---
title: "Infinity Teams App - 1.7.0"
slug: "infinity-teams-app"
updated: 2026-09-08T11:55:32Z
published: 2026-09-08T11:55:32Z
canonical: "docs.icc.infracom.se/infinity-teams-app"
---
> ## Documentation Index
> Fetch the complete documentation index at: https://docs.icc.infracom.se/llms.txt
> Use this file to discover all available pages before exploring further.
# Infinity Teams App - 1.7.0
The Infinity Teams app for Microsoft Teams enables you to handle and simplify your communication with colleagues and contacts.
| The app consists of a main [search](/v1/docs/infinity-teams-app#search) bar and six panels: 1. [Current call](/v1/docs/infinity-teams-app#current-call) - understand and handle your ongoing call 2. [Interactions/History](/v1/docs/infinity-teams-app#interactionshistory) – interactions with the caller and your calling history 3. [Users](/v1/docs/infinity-teams-app#users) – your colleagues in Infinity 4. [Queues](/v1/docs/infinity-teams-app#queues) – your calling queues in Infinity 5. [Contacts](/v1/docs/infinity-teams-app#contacts) – your external contacts imported and synchronized to Infinity 6. [Queue Calls](/v1/docs/infinity-teams-app#queue-calls) – your organisatation's incoming queue calls Explore the panels in the sections below and find out how you can use them to make your work easier. |  |
| --- | --- |
## AI
Enhance your Teams telephony experience in our Teams Infinity App with AI-powered transcription and conversation summaries. These features can be enabled for individual users, queues, or both.
To get started, customers need an InfraCom AI licence. Once the licence has been assigned, AI functionality can be activated on the desired users and queues. For further details, please see the [Infinity AI FAQ](https://docs.icc.infracom.se/docs/faq-infinity-ai).
Queues and users with AI enabled are identified by the following icon: 
## Top Menu
## 
1. Two Tabs to choose your view from, either Dashboard view or [Settings](/v1/docs/infinity-teams-app#settings) view.
2. General Search area. Search for Names, Numbers or Tags and see the result in the Dashboard view under all fields. This area can also be used to make calls by writing at least three or more numbers in a row a Phone icon will show next to (3 ; see below) which when pressed will make a Teams call to that number.
3. General Dashboard view switch giving three different options to differnt sized layouts of the four major Dashboard fields.
4. Shows user icon with profile information as well as user name. The user can change their [Profile status](/v1/docs/infinity-teams-app#users) directly here if they need to. Note that this can be hidden through our [Client Settings](/v1/docs/infinity-teams-app#client-settings).
5. General App information as well as ability to reload the app
6. Information field with several icons relating to [Voicemessages](/v1/docs/infinity-teams-app#audio-files) or [Profile override warnings](/v1/docs/infinity-teams-app#users) as well indicator for [Client Settings](/v1/docs/infinity-teams-app#client-settings).
## 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](/v1/docs/infinity-teams-app#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](/v1/docs/infinity-teams-app#integrations) section.
The upper right corner features the following call control buttons:
| parking calls | .png?sv=2026-02-06&spr=https&st=2026-11-03T18%3A36%3A44Z&se=2026-11-03T19%3A36%3A44Z&sr=c&sp=r&sig=nr7%2BDD7gRb54pOthEip%2BxsW3W4wSCe4WI17PbwXfEQ4%3D)recording | open integration | move to another device | hang 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 .png?sv=2026-02-06&spr=https&st=2026-11-03T18%3A36%3A44Z&se=2026-11-03T19%3A36%3A44Z&sr=c&sp=r&sig=nr7%2BDD7gRb54pOthEip%2BxsW3W4wSCe4WI17PbwXfEQ4%3D)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 for the user as well as queues.
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).
Queue History will give agents the possibility to **manage Missed Calls**. When seeing a Missed Call in the Queue History users can click the Missed Call ikon to add extra information and mark the hold as handled.
In the new window users can mark the call as handled, having called back to the missed called number and can give further information in the text field. 
Once the call is marked as handled and **saved** the Missed Call icon will change color to green and when clicking on the green ikon agents can see the additional information as well as which agent handled the call and when. **AI Transcription** **-** AI transcription support for queues and users, please refer to our [Infinity AI FAQ](https://docs.icc.infracom.se/docs/faq-infinity-ai) for more information, is depicted by this icon  in the dashboard.
**Note:** To use this feature, customers must first acquire a license from Infracom before it can be activated on queues and users.
Queue transcripts can be displayed as either a short or long summary, while user transcripts additionally include the full transcript. When this feature is active, users will see a "star" icon in the History container on the dashboard.
