About Profiles in Infinity
Profiles represent the user’s status and indicate how a user can be reached on their devices. In the profile, you can determine, for example, if a voicemail should be activated, if the call should be forwarded to a group, automatic login to groups after a diversions, exceptions if calls to a mobile number should go through despite a meeting diversion.
What can a profile control?
Profiles can specify which devices should ring.
A profile can direct calls to voicemail or to spoken diversions, either directly or if the user cannot answer.
The profile shows your status to colleagues by displaying a selected icon, color, and text in contact lists.
Which queues the user is logged in or out of.
How can a profile be activated?
By the user or an administrator that manually activating it.
Based on a schedule.
Based on location from the mobile app.
Based on trigger words in the calendar, see also Calendar and Contact sync with Microsoft.
Manage Profiles in the Infinity Portal
In the Infinity Portal, new profiles can be created, modified, and deleted (even default profiles can be deleted).
If you are an administrator, you can access a user’s profiles by clicking on the user’s name and selecting “Become this user” or the “Become icon” in the user list.
After that, go to "My Page" in the left main menu, then "Profiles > Profiles":
The profiles above are pre-configured with spoken diversion, except for “available” and “do not disturb,” where the default is to only play a busy signal. Those that have "Number" are the ones that play a recorded message.
Notice
Users with “MEX” by default also have their mobile number disabled when diverted, which is commonly something users want to change.
Edit a Profile
By clicking the pencil icon in the view above, the profile editing window opens. Here, you can adjust the color for the profile, and the symbol that will be visible to colleagues in the mobile app/softphone.
Priority: The lowest number has the highest priority in case of a conflict with personal schedule. If there are multiple active profiles, the one with the lowest number will be the active.
Number: Activation-number for the profile from a button phone (DTMF).
Caller ID
Specify which number should be displayed for outgoing calls when using the specific profile. Here, you can differentiate the number presentation based on which device the call is made from.
Automatic Queue Login
A little further down, you will find “Queues,” where you determine which groups the user’s devices should be automatically logged into when the agent returns to for example the “available” profile. The PBX can also differentiate, for example, if you only want it to ring on one or multiple devices when a call comes to a specific queue. If automatic login should occur on multiple queues, several queues will be listed below, and the same procedure is followed.
Call Routing
Indicates how the call is routed when using the specific profile.
When someone calls “any of my numbers” the call will be routed to the user’s softphone on the computer, ring for 25 seconds and then be sent to the users voicemail.
Ringing through to the mobile during a diversion is done by “create new exception” > “when someone calls > mobile” , “then transfer to > mobile”. Conclude by saving the exception.
When adjustments to the profile have been made, don’t forget to click Save.
Scheduler
There is also a scheduler for your profiles, which is useful for creating a recurring schedule. For example, if you have lunch every day from 12-1 PM, you can set the lunch profile for that time. The user’s scheduler can be found both in the left menu under Profiles and by clicking the “Scheduler” button under profiles.
Example of how a personal schedule with profiles might look:
