# 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.

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## Features in Detail

### 1. Microsoft Teams Native Integration

Complete integration into the Teams environment (app & telephony).

**How it works:**

* **Action:** Install Easy Calling from  Microsoft Teams app store or deploy via admin portal.
* **Response:** Easy Calling appears as a native Microsoft Teams app with full Teams calling integration.
* **Result:** Access all call features directly within Microsoft Teams – no separate applications needed.

**Key capabilities:**

* **Native Teams app:** Pin Easy Calling tab in Microsoft Teams for quick access
* **Microsoft Teams calling integration:** Uses Microsoft Teams Phone System for all calls
* **Activity feed notifications:** New calls, voicemails, and updates appear in Microsoft Teams feed
* **Microsoft Teams presence integration:** Agent availability syncs with Microsoft Teams status
* **Microsoft Teams chat integration:** Initiate Microsoft Teams chats from call records
* **Microsoft Teams contacts:** Automatic caller lookup in Microsoft Teams directory
* **Single sign-on:** Seamless authentication using Microsoft Teams credentials
* **Mobile support:** Access from Microsoft Teams mobile app

**Deep integration points:**

* **Call routing:** Leverages Teams Call Queue infrastructure
* **Resource accounts:** Uses Microsoft Teams resource accounts for voice apps
* **Phone numbers:** Inherits phone numbers from Microsoft Teams Phone System
* **Call controls:** Answer, hold, transfer using Microsoft Teams calling engine
* **Notifications:** Desktop, mobile, and email notifications via Microsoft Teams
* **Meeting integration:** Join Micorosft Teams meetings from Easy Calling interface

**Benefits:**

* **Zero learning curve:** If you know Microsoft 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 Microsoft Teams app
* **Enterprise security:** Inherits Microsoft Teams security policies and compliance

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### 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](https://docs.easycalling.easyplatform.app/developer/lookup-integration) 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

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### 3. Workflow Integration

Seamless integration with Microsoft Planner, Microsoft To-Do, and Emails.

**How it works:**

* **Action:** Configure Microsoft 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 Informations:** Emails with pre-filled caller information
* Email-Templates: Set up your own email templates on the [My Easy Platform](https://my.uat.easyplatform.app/)
* **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:**

1. Customer calls about product issue
2. Agent answers and takes notes in Easy Calling
3. Clicks "Create Task" → Planner task created: "Follow up: Customer complaint #12345"
4. Clicks "Send Email" → Confirmation email sent to customer
5. Task appears in team Planner board for tracking
6. 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

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### 4. Multi-Platform Support

Available via Microsoft 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

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## 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

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## 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.

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