Call Management (Inbound and Outbound)
Comprehensive call handling capabilities for both incoming and outgoing calls. These features are available to all users (agents) and designed for efficient daily call operations.
Video Overview A comprehensive video demonstrating all call management features is available, showing real-world workflows for handling inbound and outbound calls.
Features in Detail
1. Queue Display
Real-time view of currently waiting callers for all agents.
How it works:
Action: Open the Easy Calling dashboard in Teams or web browser.
Response: Live tiles display all active calls, showing caller information and wait time.
Result: Agents can see queue depth and prioritize their responses accordingly.
Key capabilities:
View all calls waiting in your queues in real-time
See caller name, number, and wait duration
Monitor queue status across all service lines
Visual indicators for call priority and status
Automatic updates as queue changes
Filter view to show only queues you've opted into
Desktop notifications for new calls
Benefits:
Transparency: Everyone knows exactly what's in the queue
Prioritization: Handle urgent calls first based on wait time
Team awareness: See your colleagues' workload at a glance
Reduced missed calls: Never lose track of waiting callers
2. Intelligent Caller Recognition
Instant identification of the caller through integration with third-party sources.
How it works:
Action: A call arrives in Easy Calling.
Response: System automatically queries Microsoft Entra ID, connected CRM, or configured lookup sources.
Result: Caller's name, company, and relevant information display before you answer.
Key capabilities:
Automatic lookup in Microsoft Entra ID directory
Integration with external CRM systems (Salesforce, Dynamics, etc.)
Custom lookup sources via API configuration
Display caller history from previous interactions
Show related contacts and accounts
Enrich call data with external information
Priority caller identification
Benefits:
Personalized service: Greet callers by name immediately
Faster resolution: Access caller context before answering
Better preparation: See previous interactions and notes
VIP handling: Automatically identify priority customers
For developers: See Caller Number Resolution documentation for technical details on lookup logic and configuration.
3. Call Handling and Transfer
Easy acceptance and direct transfer of calls to colleagues or voicemail.
How it works:
Action: Click "Answer" to accept a call, or "Transfer" to route it elsewhere.
Response: For transfers, select the target (colleague, queue, or voicemail) and add optional notes.
Result: Call connects immediately, and transfer history is logged automatically.
Key capabilities:
One-click call answering from dashboard
Transfer to specific Teams users
Transfer to other call queues
Transfer to voicemail
Add transfer notes for context
View complete transfer history
Blind and consultative transfer support
Manual call acceptance for control
Transfer note example:
"Customer calling about order #12345, needs urgent shipping update"
Benefits:
Efficient routing: Get calls to the right person quickly
Seamless handoffs: Transfer notes ensure continuity
Audit trail: Complete transfer history for quality assurance
Flexibility: Choose how you want to handle each call
4. Direct Calling from App (Outbound)
Initiate calls directly from Easy Calling for outbound contact.
How it works:
Action: Open the dialpad in Easy Calling dashboard.
Response: Enter phone number or select from recent calls, choose calling mode (via Easy Calling bot or native Teams).
Result: Call initiates immediately with full logging and tracking.
Key capabilities:
Built-in dialpad for manual number entry
Select from recent call history
Search and call Teams users directly
Call as yourself or through a voice app identity
Choose between bot-mediated or native Teams calls
Add notes before initiating call
Schedule callbacks for later
Hide private calls from shared dashboards (advanced option)
Calling modes:
Easy Calling bot: Call is logged, tracked, and appears in call history
Native Teams: Opens standard Teams calling window for private calls
Benefits:
Unified interface: Make calls without leaving Easy Calling
Full tracking: All bot-mediated calls are automatically logged
Flexibility: Choose visibility level for each call
Callback scheduling: Plan follow-up calls in advance
Recent numbers: Quick access to frequently called contacts
5. After-Call Handling
Structured post-call processing directly in the tool using quick actions and email templates.
How it works:
Action: After ending a call, the call details modal remains open.
Response: Use quick action buttons to create tasks, send emails, or add notes.
Result: Follow-up actions are completed in seconds without switching apps.
Key capabilities:
Add call topics/tags for categorization
Write call notes with rich text formatting
Create tasks in Microsoft Planner
Create tasks in Microsoft To-Do
Send follow-up emails using templates
Add caller to favorites
Mark calls as answered/resolved
Export call details
Quick action examples:
Create Planner task: "Follow up on customer complaint - due in 2 days"
Send email: "Thank you for calling. Here's the information you requested..."
