Fax Accounts

XCALLY section	Fax → Fax Accounts
On this page	1 Overview 2 The Fax Accounts section 3 Create a Fax Account 4 Edit a Fax Account 5 Add Agent to Fax Account

Overview

XCALLY Motion allows you to manage inbound and outbound fax communications using shared Fax Accounts, similar to how voice queues work. This enables multiple agents to handle fax interactions collaboratively, through a dedicated web client designed for customer care needs.

To use the Fax functionality, you must configure:

Fax phone numbers
Trunks
XCALLY Fax Accounts

Once set up, agents can send and receive faxes directly within XCALLY Motion, leveraging the same experience as other communication channels.

The Fax Accounts section

This page describes the Fax Accounts configuration on the New Client Experience, available from version 3.52.0.

To access the Fax Accounts section, navigate to the Fax menu.

From the Accounts list you can:

search for a specific account
set and clear filters
manage columns
activate the advanced search for each field
delete accounts (single or bulk delete)
export accounts, if you select at least one row

Create a Fax Account

To create a Fax Account, click the Add button.

Fill in the following fields:

Name: the name of the Fax account
Key: a short identifier (max 5 characters) displayed in the agent interaction tab
Trunk: select an existing Trunk
Local Station Identifier: text that identifies the fax sender (shown to the remote recipient)
List: default Contact List where new Fax contacts will be saved
Description: optional description for internal reference

At the end click on Add Fax Account.

To enable fax transmission, make sure the T.38pt value is set to yes in the Trunk’s Advanced Settings.

Edit a Fax Account

In the Fax Accounts list, click the three-dot menu next to the account and select one of the options:

associate agents to the account
view the account interactions
check the realtime panel
delete the account
edit a specific account. You can edit the Fax account values and configure additional parameters in different sections:

modify general settings, such as trunk, telephone number, list, notification and transfer options

modify advanced settings, for example modem type, gateway and technology

create dispositions specific for this account

associate routing actions (i.e. Queue, Agent, Gotoif)

view the fax interactions related to this account

go to the realtime panel

associate agents to the account

Settings

General

The General Settings section allows you to update the below fields:

Key: A short account identifier (up to 5 characters) displayed in the agent tab.
Custom Header Info: define a custom header for outbound faxes
Trunk: the selected trunk
Local station identifier: the telephone number
List: Select the contact manager list where new customer records will be stored. Existing contacts will have their interactions linked and displayed in the Customer Journey.

Routing

DEPRECATED FROM 3.60.0 Wait for the Assigned Queue: time (in seconds) the system waits for an agent in the queue to accept the message if the assigned agent is unavailable (default: 10s).