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FAX Queues

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FAX Queues

What is a Fax Queue?

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).

The Fax Queues Section

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 thebutton :

Enter the Fax Queue details:

  • Name
  • Strategy (Beepall/RRMemory)
  • Agent Timeout in seconds  (i.e. the time in seconds the incoming interaction is notified to the Agent)
  • Description (optional)
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

Edit/Modify 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)
Add Agent/Team to a Fax Queue

In order to add Agents or Teams to a Fax Queue Edit the Queue and click on  (or use the command menu functions) and choose the agents to add:

Remember this operation applies immediately
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