Integration
Seamless connectivity with Microsoft Teams, third-party systems, and workflow tools. Easy Calling integrates deeply into your existing Microsoft 365 environment while supporting external CRM and ERP systems.
Video Overview A comprehensive video demonstrating all integration features is available, showing how Easy Calling connects with Teams, CRM systems, and workflow tools.
Features in Detail
1. Microsoft Teams Native Integration
Complete integration into the Teams environment (app & telephony).
How it works:
Action: Install Easy Calling from Teams app store or deploy via admin portal.
Response: Easy Calling appears as a native Teams app with full Teams calling integration.
Result: Access all call features directly within Teams–no separate applications needed.
Key capabilities:
Native Teams app: Pin Easy Calling tab in Teams for quick access
Teams calling integration: Uses Microsoft Teams Phone System for all calls
Activity feed notifications: New calls, voicemails, and updates appear in Teams feed
Teams presence integration: Agent availability syncs with Teams status
Teams chat integration: Initiate Teams chats from call records
Teams contacts: Automatic caller lookup in Teams directory
Single sign-on: Seamless authentication using Teams credentials
Mobile support: Access from Teams mobile app
Deep integration points:
Call routing: Leverages Teams Call Queue infrastructure
Resource accounts: Uses Teams resource accounts for voice apps
Phone numbers: Inherits phone numbers from Teams Phone System
Call controls: Answer, hold, transfer using Teams calling engine
Notifications: Desktop, mobile, and email notifications via Teams
Meeting integration: Join Teams meetings from Easy Calling interface
Benefits:
Zero learning curve: If you know Teams, you know how to use Easy Calling
Single app experience: No switching between applications
Unified notifications: All alerts in one place
Mobile ready: Full functionality on iOS and Android via Teams app
Enterprise security: Inherits Teams security policies and compliance
2. Third-Party System Integration
Connection to CRM or ERP systems for caller identification.
How it works:
Action: Configure external lookup sources in Easy Platform configuration center.
Response: Provide API endpoint, authentication, and field mapping.
Result: When calls arrive, Easy Calling queries external systems and displays enriched caller information.
Key capabilities:
CRM integration: Salesforce, Microsoft Dynamics 365, HubSpot, Zoho, custom CRMs
ERP integration: SAP, Oracle, Microsoft Business Central, NetSuite
Custom API support: Connect to any system with REST API
Caller enrichment: Display customer name, company, account status, order history
Priority detection: Automatically identify VIP customers
Field mapping: Configure which external data fields to display
Fallback logic: If external lookup fails, falls back to Teams directory
Integration architecture:
Easy Calling makes HTTP POST request with caller number
External system responds with JSON containing caller details
Data displayed in real-time before agent answers call
Response cached temporarily to reduce API calls
Supported data fields:
Customer name and company
Account number and status
Last contact date
Open tickets or orders
Customer lifetime value
Custom fields (configurable)
Use cases:
Customer service: Display open support tickets when customer calls
Sales: Show account value and opportunity status
Healthcare: Display patient information (HIPAA-compliant configuration)
Financial services: Show account balance and recent transactions
E-commerce: Display order status and shipping information
For developers: See Caller Number Resolution documentation for technical implementation details.
Benefits:
Personalized service: Agents see full customer context immediately
Faster resolution: No time wasted searching for customer records
Better customer experience: Address customers by name and reference their history
Cross-system visibility: One view of customer across all systems
3. Workflow Integration
Seamless integration with Microsoft Planner, Microsoft To-Do, and Emails.
How it works:
Action: Configure Planner/To-Do integration in voice app settings.
Response: Select target Microsoft 365 Group, Planner plan, and To-Do lists.
Result: Create tasks directly from call interface with pre-filled caller context.
Microsoft Planner Integration:
One-click task creation: Create Planner tasks from call details screen
Pre-filled information: Caller name, phone number, and call notes auto-populate
Configurable templates: Set default task titles and descriptions
Due date selection: Pick due date with calendar picker
Assignment options: Assign to yourself or team members
Link to call: Task includes link back to call record
Team visibility: Tasks appear in shared Planner board
Microsoft To-Do Integration:
Personal task lists: Create tasks in your personal To-Do lists
Quick capture: Faster than Planner for personal follow-ups
Due dates and reminders: Set reminders for callback times
My Day integration: Tasks appear in To-Do "My Day" view
Mobile sync: Access tasks on To-Do mobile app
Email Integration:
Pre-filled templates: Email templates with caller information
Quick send: Send follow-up emails without leaving Easy Calling
Outlook integration: Uses Microsoft Graph to send via your Outlook account
Template variables: Automatically insert caller name, date, call topic
Attachment support: Attach documents or call summaries
CC/BCC options: Loop in team members or managers
Workflow example:
Customer calls about product issue
Agent answers and takes notes in Easy Calling
Clicks "Create Task" → Planner task created: "Follow up: Customer complaint #12345"
Clicks "Send Email" → Confirmation email sent to customer
Task appears in team Planner board for tracking
Agent marks task complete after resolution
Benefits:
No app switching: Complete all follow-up actions in one interface
Time savings: 2-3 minutes saved per call by eliminating copy-paste
Consistent workflows: Templates ensure no follow-up is forgotten
Team coordination: Shared tasks keep everyone aligned
Better accountability: Every action is logged and trackable
4. Multi-Platform Support
Available via Teams app or web browser, device and OS independent.
