You can get Zendesk information directly on incoming calls in both in our Communicator and in Microsoft Teams with our Infinity Teams App. You can also load the customer in Zendesk to access tickets and more. Integration Microsoft Teams with Infinity Teams App With integration with Zendesk, you can open the called/calling customer's ticket and see information from Zendesk directly in your Infinity Teams App . Callers tickets are shown in your Timeline/History, this way you will get a view of your customers contact points with your organization. In the Communicator When you get an incoming call or make an outbound call to a number that we can locate to a user within your Zendesk, it will show in the Call tab and you are able to click it to pop the Zendesk User page open connected to that number Configuration To configure the integration, start with Zendesk

Welcome to the Infinity Mobile manual. Our mobile app is designed to revolutionize business communication by offering a range of advanced features that make it easier and more efficient to manage calls and messages. In this manual, we will go through the key features and how you can utilize them to enhance your workday. If you haven’t started using the app yet, we recommend first reading Download and log in to Infinity Mobile and Quick Guide to Infinity Mobile . Select what you would like to read more about below: Contacts & Colleagues Use the Infinity app to efficiently manage all your contacts and communicate with your colleagues. Queues Managing the company’s queues efficiently is crucial for maintaining a smooth communication flow. Calls You can easily park, transfer, record, and move calls between your devices. Profiles & status Profiles represent the user’s status and indicate how a user can be

With Infinity Mobile, there are multiple ways to make calls, and the number depends entirely on how many extensions you have registered under your user in the PBX. This guide covers the most common methods. Below, you can read more about each calling method. To change the calling method, open "Settings" and under the "Calls" tab, click on "Select device to make calls with." If you have activated " Softphone " in Infinity Mobile, you should not select it as your calling device. Instead, follow the instructions provided further down. This device This is the default setting, and with this option, your mobile phone (i.e., the regular mobile network) will be used when you make calls with the mobile app. How it works depends on your mobile subscription: Semi MEX, you use another operator but integrated into the PBX – your mobile number will be displayed, and the call will go outside

With Set Language, you can change the language of the built-in audio in the PBX, such as the audio files played in your voicemail. By combining the language change feature with the Caller ID Route function, you can configure all calls from England to switch to English, calls from Denmark to switch to Danish and so on. Create a language change The feature can be found under “Company → PBX → PBX misc. → Set Language” . Start by setting a descriptive name, then select the desired language and finally choose the destination. In the example below, the language is switched to English before the call is routed to the user Joe Doe. If Joe does not answer and the call goes to his voicemail, the voicemail message will be played in English. Available Languages Swedish (male or female) Danish English Dutch* Finnish* French* German* Italian* Norwegian* Spanish* *Not fully complete Activate for

Phone queues Phone queues and Teams Channels have a lot in common. You and your colleagues collaborate to answer and handle incoming calls,sometimes you have to reach out to your colleagues for help on taking calls or maybe something a customer of yours are calling you about. Teams and its channels are a collaboration platform. With that in mind and looking for a way to better organize the collaborations regarding your incoming calls to your phone queues we have developed a tool for you. Queue tabs for an overview of your queue, agents and history which you can easyly add to a Microsoft Teams channel giving you a quick overview for a queue.  Install Queue app as a tab Install Queue app for your organization and head over to your departments team and channel, press the plus sign in the top bar. Search and select Queue App in the

With hotkeys you can use your keyboard to perform the most frequent commands in the Communicator. This can save time and also give your mousing hand a break. Below you can find a list of hotkey commands divided into different use cases. Windows Navigating Functionality Command Description Activate Search field + Makes the Call/Search field active Contacts Tab + Switching to Contacts Tab Chat Tab + Switching to Chat Tab Queues Tab + Switching to Queues Tab Calls Tab + If call is active, shows more info about it Switch Selected Result / + Switch between selected Contact/Queue Side Menu + - Takes you to different views in the side menu Calling Functionality Command Description Call selected number + Command to call selected numer Call selected Contact Making a Call to the Selected Contact/Queue Call selected Contacts Home + Making a Call to the Home Number of the Selected Contact Call selected Contacts Mobile + Making a Call to

You can trigger an URL, or and Application to be opened in different scenarios like for example when an incominig call is answered in the Communicator. You can use the function if you'd like to open a webpage when you have answered an incoming call, or an Application containing all of your customers. The URL or the Application has to support parameters to be sent from the communicator for it to work properly. Don't forget to Check which account(s) you want this Automation to trigger on. In the Scenarios below, we've chosen All accounts. Here is two examples how it could look: Opening an URL and searching for the number calling, when answered a call: Just running a Script when answered a call:

In order to provide a smooth and efficient user experience, Infinity Mobile requires access to various functions and data on your mobile device. These permissions are necessary for the app to function properly and give you access to all its advanced features. Here you will find all the permissions that the app needs for all functions, both for Android and iOS. ios Funktion i Infinity Mobile Åtkomst telefon Contacts Sync your contacts with Infinity Mobile. Contacts Softphone Built-in softphone client. Microphone Notifications Missed calls, voicemails, etc. Notifications Location-based forwarding Allow “Always” for best functionality. Location, always Profile picture Take photos for your profile. Camera Record When you create new audio files. Microphone Android Funktion i Infinity Mobile Åtkomst telefon Contacts Sync your contacts with Infinity Mobile. Contacts Softphone Built-in softphone client. Microphone Notifications Missed calls, voicemails, etc. Notifications Location-based forwarding “Allow always” for function in background

