For the role of an operator, Infinity Desktop is an excellent tool to use. Handle everything from queue management, transferring calls, sending SMS and emails or chatting with your colleagues. Here we go through some of the most common functions that an operator will find very useful.
Overview and Incoming calls
To get a better overview of incoming calls, your colleagues, and contacts in the PBX, simply switch to the operator view by clicking the operator icon 
on the left-hand side. The application will now maximize on your screen to give you the best possible overview.
When an incoming call arrives, it is displayed at the top as usual, and you can immediately see who the caller last spoke to within the company. In the example below, the call came through the Support queue, and the caller last spoke with Filip.
List all of your colleagues in the PBX along with their status. Your contacts are also included.
On the right-hand side, you can see all queues divided into separate windows, including logged-in members, history and incoming calls.
Queues you are a member of, along with their status (active/paused).
All members in selected queue with their status. In the example, the statistics button is also active.
Current queued calls. Using the gear icon, you can choose whether to list all incoming calls from, selected queue, Queues you are a member of or all queues in the PBX.
View the complete history for the selected queue.
Transferring Calls
When you have answered a call, you can transfer it to a colleague with a simple click. Just click the transfer icon that appears next to each colleague.
When you choose to transfer a call, you have three options:
Attended transfer – Allows you to speak with the recipient before completing the transfer.
Blind Transfer – Transfers the call immediately.
Wait on user – Until your colleague becomes available.
Transfer to Voicemail – Sends the call to your colleague’s voicemail.
SMS, Email, and Chat
To quickly send an SMS or start a chat with a colleague, click either the SMS or chat icon. If you want to email a colleague, click on their name and then on their email address.
