Infinity Teams App - 1.2.2
  • 03 May 2024
  • 7 Minutes to read
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Infinity Teams App - 1.2.2

  • PDF

Article summary

The Infinity Teams app for Microsoft Teams enables you to handle and simplify your communication with colleagues and contacts.

The app consists of a search and six panels:

  1. Current call - understand and handle your ongoing call
  2. Interactions/History – interactions with the caller and your calling history
  3. Users – your colleagues in Infinity
  4. Queues – your calling queues in Infinity
  5. Contacts – your external contacts imported and synchronized to Infinity
  6. Queue Calls – your organistation's incoming queue calls

Explore the panels in the sections below and find out how you can use them to make your work easier.


Current call

Manage your ongoing calls effectively. This panel is visible only when there is an active call; otherwise, the space is occupied by the Users panel.

In the current call section, you'll find the caller's name, phone number, talk time, and the contact's name from the integrated system, provided there is a connection with an integration. The customer card in your CRM can be opened automatically or manually. For more information, refer to the Integrations section.

The upper right corner features the following call control buttons:

parking callsrecordingopen integrationmove to another devicehang up

This panel also presents a dynamic timeline of the ongoing call, offering a history of the call to indicate whether it's a direct call or a transferred call. It alerts you if the caller has been in the queue for an extended period. Each event in the timeline is denoted by an icon, a relative timestamp, and a descriptive text.

IVR - Voice menu played

IVR - Voice menu choice

Call answered by colleague

Group - call arrived in Queue

Warning - SLA breached in queue    

 Blind transfer

Attended transfer

Return transfer - Agent didn't pick up call

Now

More - If events exceeds 9



Interactions/History

This combined view automatically switches during active calls to display interactions with the other party. When there are no active calls, your history is displayed.

The Interactions view displays previous interactions with the calling or called party by searching the entire company call history. This feature makes it easier to identify which colleague the customer has previously spoken with.

The History view displays your call history, including call direction, caller, recipient, and timestamp.

  1. Minimize/Expand the history field.
  2. Choose which history for the day you want to see. Default is your own user’s history, but one can also choose to see a queue’s history by clicking this icon and via a pop-up choose which Queue History you want to see. 
  3. Search for a number
  4. Per default this is not seen, but when a queue is chosen, the chosen queue name will show here. 


Users

In Users Dashboard, you can view your co-worker's current status (available, busy, in a meeting, etc.) through the telephone system. This assists in deciding the best way to contact the coworker in question.


For each colleague you will see:

Avatar & profile icon
Name
Call status
Active profile
List of phonenumbers
Blind & Attended transfer icon*
Chat, E-mail, SMS, Call & add/remove favorite
Send callback message with info from current call*

* only available with an active call

The functionality has been enhanced by allowing the expansion or minimization of the Users panel, which makes more Queue information visible. Additionally, Users or Profiles can now be sorted in alphabetical order. 

Note: Users marked as favorites will always appear at the top.

Tip: If you haven't assigned IM and TEL URLs to your Teams app yet, search for "Default apps" in Windows, click on it, and then select "Choose default apps by protocol." Scroll down to IM and TEL and set Teams as your default app.

Tip: The user search function also scans user fields, so adding skills and information about users can help in easily finding the right colleague for any situation.


By default, users are organized into Departments if they have been assigned to Departments in our UC Portal.


Favorite Users will always be displayed at the top, and users not assigned to a Department will be categorized under Others. Each department can be minimized or maximized as desired. Should a user choose not to view the Department layout, it can be disabled under the Settings.


Customers using Profiles in our UC Platform can change them by clicking the colored button on their User Avatar/Icon in the Users section.

In the provided example, the user Anna has activated the Meeting profile, which will override the current profile settings. To revert this, click the cross icon next to the Profile. Note: If the user has Presence to Profile active, a warning triangle will appear next to the Recordings button, indicating that the Meeting profile is overriding the synchronized Presence to Profile settings.
 
