Easy Calling in Microsoft Teams

A visual tour of Easy Calling's key features and how they help you work smarter

Welcome to the visual tour! This guide shows you what Easy Calling looks like and how each feature helps you handle calls more efficiently.

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Overview of Features

Administration and Configuration

For Administrators and Voice App Managers only.

Feature	Info
Queue Management	Administrative control over logic and assignment of service lines
Agent Management (Opt-in / Opt-out)	Centrally add or remove agents from queues to control team capacity
Custom Call Logic	Design call flows for timeouts, announcements, voicemail, and hold music
Escalation Management and Overflow	Define rules for unanswered calls – add-on license required
On-Call (Availability and Duty Management)	Plan and manage on-call schedules and availability – add-on license required
Webhooks	Configure webhook triggers at the start and/or end of a call
Configuration Center	Central web portal for all system management

Call Management (Inbound and Outbound)

For all users.

Feature	Info
Queue Display	Real-time view of all callers currently waiting
Intelligent Caller Recognition	Instant caller identification via third-party integrations
Call Handling and Transfer	Answer and transfer calls directly to colleagues or voicemail
Direct Calling from App (Outbound)	Initiate outbound calls directly from Easy Calling
After-Call Handling	Structured post-call processing with quick actions and email templates
Voicemail	Automatic voicemail notifications available in call history
Agent Opt-in/Opt-out	Agents can join or leave queues with a single click

Analytics and Reporting

For Voice App Managers.

Feature	Info
Real-Time Dashboard	Live overview of waiting, active, answered, and missed calls
Call History (CSV Export)	Export call data for external analysis and quality management (6 months)
Statistics (PDF Export)	Visual statistics on call outcomes and duration

Integration

Feature	Info
Microsoft Teams Native	Full integration into the Teams environment (app and telephony)
Third-Party System Integration	Connect CRM or ERP systems for caller identification
Workflow Integration	Seamless connection to MS Planner, Microsoft To-Do, and email
Multi-Platform	Via Teams app or web browser, device and OS independent

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The Dashboard: Your Command Center

What you see when you open Easy Calling:

Your Easy Calling dashboard–everything you need in one view

What This Means for You:

No more guessing. At a glance, you can see:

• Who's calling right now (and how long they've been waiting)

• Which agents are available vs. on calls

• Your call history with color-coded indicators

• Voicemail notifications you need to check

Why this matters: You stay informed without switching apps or asking colleagues "Are you on a call?" Everything you need is right here.

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Incoming Calls: Know Who's Calling Before You Answer

When a call comes in, you'll see:

Incoming call with caller information and quick actions

What You See:

• Caller's name and company (if available in your directory or CRM)

• Phone number

• How long they've been waiting (in real-time)

• Which call queue the call came through

• Quick action buttons (Answer | Transfer | Send to Voicemail)

What This Means for You:

Greet customers by name. You know who's calling before you answer, so you can say:

• "Hi Sarah, thanks for calling back!" (instead of "Hello, how can I help you?")

• "Good morning, Acme Corp–this is [Your Name]. How can I help?"

Customers feel recognized, and you sound professional from the first second.

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Caller Details: Everything You Need During the Call

Click "View Details" to see the full caller profile:

All available information about the caller in one place

What You See:

• Email address (for follow-up emails)

• Company name

• Phone number(s)

• Notes from previous calls (if any)

• Past call history with this caller

• Quick action buttons (Create Task | Send Email | Save Contact)

What This Means for You:

Reference past interactions. If this customer called last week, you'll see the notes from that call. You can say:

• "I see you called last Thursday about [issue]–is this about the same thing, or something new?"

Follow up effortlessly. After the call, click "Send Email" or "Create Task" without leaving the screen.

No more scrambling. All the caller's information is right there–no need to open your CRM, search Outlook, or ask colleagues.

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Transferring Calls: Seamless and Professional

Option 1: Direct Transfer to a Specific Person

Need to send the call to someone who can help?

Transfer directly to a colleague with one click

How it works:

1. Click "Transfer"

2. Select "Direct Transfer"

3. Search for the person's name

4. Add a note (e.g., "Customer needs help with billing")

5. Click "Transfer"

What the customer experiences:

• "Let me connect you with John, who can help with that right away."

• The call transfers in 3 seconds

• John sees your note before he answers

What would happen without Easy Calling: You'd put the customer on hold, look up John's extension, manually transfer the call, and hope John picks up. The customer would have to re-explain everything.

