Getting Started with TouchPoint on Teams

TouchPoint Application Installation

Technology Services has great info on how to install the app on Teams. Below is a link to their knowledge base article

Teams, Contact Center, How to install TouchPoint for Teams

You can also use this link to add it directly to Teams: Install the TouchPoint Teams app  

Be sure to pin the app once it's installed. Click the Apps button on the left side bar on Teams, right click the Touchpoint app and select "Pin"

How to Log into TouchPoint on Teams.

Once TouchPoint is installed, if you have access to a queue and have an account associated with you, it should take you directly to the queue. No log in is needed. 

Do not log into TouchPoint with your Name and PIN

Troubleshooting

If you launch the app and you get a message that says "We were unable to identify the Communications Center user from this account's sign in information" 

• Multiple services have dedicated accounts to TouchPoint, make sure that you are signed into the right account. 
• Be mindful of having multiple accounts signed into Teams, this could cause issues with TouchPoint authentication
• If you cannot sign in on your University Account and you should have access
  • Please notify your supervisor and contact contactcenter@illinois.edu, they might need to allow your account access to the app.

Answering a Call - Additional Information

When answering a call using the TouchPoint application, answer the call how you would normally answer a Teams call. Use the TouchPoint application within Teams. 

Do not use the Teams Call Window. This should be minimized or moved to the side. 

Who do I contact when I need help?

Contact IT@VetMed, when you're having issues related to your phone, headset, account issues, or issues with the computer you're using.  

Contact your supervisor if you do not have access to a queue or TouchPoint application when you should. 

Contact contactcenter@illinois.edu if you're having issues directly related to TouchPoint and TouchPoint questions. 

IT@VetMed does not support the TouchPoint Application.