Fax Queues

XCALLY section	Fax → Fax Queues
On this page	1 Overview 2 Create a Fax Queue 3 Edit a Fax Queue 4 Add Teams 5 Add Profiles 6 Related topics

Overview

Fax Queues allow you to route incoming faxes from a configured Fax Account to a group of agents. When a fax interaction is received, all agents assigned to the corresponding Fax Queue are notified. Once an agent accepts the fax, a dedicated Tab opens in the Agent Desktop, displaying the document along with any subsequent faxes that belong to the same interaction.

This page describes the Fax Queue configuration on the New Client Experience, available from version 3.40.0.

In the Fax Queues Section you will find the existing Fax Queues and you can easily search, filter, and sort to quickly find and manage the queues you need:

Create a Fax Queue

To create a new queue of a digital channel, you can click on Add button and fill in the following details:

Name: specify a unique name for the queue.
Strategy: choose a routing strategy:
- Beepall: Delivers the interaction to all agents until one responds.
- RR Memory: Routes the interaction to the next agent in the list after the one engaged last time.
- FROM VERSION 3.60.0 on new experience Least recent: Routes the interaction to the agent who was least recently notified by this queue

The routing strategy can be modified later in the Edit Queue form

FROM VERSION 3.60.0 on new experience Weight: each queue is assigned a weight that represents its priority level. A higher weight means higher priority. it is configurable with a range value from 0 (default) to 10 and it is a cross channel weight
Agent Timeout: define the time (in seconds) before the incoming interaction is notified to the agent.
Description (optional): provide additional context or information about the queue.

Discover how to configure queue settings with the routing model from version 3.60.0

After creation, click the menu icon [⋮] to access options to:

edit the queue details
associate teams, agents, profiles
view realtime
delete the queue

To delete or export one or more queues to CSV, select the queues. Action buttons will appear in the top bar.

Edit a Fax Queue

To modify a Fax Queue, access the Edit form to update:

Strategy
Agent Timeout in seconds: time (in seconds) an agent is notified of a new fax interaction
Weight FROM VERSION 3.60.0
Description (optional)

Edit → Dispositions

FROM VERSION 3.51.0

On dispositions tab of a channel queue, you can configure dispositions (1st, 2nd, 3rd level) specific for the selected queue

Explore documentation about how to create and manage dispositions specific for queues

Add Agents

On the New Client Experience, the Agents assignment can be performed in three ways Explore documentation about How to associate Agents to Queues

Add Teams

On the New Client Experience, the Teams assignment can be performed in two ways Explore documentation about How to associate Teams to Queues

Add Profiles

On the New Client Experience, the Agent Profiles assignment to queues can be performed in two ways Explore documentation about How to associate Profiles to Queues