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6. After Queue public folder name, type the name associated with the public email address.
The queue public folder name is the name used to describe the alias email for the queue. For
example, if the alias is Support@yourcompany.com, then the public folder name could be Support.
The Queue Public Folder Name appears in the Outlook public folder list as CyberAED/Queues/
<QueueName>.
7. After Email address for email replies, type the email address where you want email replies sent.
8. After Email address for fax replies, type the email address where you want fax replies sent.
9. After GFI reply commands, optionally type fax code for additional fax directives.
For example, you might want to add a cover sheet to each fax sent out.
10. Click Save.
Configuring Multimedia Contact Center Fax routing options
Configuring Multimedia Contact Center Fax routing options is done in the Contact Center Management
website.
To configure fax routing options
1. In Contact Center Management, click YourSite=>Configuration.
2. On the Configuration menu, click Queue=>Queue.
3. Across from a fax queue, click Edit.
4. Click the Multimedia Contact Center Fax Routing options tab.
5. After Priority of this queue in relation to all other queues associated with this media server,
type a priority value between 1 and 10 inclusive.
The priority value 1 has the highest priority.
6. Under Requeue Options, after Agent requeue time, type the minutes after which the fax contact re-
queues.
7. After Duration a fax is on hold before the agent requeue timer starts, type the minutes after which
the fax contact enters the requeuing sequence.
8. Under Interflow options, after Interflow Time, type the minutes after which the fax contact is
interflowed.
9. If you want the fax to interflow to a specific fax queue, select the Internally interflow to this fax
queue check box, and select the interflow queue.
10. If you want the fax to interflow to a specific email address, select the Externally interflow contacts
to this email address check box, and type the interflow email address.
11. Click Save.
Adding queue groups
You must add queue groups to the YourSite database, and associate queues to the queue groups so you can
run reports on queue group activities and view queue group activities in real time.
NOTE: When a queue is added in Contact Center Management and synchronized with the telephone system,
real-time events are turned on by default.
If you have an SX-200 or SX-2000 telephone system, you must add queue groups in the Contact Center
Management website using YourSite=>Configuration. If you have a 3300 ICP, we recommend you add queue
groups in YourSite Explorer. If you have a 5000 or Axxess telephone system, you must add queue groups in
YourSite Explorer.