than / less than or equal to / greater than / greater than or equal to | numeric value |
Strategy | dropdown menu with checkbox options | select one or more choices |
Created at | select range date from the calendar | |
Updated at | select range date from the calendar | |
Description | starts with / contains / not contains / ends with / equals / not equals | textual value |
To create a new fax queue, you can click on Add and indicate:
queue name
strategy: beepall or RR memory
agent timeout
optional description
By clicking on 3 dots button of a team, you can:
edit the queue, by changing name
associate teams, agents, profiles selecting them from the modal (example below)
view realtime
delete the queue
To associate agents, you can click on an available one and click on:
to add the selected option
to add all the available agents
to remove the agent from the right column
to remove all the selected agents
Related topics
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