V3 Fax Queues

XCALLY section	Fax → Fax Queues
On this page	1 What’s about 2 Create a Fax Queue 3 Edit a Fax Queue 4 Add Agent/Team to a Fax Queue 5 Fax Queues on New Experience 6 Related topics

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).

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)

Queue Strategy defines how incoming Fax are routed to the agents belonging to a queue. You can select one of the following strategies:

Beepall: delivers the Fax to all the agents until one accepts it
RR Memory: tries to deliver the Fax to the next agent in the list after the one engaged last time

Once created, a Fax Queue strategy can be changed in the Edit Queue form

Agent Timeout in seconds (i.e. the time in seconds the incoming interaction is notified to the Agent)
Description (optional)

Edit 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)

FROM VERSION 3.51.0

In Disposition tab it’s possible to configure dispositions (1st, 2nd, 3rd level) specific for the selected chat queue. So only agents managing this queue will view these dispositions and it will be possible to ensure that only the most relevant Dispositions are shown depending on the interaction’s origin and context.

Add Agent/Team to a Fax Queue

In order to add Agents or Teams to a Fax Queue Edit the Queue and click on the relative buttons to choose the agents/teams to add:

Remember this operation applies immediately

Fax Queues on New Experience

FROM VERSION 3.40.0

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

By editing a created queue you can change inserted settings or, starting from version 3.51.0, create/manage dispositions of this channel