How it works:
Action: Access Easy Calling from any supported platform.
Response: Responsive interface adapts to screen size and platform.
Result: Consistent experience whether on desktop, tablet, or mobile.
Supported platforms:
Microsoft Teams (Desktop): Windows, macOS
Microsoft Teams (Web): Any modern browser
Microsoft Teams (Mobile): iOS, Android
Web Browser (Standalone): Chrome, Edge, Firefox, Safari
Progressive Web App (PWA): Install as standalone app on any OS
Platform-specific features:
Teams Desktop: Full feature set with native calling
Teams Mobile: Mobile-optimized interface, push notifications
Web Browser: Full dashboard access, ideal for managers
PWA: Offline call history view, fast startup
Device compatibility:
Desktop: Windows 10+, macOS 10.14+, Linux (browser)
Tablets: iPad, Android tablets, Surface
Mobile phones: iPhone (iOS 13+), Android (8.0+)
Network requirements:
Bandwidth: Minimum 1 Mbps for real-time updates
Protocols: HTTPS, WebSocket (WSS)
Ports: Standard HTTPS (443), WebSocket (443)
Latency: Best experience with <200ms latency
Benefits:
Work from anywhere: Home, office, or on the go
BYOD friendly: Works on personal devices
Disaster recovery: Access from any device if primary is unavailable
Flexibility: Choose the platform that fits your workflow
Consistent UX: Same features and interface everywhere
Technical Requirements and Information
Microsoft Licenses:
Microsoft 365 or Office 365 subscription (E3/E5 or Business Premium)
Microsoft Teams Phone System license
Teams Calling Plan or Direct Routing
Easy Calling license per call queue
Microsoft Services:
Microsoft Graph API access
Microsoft Teams (for native app integration)
Microsoft Planner (for task integration)
Microsoft To-Do (for personal task integration)
Exchange Online (for email integration)
Network:
Stable internet connection
WebSocket support (for real-time updates)
HTTPS (port 443) access
Firewall exceptions for Teams endpoints
Third-Party Integration:
REST API endpoint from CRM/ERP system
API authentication credentials
JSON response format support
HTTPS connectivity to external systems
Data Sources:
Microsoft Entra ID (formerly Azure AD)
External CRM/ERP systems (optional)
Custom API endpoints (optional)
Data Privacy:
All data stored in Microsoft 365 tenant
GDPR compliant
Data residency follows Microsoft 365 tenant location
External integrations must comply with your data policies
Browser Requirements:
Modern browser with JavaScript enabled
WebSocket support
LocalStorage enabled
Pop-ups allowed for downloads
Pricing
All Integration features are included in the Easy Calling Basic license.
Third-party CRM/ERP integrations may require additional configuration services–contact your Easy Calling account manager for details.
Support & Troubleshooting
Known Limitations
External lookups: Limited to 5-second timeout; slower systems may not return data in time.
Planner tasks: Can only create tasks in Microsoft 365 Groups you're a member of.
Email templates: Limited to 10 custom templates per voice app.
Mobile features: Some advanced configuration options only available on desktop.
Offline mode: Limited to read-only call history; no real-time updates when offline.
Quick Help (FAQ)
Problem: External caller lookup not showing data. Solution: Verify API endpoint is accessible. Check authentication credentials in configuration. Ensure external system is responding within 5 seconds. Review API logs in configuration center.
Problem: Cannot create Planner tasks from calls. Solution: Verify Planner integration is configured in voice app settings. Check that you're a member of the target Microsoft 365 Group. Ensure you have permissions to create tasks in the selected plan.
Problem: Email send button is grayed out. Solution: Verify email integration is enabled in voice app settings. Check that you have Exchange Online license. Ensure Microsoft Graph permissions are granted.
Problem: Easy Calling not appearing in Teams app store. Solution: Contact your Teams administrator–app may not be approved for your organization. Verify Easy Calling is added to your tenant's app catalog.
Problem: Web browser version is slow or unresponsive. Solution: Clear browser cache and cookies. Disable browser extensions that might interfere. Try a different browser. Check internet connection speed.
Problem: Mobile app features missing compared to desktop. Solution: Some advanced configuration features are desktop-only. For call handling, use Teams mobile app with Easy Calling integration. Switch to desktop for full administrative access.
Need more help? Contact support through the Support page.
Last updated