# 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](https://docs.easycalling.easyplatform.app/troubleshooting-and-support/support).