Infinity Teams App - 1.3.0

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

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:

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.

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 as well for what time frame.

3. Search for a number

4. Per default this is not seen, when a queue is chosen, the chosen queue name will show here as well as the date range for the search. Default is five days, but this can be altered via the History Filter (see point two).

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:

* phone icon will change when in a call to enable forwarding the call to one of the numbers
** icons shown depend on the users set up in our Infinity UC Portal.

Favorite Users will always be displayed on top, 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 tab.

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.

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

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 the agent is a member of.

3. If you are an agent in a queue a Activate/Pause slider will show for the specific queue.

4. The current Queue status provides a quick overview, displaying the number of callers waiting (incoming call), the number of Agents logged in, the average wait time, the longest wait time, the call queue service level (SLA), 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.

5. Minimize/Expand queue information to show agents.

6. Further queue options: Add/Remove queue agents (depends on access rights), call specific queue, set queue as favourite. Default shown order is favourite queue, queue one is a member of and all other queues.

7. Active or Paused Agents in a Queue.

8. Agent busy in a call from the queue, showing incoming call number and calling time.

9. Agent busy in a call.

10. Answered queue call indicator per agent.

Not seen in the picture above:

1. If you have answered a new call the phone icon will change and show an arrow, click on it to forward the call to the queue. Note Choose if a direct or attendant transfer is wanted via a pop-up.

2. 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.

1. Minimize/Expand contact field

2. Add new contacts.

3. Contact Filter, quickly filter after different contact types like Common, Private, Department or Favorite contacts.

4. Visual indicator of number type like Business, Home, Work or Mobile number.

5. Drop down list of additional contact numbers. Ordered after Number > Mobile > Work > Home type.

6. More: Ability to SMS, set as favourite or remove contact. Also indicator of type of contact as well added tags (via our Infinity UC Portal).
   

Queue Calls

Here you find your organisations incomming queue calls.

Search

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 labelled 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

Audio files

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

Settings

In the Settings tab one can enable specific settings for the Teams Infinity App for example users can sign out from the Infinity App in this area. To sign in again, simply navigate to the Dashboard tab again.
Options here as well as for the Dashboard tab can be hidden via specific Clients Settings in our Infinity UC Portal for all or specific users (read more here).

Infinity User:

Settings enabling you to choose which number to show for outgoing calls.

Preferences:

Choose to show Company Departments, when used in the Infinity portal, under the Users in the Dashboard view.

Presence to Profile:

Linking Presence to Profile enables you to synchronize your Teams status with your phone system profile in the Infinity UC Portal. Choose the Infinity 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.

Activating "Prescence to Profile" will also enable you to utilise our LineState Sync indicating a user as busy in Teams when the user is busy on a device registered in our Infinity portal. For more information read this article.

*: Linking Presence to Profile necessitates admin consent prior to usage. 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 .

**: when Calendar sync is enabled then calendar booking profile will have priority over linked “Prescence to Profile” settings.

Integrations: 

This is used for Integrations with specific CRM systems. Find out more about our integrations here.

Automations:

Activate Notification function for users that need to be informed about getting back to a incoming caller. 

Client Settings

Client settings allow an administrator to set, lock and hide settings or functionality in our Teams Infinity app. You will find Client settings in our Infinity UC portal under the ‘Company’ tab in the ‘Users’ category, this requires the ACL group ‘Access rights’. A user can only belong to one ‘Client setting’ per type (Mobile/Desktop/Teams). Refer to this article for further information here.
 

When Client Settings are applied it is indicated by an icon on the right side of the Teams Infinity App. 

Warning: Administrating settings requires advanced knowledge of the Teams Infinity App and can cause issues for the user if administered incorrectly.

Installation

Find our latest Teams Infinity App version in the Microsoft Teams App Store and refer to our Installation guide for further help.