Installation Guide (for Admins)

Getting Easy Calling up and running is easier than you think. This guide walks you through the complete installation process, step by step.

Before You Begin

Who Should Do This Installation?

This guide is for IT Administrators or Teams Administrators who are responsible for setting up applications in your Microsoft 365 tenant.

What You'll Need

• Global Administrator access to your Microsoft 365 tenant

• Teams Administrator rights (to configure call queues)

• 15-20 minutes of uninterrupted time

• The Easy Calling app package (download below)

What You'll Accomplish

By the end of this guide, you'll have:

• Easy Calling installed in your Teams environment

• Permissions configured correctly

• Your first call queue set up and ready to use

• Your team ready to start handling calls

Important: You'll need to grant administrative consent for Easy Calling to access call information and integrate with Teams. This is a one-time setup.

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Step 1: Download the Easy Calling App Package

Download the latest version of Easy Calling to your computer. You'll upload this to Teams in the next step.

10KB

EasyCalling-1.1.7.zip

archive

Open

Pro Tip: Save this file somewhere easy to find, like your Desktop or Downloads folder.

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Step 2: Upload Easy Calling to Teams Admin Center

Now we'll add Easy Calling to your organization's Teams apps.

1. Open the Teams Admin Center

Go to admin.teams.microsoft.com and sign in with your Global Administrator account.

2. Navigate to "Manage Apps"

In the left sidebar, click Teams apps → Manage apps

Find "Manage apps" in the Teams Admin Center navigation

3. Upload the Easy Calling Package

• Click the "Upload" button (or "Upload new app")

• Click "Upload" again in the dialog that appears

• Select the EasyCalling-1.1.7.zip file you downloaded earlier

• Click "Open"

Click "Upload" to add a custom app

Select the Easy Calling ZIP file

Easy Calling is now uploaded to your tenant

4. Verify the Upload

Search for "Easy Calling" in the Manage Apps list to confirm it's been added successfully.

Great job! Easy Calling is now available in your Teams environment. Next, we'll configure the permissions.

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Step 3: Run the Easy Calling Setup Wizard

After purchasing your Easy Calling license, you'll receive an email with an installation link. This wizard automates most of the permission setup.

Why Do We Need Permissions?

Easy Calling needs specific permissions to:

• Read call information from Microsoft Teams (to show you who's calling)

• Control calls (answer, transfer, send to voicemail)

• Send notifications to your team about incoming calls

• Create resource accounts for call queues

These permissions are granted once and apply to your entire organization.

Starting the Wizard

1. Open the Installation Link

Click the installation link in your purchase confirmation email. You'll see the Easy Calling setup wizard.

2. Sign In with Your Admin Account

When prompted, sign in with your Global Administrator account.

3. Click "Get Started"

The Easy Calling setup wizard welcome screen

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Step 4: Grant Permissions (This is Important!)

The wizard will guide you through granting several permissions. Don't worry–we'll explain what each one does.

Permission 1: User Settings (Easy Platform)

What it does: Allows Easy Platform to read your users' profiles so it can show agent names and availability.

What to do:

1. Click the "Grant Consent" button

2. A Microsoft permission dialog will appear

3. Sign in with your Global Administrator account

4. Review the permissions (they're all read-only)

5. Click "Accept"

Click "Grant Consent" for User Settings

Review and accept the permissions

6. Click "Validate Consent"

After accepting, click "Validate Consent" in the wizard. This confirms the permissions were granted correctly.

If validation succeeds, click "Next" If validation fails, try granting consent again

Validate that permissions were granted correctly

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Permission 2: Easy Platform (Application Access)

What it does: Allows the Easy Platform backend to create and manage call queues on your behalf.

What to do:

1. Click the "Grant Consent" button

2. Sign in with your Global Administrator account (if prompted)

3. Review the permissions

4. Click "Accept"

Click "Grant Consent" for Easy Platform

Accept the Easy Platform permissions

5. Click "Validate Consent" and then "Next"

Validate and continue

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Permission 3: Easy Calling Configuration (Call Management)

What it does: Allows Easy Calling to send and receive call information in real-time.

What to do:

1. Click the "Grant Consent" button

2. Sign in with your Global Administrator account (if prompted)

3. Review the permissions (these include call management capabilities)

4. Click "Accept"

Click "Grant Consent" for call management

Review call management permissions

Accept the call management permissions

5. Click "Validate Consent" and then "Next"

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Permission 4: Teams Policy (Call Transfers)

What it does: Allows Easy Calling to transfer calls and remove participants (required for transferring callers to different agents or queues).

