ON THIS PAGE

1 The Fax Accounts Section
- 1.1 Add a New Fax Account
- 1.2 Edit/Modify a Fax Account
  - 1.2.1 Settings
  - 1.2.2 Advanced
  - 1.2.3 Dispositions
  - 1.2.4 Actions - Define Fax Routing
  - 1.2.5 Interactions
  - 1.2.6 Interactions log files
  - 1.2.7 When an advanced search selection is active
- 1.3 Add Agent to FAX Account
  - 1.3.1 Add Agents

What are the Fax Accounts?

With XCALLY Motion you can share a single Fax-box among several agents and use it in a way similar to a voice queue.

XCALLY Motion offers a web client Fax specific for Customer Care needs, where the Agents share all information: what you need to do is just to configure Fax phone numbers, Trunks and Motion accounts, and manage Fax exchange using XCALLY Motion, as well as for the other channels.

The Fax Accounts Section

In this Section you can add New Fax Accounts and manage the existing ones.

Add a New Fax Account

Click on to add a New Fax Account:

and insert the requested values:

Name: the name of the Fax account
Key: here you can define a short name (5 char maximum) for this Account that will be shown on the Agents interactions tabs
Trunk: choose one of the trunks in the list (it must be created before)
Local Station Identifier: Local station identification text string that identifies the sender to the remote side of the fax transmission
List: the default List where the new Fax contacts will be saved in the Contacts Manager, if it is not already there
Description: insert here a description (optional)

At the end click on Add Fax Account.

Remember to insert the T.38pt value in the Advanced section of the Trunk (default=no) in order to enable sending and receiving fax, like in the following example:

Edit/Modify a Fax Account

On the FAX Accounts list click on related to the one you want to edit/modify in order to:

Edit the FAX Account
Go to Interactions list for the Account
Go to Realtime environment
Add Agent to FAX Account
Delete FAX Accounts

Editing a Fax Account you have a list of Sections:

Settings

General

In this section you can edit and change the values inserted when adding the Fax Account:

You can also configure the following parameters:

Add a customized Header Info for the outbound Fax
Wait for the Assigned Agent: the time a new message waits for the same Agent currently managing the interaction (with closed tab) to accept it, when the Agent is not available on the system because logged out or in pause. By default 10 seconds; the allowed values range is 1-2147483.
Wait for the Assigned Queue: If the Agent currently managing the interaction doesn't accept a new message within the Assigned Agent Timeout or rejects it, the interaction is transferred to the Queue which the Agent is part of. The parameter Wait for the Assigned Queue is the time a new message waits for an Agent in that Queue to accept it, before proceeding with the action plan. By default 10 seconds; the allowed values range is 1-2147483.

The Administrator can customize the notification of a new interaction in order to show to the Agent information about the source, the sender, the recipient queue and so on.

The Setting section of the Notification is under the general settings of a channel account and allows to:

enable/disable the notification sound
enable/disable the notification shake effect
define notification contents and style in the Template section (here you can define which information to show about the specific interaction using XCALLY Motion variables)

Transfer

Toggle to enable/disable the Agent transfer to a queue or to another agent and set the specific timeout (the time in seconds the message will wait to be accepted before returning back as unread).

If this switch is on, the Agent will be able to Transfer an interaction, like in the following example (queue): click on and then Transfer

You can click here to explore documentation about transfer

Advanced

In this section you can change the following values:

ECM: Error Correction Mode (ECM) enable/disable option (default=enabled)
Min Rate/Max Rate: Minimum/Maximum transfer rate used during fax rate negotiation (default minimum=2400 and maximum=14400)
Modem: A comma separated list of one or more of the possible values (default value=V17,V27,V29)
Gateway: enable/disable the server as gateway (default=no)
Fax Detect: Enable Fax Detect with optional timeout in seconds (Default=no)
T.38 Timeout: The timeout used for T.38 negotiation (minimum value=1000)
Technology: Trunk Technology used for outgoing fax (Default=SIP)

Disposition

Mandatory Disposition: enable it you want the Agent to be forced to dispose the interactions managed and set the Agent pause status to be automatically applied during this operation (default=NO).

When you enable this feature a new field will be displayed: click on the field to view all the available pauses and select one.

Dispositions

The Dispositions created here will be available when the Agent disposes a mail message coming from this account.

See here How to Manage Dispositions.

Actions - Define Fax Routing

In this section you should define the Actions for the Fax account to be executed by adding applications, working rules and intervals.

So when a new chat interaction arrives, it follows actions inserted here:

Interactions

In this section you can find the list of the Fax interactions occurred on the Account:

You can filter the interaction list by Start Date, Read/Unread, Status (Open/Closed), Website, Agent, Tags:

or use the button to activate the Advanced Search and select a field to be matched with a value among a list of all those available.

When you click this button, the system will show you the input form:

Now do the following:

Select the Field (scroll the list of all the available search fields)

Select the Operator among those available (eg.: equals, contains, starts with, and so on)

2. Select or insert the Value

3. Add the Condition (click on )

To add more than one condition, repeat the operation, like in the following example:

and choose whether:

the conditions must all be met:

or at least one of them:

When you finish, click on the button in order to start the search: the query is executed and all the items that match the conditions inserted are shown.

If you want to delete the advanced search condition inserted click on the single search condition button to delete it or click on the button in order to delete all the conditions set at once.

On this form it is possible to:

1a. modify a condition set: click on a set condition and press Edit

1b. now change the condition as you like(field, operator, value)

2a. temporarily disable the search condition: click on the set condition and press Disable:

2b. and enable it again

On this list, you can select one or more mail interactions and download the information about them in a CSV file (click on the corresponding checkbox and then on the icon ) or delete them (click on the corresponding checkbox and then on the trash bin ):

On the single interaction, the Supervisor can use the three dots command menu in order to:

Spy the interaction and eventually insert a secret note in the interaction that the agent will be able to see
Download a zip file containing the transcript of the interaction
Delete the interaction

Add Agent to FAX Account

On the FAX Accounts list you can add Agents in two ways:

select the FAX Account and click on , than choose the menu entry Add Agent to FAX Account:

edit the Fax Account and than click on the add menu button:

and select the agents from the list:

If the agents are not added to the SMS Account, they will not be able to see the interactions exchanged in this account interactions list.

XCALLY Motion V3

V3 Fax Accounts