--- 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?sv=2026-02-06&spr=https&st=2026-11-01T11%3A30%3A24Z&se=2026-11-01T12%3A30%3A24Z&sr=c&sp=r&sig=iLbqKL3Dn1TF4ydAPTzbitH8CwIbqAcp%2BmTWVfwpgqc%3D) 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?sv=2026-02-06&spr=https&st=2026-11-01T11%3A30%3A24Z&se=2026-11-01T12%3A30%3A24Z&sr=c&sp=r&sig=iLbqKL3Dn1TF4ydAPTzbitH8CwIbqAcp%2BmTWVfwpgqc%3D) 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?sv=2026-02-06&spr=https&st=2026-11-01T11%3A30%3A24Z&se=2026-11-01T12%3A30%3A24Z&sr=c&sp=r&sig=iLbqKL3Dn1TF4ydAPTzbitH8CwIbqAcp%2BmTWVfwpgqc%3D) 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?sv=2026-02-06&spr=https&st=2026-11-01T11%3A30%3A24Z&se=2026-11-01T12%3A30%3A24Z&sr=c&sp=r&sig=iLbqKL3Dn1TF4ydAPTzbitH8CwIbqAcp%2BmTWVfwpgqc%3D) 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?sv=2026-02-06&spr=https&st=2026-11-01T11%3A30%3A24Z&se=2026-11-01T12%3A30%3A24Z&sr=c&sp=r&sig=iLbqKL3Dn1TF4ydAPTzbitH8CwIbqAcp%2BmTWVfwpgqc%3D) 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?sv=2026-02-06&spr=https&st=2026-11-01T11%3A30%3A24Z&se=2026-11-01T12%3A30%3A24Z&sr=c&sp=r&sig=iLbqKL3Dn1TF4ydAPTzbitH8CwIbqAcp%2BmTWVfwpgqc%3D) ### 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?sv=2026-02-06&spr=https&st=2026-11-01T11%3A30%3A24Z&se=2026-11-01T12%3A30%3A24Z&sr=c&sp=r&sig=iLbqKL3Dn1TF4ydAPTzbitH8CwIbqAcp%2BmTWVfwpgqc%3D) 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?sv=2026-02-06&spr=https&st=2026-11-01T11%3A30%3A24Z&se=2026-11-01T12%3A30%3A24Z&sr=c&sp=r&sig=iLbqKL3Dn1TF4ydAPTzbitH8CwIbqAcp%2BmTWVfwpgqc%3D) 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?sv=2026-02-06&spr=https&st=2026-11-01T11%3A30%3A24Z&se=2026-11-01T12%3A30%3A24Z&sr=c&sp=r&sig=iLbqKL3Dn1TF4ydAPTzbitH8CwIbqAcp%2BmTWVfwpgqc%3D) ### 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?sv=2026-02-06&spr=https&st=2026-11-01T11%3A30%3A24Z&se=2026-11-01T12%3A30%3A24Z&sr=c&sp=r&sig=iLbqKL3Dn1TF4ydAPTzbitH8CwIbqAcp%2BmTWVfwpgqc%3D) 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?sv=2026-02-06&spr=https&st=2026-11-01T11%3A30%3A24Z&se=2026-11-01T12%3A30%3A24Z&sr=c&sp=r&sig=iLbqKL3Dn1TF4ydAPTzbitH8CwIbqAcp%2BmTWVfwpgqc%3D)** Here you can filter your queue history by date for agents and queue, you can also download a .csv file of the history. ##