**AI Transcription - Voicemail (new for v. 1.7.0)** Read your voicemail instead of listening to it. Transcriptions are generated automatically for personal voicemail and, where enabled, for shared voicemail.
**AI Transcription - Interactions** **(new for v. 1.7.0)** When you're on a call with someone who has contacted you before, you can now read AI transcriptions of those earlier calls without leaving the call you're on. 
## 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 PBX profile | Phone Icon + dropdown list of numbers* | Chat, E-mail, SMS, Call & add/remove favorite, Calendar view Send callback message with info from current call** |
| --- | --- | --- | --- |
***** 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** or the users [**Client Settings**](/v1/docs/infinity-teams-app#client-settings)**.**
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. There also is the availability to show departments and their users if this is something that you want to show.
By default, users are organized into Departments if they have been assigned to Departments 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. When using the [Client Settings](/v1/docs/infinity-teams-app#client-settings) for Teams Infinity users, you can activate our **Calendar View**, which provides access to and visibility of other users' Microsoft Outlook calendar information. This function is limited to viewing only, for further information please read [this](/v1/docs/teams-infinity-user-calendar-feature).
**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.
|  |  | In the provided example, the user Anna has activated the Meeting profile (right picture), 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**](/v1/docs/infinity-teams-app#settings) 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](https://docs.icc.infracom.se/docs/calendar-and-contact-sync-with-office-365?highlight=cal) 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 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 and the ability to set Penalty values for queue agents (**New for v. 1.7.0**) (**Note**: depends on access rights), call specific queue, set queue as favourite. Default shown order is favourite queue → queue the agent is a member → 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.
11. Incoming Queue Call icon. This can be turned off with [Client Settings](/v1/docs/infinity-teams-app#client-settings).
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.
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, add a note to the user (**new v. 1.6.0**) 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.
|  | 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. |
| --- | --- |
## 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**
|  | 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 the upper-right corner, you’ll find icons for your call recordings and voicemail . Click each icon to open them in your app. When you receive a new item, an indicator will appear along with a counter showing how many new messages you have.
Call recordings will display the call details and allow you to listen to your recorded conversations.
The voicemail icon appears when it has been activated in the user portal. When clicked, it provides options to listen to the voicemail, return the call, download the message, or remove it. 
Note that when you are a member to a shared voicemail you will see the **Shared Voicemail** tab as above. For more information on Shared Voicemail please read [here](https://docs.icc.infracom.se/docs/en/delad-r%C3%B6stbrevl%C3%A5da). 
Here you will be able to see what number called to a Shared Voicemail you are part of as well are able to handle the voicemail like a missing call as well as listen to the voicemail, return the call or download it.
## **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](https://docs.icc.infracom.se/docs/en/teams-infinity-client-settings)).
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](https://docs.icc.infracom.se/docs/sv/teams-and-status-profiles) article.
*****: Linking Presence to Profile necessitates **admin consent** prior to usage when activating the function in the Teams Infinity App for the first time. For a deeper understanding of the concept behind the settings, consider reading this [article](https://docs.icc.infracom.se/docs/teams-and-status-profiles?highlight=profile) , and to grasp Microsoft Teams Presence, refer to this other article [here](https://learn.microsoft.com/en-us/microsoftteams/presence-admins) .
****:** when [Calendar sync](https://docs.icc.infracom.se/docs/calendar-and-contact-sync-with-office-365?highlight=Ca) is enabled then calendar booking profile will have priority over linked “Prescence to Profile” settings.
***:
User Calendar Feature:
Used to as indicator that you are allowed to view other user’s Microsoft Outlook schedules. For more Information about this feature read [here](https://docs.icc.infracom.se/docs/teams-infinity-user-calendar-feature).
Integrations:
This is used for Integrations with specific CRM systems. Find out more about our [integrations here](https://docs.icc.infracom.se/v1/docs/integrations).
Automations:
Activate Notification function for users that need to be informed about getting back to a incoming caller.
Company: Settings under Company will allow a user with the correct access rights to take some control over soundfiles regarding the companies PBX via our Teams Infinity app without having to log into our portal to do this. Please refer to this [article](https://docs.icc.infracom.se/docs/teams-infinity-company-view) for more.
## **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](https://docs.icc.infracom.se/docs/en/teams-infinity-client-settings).
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](https://appsource.microsoft.com/en-us/product/office/WA200008617?tab=Overview) and refer to our [Installation guide](/v1/docs/installera-infinity-teams-steg-for-steg) for further help.
## Related
- [Teams Queue App](/teams-queue-app.md)