# Administration and Configuration
Central management of users, licenses, and system settings to ensure a smooth IT infrastructure. All configurations in Easy Calling are managed through the Easy Platform configuration center.
***
## Features in Detail
### 1. Queue Management
Administrative control over the logic and assignment of different service lines.
**How it works:**
* **Action:** In the configuration center, select the desired service line.
* **Response:** The system opens the assignment matrix for agents and priorities.
* **Result:** Calls are immediately distributed to the right teams based on the new logic.
**Key capabilities:**
* Create and manage multiple call queues for different service lines
* Assign agents to specific queues based on skills or departments
* Configure queue behavior (ring duration, overflow handling, etc.)
***
### 2. Agent Management (Central Opt-in/Opt-out)
Managers can centrally add or remove agents from queues to control team capacity.
**How it works:**
* **Action:** The manager sees a list of all agents and their current status.
* **Response:** Use a toggle switch to activate or deactivate an agent for a specific queue.
* **Result:** Queue capacity adjusts in real-time.
**Key capabilities:**
* View all agents and their queue assignments in one place
* Enable or disable agents for specific queues
* Override individual agent opt-in/opt-out preferences when needed
* Monitor which agents are actively handling calls
* Manage team capacity during peak times or staff shortages
***
### 3. Custom Call Logic
Design call flows according to your needs in the configuration center (timeout, announcements, voicemail, hold music).
**How it works:**
* **Action:** Open the call flow designer in the configuration center.
* **Response:** Drag and drop elements to create your custom call flow.
* **Result:** Incoming calls follow the newly configured flow immediately.
**Key capabilities:**
* Set ring timeout duration before routing to next option
* Configure custom greeting messages and announcements
* Enable/disable voicemail with custom greetings
* Upload and manage hold music or use system default
* Create different flows for business hours vs. after hours *(On-Call add-on required)*
* Test call flows before activating them
***
### 4. Escalation Management and Overflow (Timeout Control / Routing)
Define rules for what happens when no agent answers within the defined time (e.g., forward to alternative queue or voicemail).
**How it works:**
* **Action:** Set timeout duration and define escalation behavior.
* **Response:** Configure primary and fallback routing options.
* **Result:** Calls automatically escalate when timeout is reached, ensuring no call is lost.
**Key capabilities:**
* Set timeout thresholds (e.g., 30 seconds, 60 seconds)
* Forward to alternative queues when primary queue is busy
* Route to voicemail as final fallback
* Forward to external numbers (requires proper licensing)
* Create multi-level escalation chains
* Configure different escalation paths for different queues
* Monitor escalation events in real-time dashboard
{% hint style="info" %}
You can forward calls to one of your other licensed call queues or to a separate escalation queue with limited features at a lower price.
{% endhint %}
***
### 5. On-Call (Availability and Duty Management)
Targeted planning and control of agents to flexibly coordinate team deployments and availability.
**How it works:**
* **Action:** Define on-call schedules with specific agents or groups.
* **Response:** Set active time periods and assign on-call targets (Teams users or PSTN numbers).
* **Result:** Calls route to designated on-call personnel during scheduled periods.
**Key capabilities:**
* Create on-call schedules for after-hours coverage
* Assign specific agents to on-call duty for defined time periods
* Route to PSTN numbers for external on-call staff
* Configure multiple on-call targets with fallback options
* Override standard queue routing when on-call schedule is active
* View current on-call status at a glance
* Ensure 24/7 coverage without manual intervention
**Answer Confirmation (optional):**
When on-call agents are reachable on external numbers (e.g., mobile phones), there is a risk that a call is answered by voicemail instead of a person. The Answer Confirmation feature prevents this:
* **How it works:** Enable "Require answer confirmation" in the On-Call configuration. The agent must press a configured DTMF key (0–9, \*, or #) within a set timeout (e.g., 10 seconds) after answering the call. Only then is the caller connected.
* **Action:** The on-call agent's phone rings and they answer.
* **Response:** The agent hears a prompt and must press the configured DTMF tone within the confirmation timeout.
