Fax Channel

The Fax Channel Section shows all the interactions managed by the Agents and coming from Fax Channels.

The Fax Channel allows you to define the Fax Accounts associated to a Local Station Identifier (Fax Telephone Number) that the Agents, belonging to specific Fax Queues, can share and use to send and receive Faxes in the standard XCALLY Motion Omni Desktop Interface.

The Customer and the Agent can exchange faxes inside the XCALLY Motion Channels common environment, where:

• the Agent can manage several types of interaction at the same time

• the interaction content is shared, easily retrieved and managed

• all the Customers information is stored in the Contacts Manager 

Whenever customers interact with the Contact Center sending a fax, the Agents belonging to the specific fax queue will receive a request on the Omni Desktop interface.

They can reject it and the request is passed to another Agent in the same queue.

The interaction starts when one agent accepts it: all the others will be notified that the interaction has already been taken by somebody else.

Fax Session

Let's see how a typical fax exchange session looks like:

The Agent can directly reply to a fax clicking on the button  

and the compose fax form will show up:

The Agent can insert the fax text and eventually attach a document (one file per message, maximum size=15 MB) to the conversation and send it.

On the Agent's side, anytime a fax is sent:

	a single checkmark means that the fax is still processing and not yet sent.
	a double checkmark means that the fax has been delivered.

If the fax sending encountered an error the system displays an error notification in red, like in the following example:

Closing Fax session

If the Agent closes the session clicking on the X sign in the session tab:

and confirm:

The interaction can be simply Closed or Closed & Disposed, choosing one of the listed single level dispositions:

or ready-to-use multi level dispositions:

The same Close&Dispose  action can be applied clicking on the 3 dots of the interaction and then on Close and dispose

Dispositions

Dispositions available in the list must be created by the Administrator in advance and can be single or multi-level (up to three).

If on closing an interaction is disposed by an Agent, you can see in the Status column of the Interactions List:

the name of the disposition applied:

Now, hovering over it with the mouse all the information on the disposition itself will be displayed:

so you can discover that in the above example a single level disposition has been applied.

If, on closing, the Agent chooses a multi-level disposition instead, the name of the disposition that is positioned at the lowest level of the set (second or third level) available will be shown, as in the following example:

Now, hovering over it with the mouse all the information on the disposition set will be displayed:

NOTE: The Administrator/User can set the disposition as Mandatory: in this case the Agent is requested to dispose the interaction when closing and until this operation is finished the agent will remain paused.

Transfer

If the Transfer option is set by the administrator in the Account Settings, the Agent can also see this command in the menu in order to redirect the FAX interaction:

to another queue or to another agent (among the online and not in pause status agents):

and the system will let you choose among those available:

Contextual information

On the right side of the screen there is contextual information the agent can use (during the session or after it) to manage the interaction/customer:

CONTACT	INTERACTION	JOURNEY
To add more details in the Contacts Manager file, click on More	It refers to the current interaction	Here you can see the entire history of interactions with this user All these interactions are coming from Fax Channel. You can filter the interactions by channel and by date using the filters above. Each interaction can be opened clicking on this button (and this feature is available only for those Agents with proper permissions on the specific item) or inspected clicking on Show Details

List of Fax Interactions

The list of the interactions managed by the Agents will be available on the Fax Interactions view:

The down/up arrows near the Last message field indicate if the last message was incoming or outgoing.

You can filter the interaction list by: Start Date, Read/Unread, Status (Open/Closed), Account, Agent (the first one who managed it), Tags (multiple choice).

The interactions can be searched by: 

• interaction ID

• message text

• contact first name

• contact last name

• from (fax number)

Click the search button, insert the search string and confirm:

and the list of the contacts matching the search string will be shown. When you want to go back to the full list of contact view again, click on X.

The interaction can be:

• Open 

• Closed (by an Agent)

If you see a small number near the contact name, it means that new interactions have been received (but not managed yet) in the same fax exchange.

• Clicking on the Interaction row, the agent is able to see all the messages exchanged in the single session, as well as the right side bar information (contact, interaction, journey).

• Clicking on the three dots menu, the agent can apply the following commands to the selected interaction:
  - Show the interaction contents
  - Download a pdf transcript of the interaction (depending on Agent's permissions)
  

You can use the Advanced Search button and select a field to be matched with a value among a list of all those available. When you click this button (you find it on the right side of the toolbar), the system will show you the following form:

• 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)

• Select or insert the Value

• Add the Condition (click on + )

To add more conditions repeat the operation, like in the following example:

and choose whether the conditions:

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

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

It is possible to:

Send a new Fax

In order to send a New Fax click on + button, choose the account (from the list of those available) from which to send it and then compose the fax body and recipient: