---
title: "Teams Queue App"
slug: "teams-queue-app"
updated: 2023-11-24T16:07:54Z
published: 2023-11-24T16:07:54Z
canonical: "docs.icc.infracom.se/teams-queue-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.

# Teams Queue App

## 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.![](https://cdn.document360.io/934d2981-82e1-4fb3-a8ab-1fe44dae2b50/Images/Documentation/image-1700832356666.png)

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.

![](https://cdn.document360.io/934d2981-82e1-4fb3-a8ab-1fe44dae2b50/Images/Documentation/image-1632072640016.png)

Search and select **Queue App** in the new window that appears.

![](https://cdn.document360.io/934d2981-82e1-4fb3-a8ab-1fe44dae2b50/Images/Documentation/image-1700833196439.png)

Choose the Queue that you want to add as a new tab to the Teams channel and press **Save** after you have chosen. Note that you can post a note to the channel that a new tab has been added to the teams channel. Make sure to check the required access rights for this app [here](https://docs.icc.infracom.se/docs/teams-app-and-which-rights-you-need-in-infinity-portal).

### Queue app in action

Log in an agent by pressing the **play** button and pause them by pressing the **pause** button.

The **bin** alongside every agent removes the agent from the queue.

![](https://cdn.document360.io/934d2981-82e1-4fb3-a8ab-1fe44dae2b50/Images/Documentation/image-1700835032608.png)

Click **Add** agent to get a list of agents and add them to your queue.

![](https://cdn.document360.io/934d2981-82e1-4fb3-a8ab-1fe44dae2b50/Images/Documentation/image-1700835014256.png)

At the top of your queue tab you will find real-time information of your queues: Calls in queue, Answered calls, Avarage wait time, Service level and available Agents.

![](https://cdn.document360.io/934d2981-82e1-4fb3-a8ab-1fe44dae2b50/Images/Documentation/image-1700835349124.png)

### Call flow control

From your QueueApp you can manage your organistations Call flow controls, you will need full access to Company CFC to be able to handle them.

![](https://cdn.document360.io/934d2981-82e1-4fb3-a8ab-1fe44dae2b50/Images/Documentation/image-1700837071268.png)

You will be able to handle your organisations cfc's, Depending on how they are built they may also change flow for other queues and calls. In the column **Used in** you will se where this call flow is directly used, Note that there could be destinations that is forwarded from any of the destionations listed in the **Used in** that is not shown in this column. Sound files in **Active** and **Inactive** will be played for active and inactive state of a cfc.

![](https://cdn.document360.io/934d2981-82e1-4fb3-a8ab-1fe44dae2b50/Images/Documentation/queueapp_callflowcontrol.png)

From this call flow control window you can change soundfile and state of a cfc, To change to other destinations and add cfc's, sign in to your portal.

### Call in Queue

At the **Call in queue** section you will see all current incoming calls to your queue. If you see a call that you like to answer, maybe it is a customer you already spoken to just click the phone icon under Answer and you will pick up the call.

![](https://cdn.document360.io/934d2981-82e1-4fb3-a8ab-1fe44dae2b50/Images/Documentation/image-1700835882562.png)

### Call History

In the **Call history** tabel you see queue calls for today listed with number, wait time, call time with agent, agents name and its time and date.

![](https://cdn.document360.io/934d2981-82e1-4fb3-a8ab-1fe44dae2b50/Images/Documentation/image-1700836802287.png)

You can find more statistic and history under the clock button shown above **.**

**![](https://cdn.document360.io/934d2981-82e1-4fb3-a8ab-1fe44dae2b50/Images/Documentation/image-1700836094318.png)**

Here you can filter your queue history by date for agents and queue, you can also download a .csv file of the history.

##