* **Result:** If confirmed, the caller is connected. If not confirmed within the timeout, the call is treated as unanswered and follows the configured fallback routing.
| Setting | Description |
| ------------------------------ | ----------------------------------------------------------------------- |
| Require answer confirmation | Toggle to enable/disable confirmation for this on-call queue |
| Confirmation timeout (seconds) | How long the agent has to press the confirmation key (e.g., 10 seconds) |
| Confirmation DTMF tone | The digit the agent must press to confirm (0–9, \*, #) |
***
### 6. Webhooks
Simple setup and management of webhook URLs (triggers) at the start and/or end of a call.
**How it works:**
* **Action:** Enter webhook URL in the voice app configuration.
* **Response:** Configure which events should trigger the webhook (call start, call end, or both).
* **Result:** External systems receive real-time notifications for call events.
**Key capabilities:**
* Configure webhooks for begin-call events
* Configure webhooks for end-call events
* Send call data to CRM, ticketing, or analytics systems
* Integrate with custom automation workflows
* Receive JSON payloads with comprehensive call information
* Support for idempotent webhook handling
* Monitor webhook delivery status
**Use cases:**
* Automatically create tickets in your support system when calls are received
* Update CRM records when calls are completed
* Trigger custom notifications to external chat platforms
* Feed call data into analytics and reporting systems
* Integrate with third-party automation tools
> **For developers:** Technical webhook integration documentation is available in the Developer section of this documentation.
***
### 7. Configuration Center
Central web portal for complete system management.
**How it works:**
* **Action:** Access the Easy Platform configuration center via web browser.
* **Response:** Navigate through organized sections for voice apps, queues, agents, and settings.
* **Result:** All configurations are applied in real-time to your Teams environment.
**Key capabilities:**
* Manage multiple voice apps from a single interface
* Configure call routing, queues, and agent assignments
* Upload audio files for greetings and hold music
* Set up integrations (CRM, Planner, Microsoft To-Do)
* Configure webhooks for external system integration
* Manage call topics/tags for categorization
* Export call history and analytics
* Control licensing and permissions
* Access comprehensive activity logs
* User-friendly interface with real-time validation
**Access:**
* Web-based portal accessible at
* Requires admin or manager permissions
* Works in all modern web browsers
* No installation required
***
## Technical Requirements and Information
**Microsoft Licenses:**
* Microsoft 365 or Office 365 subscription
* Microsoft Teams Phone System license
* Teams Calling Plan or Direct Routing for PSTN calls
* Easy Calling license per call queue
**Network:**
* Internet connection for web portal access
* Ports and protocols required by Microsoft Teams
* WebSocket support for real-time updates
**Teams Integration:**
* Teams resource accounts for voice apps
* Teams Call Queue or Auto Attendant licenses
* Microsoft Graph API permissions
**Data Sources:**
* Microsoft Entra ID (formerly Azure AD) for user directory
* Optional: CRM integration for caller lookup
* Optional: External webhook endpoints
**Data Privacy:**
* Call records stored within your Microsoft 365 tenant
* GDPR compliant data handling
* Data retention policies configurable per tenant
* Webhook payloads may contain PII–handle accordingly
***
## Pricing
**Included in the Easy Calling Basic license:**
* Queue Management
* Agent Management (Central Opt-in/Opt-out)
* Custom Call Logic
* Webhooks
* Configuration Center
**Available as paid add-ons:**
* **On-Call (Availability and Duty Management)** – CHF/EUR 30.– per month per On-Call Queue. Enables planning and management of on-call personnel.
* **Escalation Management and Overflow** – CHF/EUR 10.– per month per dedicated Escalation Queue. Enables multi-level escalation rules and overflow routing to a seperate call queue.
***
## Support & Troubleshooting
### Quick Help (FAQ)
**Problem:** Changes to call logic are not taking effect immediately.\
**Solution:** Verify that you saved the configuration changes and wait a moment for changes to take effect.
**Problem:** Agents are not receiving calls after queue assignment.\
**Solution:** Verify that agents have opted in to the queue. Check that agents have the required Teams licenses and are signed in to Teams.
**Problem:** Webhook is not receiving notifications.\
**Solution:** Verify the webhook URL is correct and accessible. Check that the endpoint returns a 2xx status code. Review webhook logs in the configuration center.
**Problem:** Cannot access configuration center.\
**Solution:** Verify you have admin or manager permissions. Clear browser cache and try again. Ensure you're signed in with the correct account.
**Need more help?** Contact support through the [Support page](/troubleshooting-and-support/support.md).
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