Add topic tags: "Billing", "Technical Support", "Escalation"
Benefits:
2-3 minutes saved per call: No app switching or copy-pasting
Consistent follow-up: Templates ensure nothing is missed
Organized records: Topics and tags make calls searchable
Team collaboration: Tasks sync with your existing workflow tools
6. Voicemail
Automatic notification and availability of voicemails in call history.
How it works:
Action: Caller leaves a voicemail when no agent answers.
Response: Easy Calling stores the voicemail and sends a Teams notification.
Result: Listen to voicemail directly in the call history, with full caller context.
Key capabilities:
Custom voicemail greetings per queue
Instant Teams notifications for new voicemails
Play voicemails directly in Teams or web app
Voicemails appear in call history with full context
Download voicemail audio files
Mark voicemails as handled
Create follow-up tasks from voicemail screen
Voicemail completion with * or # key
Voicemail workflow:
Caller leaves message after greeting
Teams notification appears immediately
Voicemail shows in call history with red indicator
Click to play audio inline
Add notes and create follow-up tasks
Mark as handled when complete
Benefits:
Never miss important messages: Instant notifications keep you informed
Context at a glance: See who called and when without listening first
Quick response: Create callbacks or tasks directly from voicemail
Professional greetings: Customizable per queue or service line
7. Agent Opt-in/Opt-out
Agents can independently opt in or out of queues with one click.
How it works:
Action: Open agent management panel and toggle queue availability.
Response: System updates your status for the selected queue.
Result: You start or stop receiving calls from that queue immediately.
Key capabilities:
Self-service queue management
View all your assigned queues in one place
Toggle availability per queue independently
See current status at a glance (opted in/out)
Real-time capacity updates
Visual indicators for active queues
Override central opt-in (if permissions allow)
Use cases:
Taking a break: Opt out temporarily during lunch
Specialized support: Opt in only to queues matching your expertise
Training period: New agents opt in as they gain confidence
Flexible scheduling: Control your workload dynamically
Benefits:
Agent autonomy: Control your own availability
Workload balance: Manage your capacity based on current load
Specialization: Focus on calls you're best equipped to handle
Reduced stress: Take breaks without affecting team metrics
Technical Requirements and Information
Microsoft Licenses:
Microsoft 365 or Office 365 subscription
Microsoft Teams Phone System license
Teams Calling Plan or Direct Routing for outbound PSTN calls
Easy Calling license per call queue
Interfaces:
Microsoft Teams native app integration
Web browser access (Chrome, Edge, Firefox, Safari)
Network:
Internet connection for real-time updates
WebSocket support for live call notifications
Ports required by Microsoft Teams telephony
Teams Integration:
Microsoft Graph API for user lookups
Teams calling APIs for outbound calls
Teams activity feed for notifications
Data Sources:
Microsoft Entra ID (formerly Azure AD) for user directory
Optional: External CRM or database for caller enrichment
Call history stored in Microsoft 365 tenant (6 months retention)
Data Privacy:
All call records stored within your Microsoft 365 tenant
GDPR compliant data handling
Recording and voicemail files encrypted at rest
Optional data retention policies
Pricing
All Call Management features (Inbound and Outbound) are included in the Easy Calling Basic license.
Support & Troubleshooting
Known Limitations
Outbound call visibility: Native Teams calls (callback mode) are not tracked in Easy Calling history.
Caller identification: External lookup may fail if API endpoints are unavailable; falls back to Teams directory.
Voicemail duration: Maximum recording length is configured per voice app (default 3 minutes).
Quick Help (FAQ)
Problem: Cannot see waiting calls in the queue display. Solution: Verify you have opted in to the relevant queues. Check Teams connection status. Refresh the Easy Calling app.
Problem: Caller name shows as "Unknown Caller." Solution: Verify caller lookup sources are configured. Check that caller's number is in E.164 format. External lookups may be experiencing delays.
Problem: Outbound call fails to connect. Solution: Verify you have outbound calling enabled in your license. Check that you're using E.164 format for phone numbers (e.g., +1234567890). Ensure voice app has an assigned phone number.
Problem: Cannot transfer call to colleague. Solution: Verify the colleague is a Teams user and available. Check that you have transfer permissions. Ensure the colleague's phone system is properly configured.
Problem: Voicemail notification not appearing. Solution: Check Teams notification settings. Verify voicemail is enabled for the queue. Ensure Teams app is running and signed in.
Problem: Agent opt-in/opt-out toggle not working. Solution: Check if central management has overridden your preference. Verify you have the required permissions. Refresh the app and try again.
Need more help? Contact support through the Support page.
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