- 02 Nov 2022
- 4 Minutes to read
Infinity Teams App
- Updated on 02 Nov 2022
- 4 Minutes to read
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:
Explore the panels in the sections below and find out how you can use them to make your work easier.
Understand and handle your ongoing calls. This panel will only show when you have an active call. With no ongoing call the space will be used by the Users-panel.
In current call you find name, calling number, talk time and name of contact in the integrated system, if connected with an integration. You can automatically or manually open the customer card in your CRM. Read more about Integrations.
In the upper right you find the following call control buttons:
|parking calls||recording||open integration||move to another device||hang up|
The panel displays a dynamic timeline of the current call to give you the history of the call so you know if it's a direct call or an call transferred to you. It also gives you a heads up if the caller has been waiting in queue for a long time. Each step in the timeline is represented with one of the below icons, relative timestamp and a helping text.
IVR - Voice menu played
IVR - Voice menu choice
Call answered by colleague
Group - call arrived in Queue
Warning - SLA breached in queue
Return transfer - Agent didn't pick up call
More - If events exceeds 9
This is an combined view automatically switching upon active calls to show interactions with the other party. With no active call your history will show.
The Interactions view show previous interactions with the calling/called party by searching the whole company call history. This makes it easier for you to know which colleague the customer has previously talked to.
The History view show your call history with call direction, from, to and timestamp
In Users you can see your coworkers active profile (available, busy, in a meeting et.c.) from the telephone system. This helps making a decision how you should contact the coworker in question.
For each colleague you will see:
|Avatar & profile icon|
|List of phonenumbers|
Blind & Attended transfer icons*
|Chat, E-mail, SMS, Call & add/remove favorite|
Send callback message with info from current call*
* only available with an active call
Tip: If you haven’t already assigned im: and tel: URLs to your Teams app, search for “Default apps” in Windows, click it and choose “Choose default apps by protocol” scroll down to IM and TEL and select Teams as your default app.
Tip: Users search section also looks for users fields so be sure to add user skills and information to make it easier to find the right colleague in every situation.
In the Queues panel you will find your organizations call queues listed with their current status.
Status show how many callers that are waiting in queue right now, how many Agents that can handle callers, average wait time and your call queues service level as of given moment. Hover the status field to see all agents and their queue status. You will also be able to forward or call or transfer calls to your queues by clicking their numbers or arrows.
Tip: Name your queues so you and your colleagues know what they work with in that queue.
|The Contacts panel lists the external contact in Infinity. You can have both private, shared and synchronized contacts. If needed you can add new contacts one by one, for syncing and importing you get those options in our web portal.|
Here you find your organisations incomming queue calls.
Calls will be listed so you can see what queue this call is in, what number that is calling and for how long they been in the call queue, With the right most icon you can pick calls and make them call you 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 are in a call where you have to transfer your caller to someone that knows something about "Teams", simply search "Teams" in the main search field and get all Users with that tag, all queues named something like Teams and all external contacts named Teams. From the results you can see if you have a user that you would be able to transfer to or if there is a queue that can handle your call. You can add and handle tags for users in 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.
In your upper right corner you will find your call recordings and voicemail, click each icon to open them in your app.
Setting is located in a separate tab and is the place to set up Integrations, block calls and to set your outgoing display number. Find out more about our intergrations here.