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Fax Queues

Fax Queues

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:

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Create a Fax Queue

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

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  • 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

 

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