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Option 2: Transfer to Another Call Queue

Need to send the call to a different department?

Transfer to another call queue (e.g., Billing, Technical Support)

How it works:

1. Click "Transfer"

2. Select "Transfer to Voice App"

3. Choose the queue (e.g., "Billing" or "Technical Support")

4. Add a note (e.g., "VIP customer, needs urgent help")

5. Click "Transfer"

What the customer experiences:

• "I'm transferring you to our billing team right now–they'll take care of this for you."

• The call goes straight to the billing queue

• The next agent sees your note and has full context

Note: You can only transfer to call queues created in Easy Calling. If you don't see a queue, ask your Voice App Manager to set it up.

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Option 3: Send to Voicemail

Can't answer or the caller prefers to leave a message?

How it works:

1. Click "Send to Voicemail"

2. The caller hears your voicemail greeting

3. They leave a message

4. You get a Teams notification when the voicemail is ready

5. Listen to it later from Call History

What the customer experiences:

• "You've reached [Your Company]. We're currently assisting other customers. Please leave a message, and we'll call you back within [timeframe]."

What you do next:

• Listen to the voicemail

• Click "Create Task" to schedule a callback

• Get a reminder when it's time to call back

No more missed callbacks. Voicemails turn into tasks automatically–nothing falls through the cracks.

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Call History: Find Any Call in Seconds

Your complete call log with powerful search and filters:

Search and filter call history to find exactly what you need

What You Can Do:

Search by:

• Phone number

• Caller name

• Keywords in notes

Filter by:

• Answered calls (green)

• Missed calls (red)

• Voicemails (blue)

• Date range

• Call queue

What This Means for You:

Find calls instantly. Your manager asks: "Did anyone talk to Acme Corp today?"

You type "Acme" in the search bar → Found in 3 seconds.

Catch up after vacation. You've been out for a week. Filter by "Missed Calls" to see what you need to follow up on.

Learn from past calls. Search for a specific customer to see their call history and notes–so you have context for the next time they call.

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Voice App Manager Features (For Supervisors & Team Leads)

If you're a Voice App Manager, you get additional superpowers:

Real-Time Agent Status

See which agents are available, on calls, or on break in real-time

What you see:

• Available agents (ready for calls)

• Agents on calls (busy)

• Agents on break (unavailable)

Why this matters:

• Spot issues immediately. If 5 calls are in the queue and everyone's on break, you know to send a Teams message.

• Balance workload. See who's taking most of the calls and adjust assignments.

• No more guessing. You know exactly what's happening right now.

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Visual Analytics & Reporting

Visual reports show call patterns and team performance

Charts and graphs make it easy to spot trends and peak times

What you can see:

• Calls per hour/day/week

• Average wait times

• Calls answered vs. missed

• Individual agent performance

• Peak call times

Why this matters:

• Data-driven decisions. Stop guessing–see exactly when you need more agents.

• Identify training opportunities. If one agent has longer call times, offer coaching.

• Report to leadership. Export reports with one click–no manual data gathering.

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On-the-Fly Configuration

Adjust call queue settings without needing IT:

Update voicemail greetings, audio settings, and routing rules instantly

What you can change:

• Voicemail greetings (record new messages on the fly)

• Ring time before calls go to voicemail

• Hold music

• Agent assignments (add or remove agents from queues)

• Timeout actions (what happens if no one answers)

Record custom greetings or upload audio files

Configure how calls are distributed to your team

Define what happens when calls go unanswered

Add or remove agents from call queues

Why this matters:

• React quickly. Training session tomorrow? Update the voicemail greeting in 2 minutes.

• No IT tickets. Make changes yourself without waiting days for IT support.

• Test and iterate. Try different ring times or routing rules and see what works best.

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Key Takeaways

Easy Calling's interface is designed to save you time and reduce stress:

• Everything in one place – No more switching apps

• Know before you answer – Caller ID shows names and context

• Transfer with confidence – One-click transfers with notes

• Never lose a callback – Voicemails turn into tasks automatically

• Find calls instantly – Powerful search and filters

• Real-time visibility – See what's happening right now (for managers)

• Self-service configuration – Update settings without IT (for managers)

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Want to Try It Yourself?

• 5-Minute Quick Start – Get hands-on in 5 minutes

• Best Practices – Call Life Cycle – Step-by-step walkthrough

• Day in the Life Guides – See how real users work with Easy Calling

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Ready to experience Easy Calling? Open the app in Teams and start exploring!