Fax Channel Setup
Overview
The XCALLY Motion Fax Channel enables the configuration of Fax Accounts that Agents—assigned to specific Fax Queues—can use to send and receive fax messages via the XCALLY Motion Omni Desktop Interface.
The Fax section includes the following key components:
Fax Queues: configure queues specifically dedicated to handling fax sessions. You can define routing strategies, manage agent teams, and assign agents to these queues.
Fax Accounts: set up all necessary parameters for sending and receiving faxes, such as authentication credentials, SIP trunk details, and server configuration.
Fax Realtime: a real-time monitoring dashboard for tracking fax activities, including sent, received, and failed transmissions.
Fax Triggers: define automatic actions and workflows triggered by specific fax events (e.g., fax received, send failed).
Architecture
The Fax Channel provides full support for both sending and receiving faxes. Agents interact with fax messages seamlessly—similar to how they manage other communication channels such as email or chat—within the Omni Desktop Interface.
To enable fax functionality:
Configure Fax Accounts with the required transmission and reception details.
Assign Agents to Fax Queues to ensure proper routing and handling of fax messages.
Define Triggers to automate operations upon sending or receiving a fax (e.g., notifications, ticket creation, logging).
Once configured, Agents can manage fax communications transparently, as part of their daily workflow.
Fax sections