An Infinity administrator will have access to a web portal to control the switchboard. In the portal, you can decide exactly what the switchboard should look like and what functions users in the company should have access to. Infinity is available at https://infinity.infracom.se/ Create an IVR with Opening Hours We will now create an IVR that our customers call in and via key selection choose whether they want to talk to the support or sales. Start by going to PBX -> Interactive Voice Response Then choose to create a new one by the "+ Create new" then name the IVR IVR-Support-Salj You can then decide what should happen if no one chooses a choice before the "timeout" has expired. You can also choose what happens if you select an option that is not configured. You select the audio file to be played when you enter the IVR

SAP C4C In this solution our Infinity Teams App (legacy:CallApp) communicates with SAP through a CTI adapter from SAP. All users that would like to have this integration will have to download and install the CTI adapter from SAP for Cloud. Our App will request an event through the adapter for every: Incomming call Outbound Call Active Call Disconnection of call In your C4C solution you will receive a pop up for the call events and also get a contact card for the calling party, if there is one, with the caller’s number in you SAP environment. You will also get call logs for your users directly in C4C. Your adapter will run on your local computer and will be reached via: http://localhost:36729; where 36729 is the default port for the CTI adapter. This URL needs some values that tells SAP what to do e.g

With our synchronization of users from Microsoft Entra ID to Infinity, you only need to create and remove users in Entra ID for them to also appear in Infinity. This reduces the administrative workload when there are changes in personnel. The article is divided into two parts: Step 1 - Create an Application in Azure : Create an application in the Azure portal and grant it the necessary permissions to synchronize users. Step 2 - Configure Infinity : Use the Infinity portal to create a template for AD synchronization and set synchronization settings. Entra ID was previously called Azure Active Directory and allows synchronization of user data from the company's Entra ID (AD) to your Infinity PBX. For this to work, you first need to create an application in Microsoft Azure, which you then use to synchronize user data to Infinity. Step 1 - Create an Application in Azure Log in to the Microsoft

The hybrid workplace is the new normal We deliver smarter business communication solutions, regardless of whether you want to use a softphone, a fixed phone or an integrated solution with Microsoft Teams. We have been delivering Microsoft phone services for more than a decade. Today our customers are spread all over the world. We deliver landline numbers in 60 countries and offer our customers a complete solution for phone services. Learn more Infinity Desktop - Softphone Infinity Teams Infinity Mobile Integrations

1. Activate "Repeater mode" on the base station via connected handset (menu-> settings-> system-> repeater mode). 2. Start up Repeater 2.0 (plug in the power adapter) 3. Press the "pager button" on the base station for three seconds. 4. The repeater must now register and if it succeeds, the left light will illuminate with a solid green light. 5. Switch off the handset. Turn off the repeater. Place the repeater some distance from (~ 10m) the base station and place the handset near the repeater. 6. Restart the repeater and when it has made contact with the base station (left light is solid), switch on the handset again. When the handset has registered to the repeater, the right light should flash every ~ 3 seconds. Repeater reset (If the repeater is to be moved to another base station.)     Press the repeater button (left LED flashes slowly).     Release the repeater button

You can get Active Campaign information directly on incoming calls in Microsoft Teams with our CallApp. You can also load the customer in Active Campaign to access customer info and more. In Microsoft Teams with CallApp With integration with Active Campaign, you can open the called/calling customer's contact and see information from Active Campaign directly in your CallApp. Configuration To configure the integration, start with Active Campaign and then set up CallApp. In Active Campaign In the clients you need the following from Active Campaign Domain, for example infracomcommunications.api-us1.com API Token - the same token can be used for multiple users In CallApp Mandatory: Domain - your company domain from previus step Token - the one you got from your portal above   Optional settings: Select whether you want Active Campaign to open automatically on calls You can choose whether to open directly on an allocated call or not

Daily with the addition of the column agent and it is grouped by each agent as well as period and queue. Example: "","","","Call Count","Wait Time, Seconds","","","Call Time, Seconds","","" "Agent","Queue","Period","Answered","Min","Max","Average","Min","Max","Average" "Agent name one","Support (6000)","2020-09-10","24","3","52","17","37","926","139" "Agent name one","Support 2 (7000)","2020-09-10","2","4","9","7","24","73","49" "Agent name one","Agent sum","","26","3","52","16","24","926","132" Queue – Missed All calls that no one answers with the following columns: Time: the time when the call was received. Queue: the name of the queue. Event: ABANDON/ EXITEMPTY/ EXITWITHKEY. Waiting Time: how long the call was in queue. Called To: the number that was called. Called From: from which number the customer called. Queue – SLA Groups all call for the specified interval and calculates the

By synchronizing Infinity with Microsoft Teams, you can ensure that your status in both Infinity and Teams is updated so that your colleagues can contact you through the right channel and those who call in end up right. Choose how you want to synchronize, either both or just one of them: • Teams status to Infinity • Infinity line status to Teams (requires that Link Presence to Profile is enabled on the user) To get started, you first need to install and log in to the Infinity Teams app. You do not need to use telephony in Teams with direct routing, it is enough to run the Infinity Teams app to configure the synchronization. Note! To synchronize, the administrator’s consent is required before use, this happens in Microsoft 365. Teams-status to Infinity When you are logged into the Infinity Teams app, go to the Settings tab and activate ‘Presence to

Recorded calls can be found under the Main Menu. Recorded calls are indicated with a number in the main menu and on the sub-menu for recordings. The number will disappear as soon as you open the list of your recorded calls. Download and Listen To listen to a recorded call, press the download button, and playback will start automatically. Downloaded calls are saved locally on your phone. Call Back To call back, press the call and the phone icon. Delete To delete a recorded call, swipe from right to left on the call. To delete all calls, press the icon and select "Delete recordings."

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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. Minimize/Expand Queue field. Activate or Pause yourself (as Agent) in all queues the agent is a member of. If you are an agent in a queue a Activate/Pause slider will show for the specific queue. The current Queue status provides a quick overview, displaying the number of callers waiting (incoming call), the number