This is also applicable if Calendar Sync is activated in our UC Portal, where this warning appears during a scheduled meeting.
Note It's important to note that Scheduled Meeting Profiles take precedence over Presence to Profile settings.


Queues

In the Queues panel, you can view your organization's call queues along with their current statuses.

  1. Minimize/Expand Queue field.
  2. Activate or Pause yourself (as Agent) in all Queues you are a member of.
  3. The current Queue status provides a quick overview, displaying the number of callers waiting, the number of Agents logged in, the average wait time, the call queue service level, and the count of answered versus received calls. If no Agents are logged in, a single red User icon appears. For detailed information on which Agents are active in a Queue, utilize the maximize/minimize selector for that specific queue.
  4. Minimize/Expand Queue information to show agents.
  5. Set a Queue as a Favourite. Default order is Favourite Queue, Queue one is a member of and all other queues.
  6. Active or Paused Agents in a Queue.
  7. Agent busy in a call.
  8. Agent busy in a call from the queue, showing incoming call number and calling time.
  9. If an external number is added and a description given in the UC platform this will show here. Hover over the number and the number will show.
  10. If you are an Agent in a Queue a separate Activate/Pause button will show.
  11. If you have answered a new call the phone icon will change and show an arrow, click on it to forward the call. Note Choose if a direct or attendant transfer is wanted via a pop-up.
  12. If you have Autopause activated via the queue settings in the portal this icon will be displayed for the agent in the queue: 

Tip: Name your queues so you and your colleagues know what they work with in that queue.


Contacts

The Contacts panel in Infinity displays external contacts. You can maintain private, shared, and synchronized contacts. New contacts can be added individually as needed; options for syncing and importing are available through our web portal.
Contacts designated as favorites will be prioritized at the top. Contact names can be sorted alphabetically and can be minimized or expanded, similar to the fields.


Queue Calls

Here you find your organisations incomming queue calls.

Calls will be listed so you can see what queue this call is in, what number is calling and for how long they have been in the call queue, With the icon on the far right you can pick the call and answer it directly.


There are several ways to search:

  • The search field in each category to get a result in the separate category
  • The main search field in the upper left corner, that will filter all sections. This can be a good way to search for user skills and other fields that have been added to both users and queues.

If you're on a call and need to transfer your caller to someone knowledgeable about "Teams," just type "Teams" into the main search field. This will display all users tagged with "Teams," any queues with "Teams" in their name, and all external contacts labeled as "Teams." From these results, you can determine if there's a user available for transfer or a queue equipped to take your call. Tags for users can be managed and added through your web portal.

Tip: If you don't find who you are looking for but know the number, you can type the number in the search field and get it as an option in your Contacts section.


Calling

By entering a number into the main search field, a phone icon appears to the right of it, click on this icon to place a call to that number.


Audio files

In your upper right corner you will find your call recordings and voicemail, click each icon to open them in your app.


Integrations

This tab is used for Integrations and Automation together with the Infinity Teams App. Find out more about our intergrations here.


Settings

The Settings tab is a separate section where you can enable 'Presence to Profile', toggle the department view on or off, block calls, and set your outgoing display number. Additionally, users can sign out from the Infinity App in this area. To sign in again, simply navigate to the Dashboard tab.

Linking Presence to Profile enables you to synchronize your Teams status with your phone system profile in the UC Portal. Choose the UC Portal profile from the dropdown menu that you wish to align with a specific Teams profile. At the bottom, there is an option to sync your phone status with your Teams call status by checking the box.

Note 1: Linking Presence to Profile necessitates admin consent prior to usage.

Note 2: If you have been utilizing our Astrid App for this functionality, we advise you to save your settings in Astrid and log out of the Astrid App before uninstalling it as this will disrupt this from working properly. The initial setup in the Teams Infinity App may require new admin consent on behalf of your organization.

For a deeper understanding of the concept behind the settings, consider reading this article , and to grasp Microsoft Teams Presence, refer to this other article here .

Note when Calender sync is enabled then calender booking profiles will have priority over Link Precense to Profile settings.


Installation

Read how to install the App here.



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