What to do:

1. Click the "Activate Teams Policy" button

2. This will automatically configure the necessary Teams policy

Click "Activate Teams Policy"

The policy is being activated

Policy activation complete

3. Click "Next" to continue

What's a Teams Policy? It's a set of rules that controls what apps can do in your Teams environment. This policy specifically allows Easy Calling to transfer calls between users.

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Step 5: Configure Initial Settings (Optional)

Now you can enable some global features. Don't worry–you can change these later.

Available Features

Enable or disable features for your organization

Feature options:

• Enable Microsoft Planner – Create tasks from calls in shared Planner boards

• Enable Personal Tasks – Create tasks in Microsoft To-Do

• Enable Personal Contact Creation – Save callers as personal contacts

• Enable Send Mail – Send follow-up emails directly from Easy Calling

• Enable Entra ID Lookup – Automatically identify callers from your directory

• Enable Search.ch Integration (Switzerland only) – Look up unknown Swiss phone numbers

Our recommendation: Enable all features initially. You can always turn off features later if your team doesn't use them.

Toggle features on or off

Click "Next" to continue

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Step 6: Set Access Permissions

Control who can access the Easy Platform configuration portal.

Configure who can access the configuration portal

Options:

Option 1: All Users (Default) Any user in your organization can log in to the Easy Platform portal with their Microsoft account.

Option 2: Specific Users/Groups Restrict access to only designated administrators or team leads.

Our recommendation: Start with "All Users" so anyone can explore the portal. Once you've set up your call queues, restrict access to administrators and voice app managers only.

Click "Next" to continue

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Step 7: Installation Complete!

You've successfully installed Easy Calling. The final screen shows important links and resources.

Installation complete–here's what's next

Save these links:

• Easy Platform Configuration Portal – Where you'll create call queues

• Easy Calling Documentation – This guide and others

• Support Contact – If you need help

Congratulations! You've successfully installed Easy Calling. Now it's time to create your first call queue.

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What's Next?

Immediate Next Steps (Do These Now)

1. Configure Best Practices – Call Life Cycle Queue – Set up a call queue so calls can be routed to your team

2. Configure Teams Call Flow – Connect your phone numbers to Easy Calling

3. Add Your Team – Assign agents to your call queue

After Best Practices – Call Life Cycle Queue is Working

1. Train Your Team – Share the Quick Start Guide with your agents

2. Set Up Voicemail – Configure voicemail greetings and routing

3. Customize Caller ID – Connect external databases for better caller identification

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Troubleshooting Installation Issues

"Grant Consent" Button Doesn't Work

Possible causes:

• You're not signed in as a Global Administrator

• Your organization has additional security policies that block consent

Solution:

1. Confirm you're using a Global Administrator account

2. Contact your security team to temporarily allow admin consent

3. Try again in a private/incognito browser window

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"Validate Consent" Fails

Possible causes:

• The consent wasn't fully processed yet (Microsoft sometimes takes a minute)

• There was a network interruption

Solution:

1. Wait 60 seconds and click "Validate Consent" again

2. If it still fails, go back and grant consent again

3. Check the Azure Active Directory admin center to confirm the app permissions are listed

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Can't Upload the App Package

Possible causes:

• You don't have permissions to upload custom apps

• Custom app uploads are disabled in your tenant

Solution:

1. Verify you have Teams Administrator or Global Administrator rights

2. In Teams Admin Center, go to Teams apps → Manage apps → Org-wide app settings

3. Ensure "Upload custom apps" is turned ON

4. Try uploading again

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Installation Wizard Link Doesn't Work

Possible causes:

• The link expired

• You're opening it in an unsupported browser

Solution:

1. Contact TwinCap First support to request a new installation link

2. Try opening the link in Microsoft Edge or Google Chrome

3. Clear your browser cache and try again

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Need Help?

If you encounter any issues during installation:

• Email: [email protected]

• Phone (Switzerland): [phone]

• Phone (Germany): [phone]

Before contacting support, have this information ready:

• Which step you're stuck on

• Any error messages you're seeing

• Screenshots (if applicable)

• Your organization's domain name

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Installation Checklist

Use this checklist to track your progress:

• Downloaded Easy Calling app package

• Uploaded app to Teams Admin Center

• Verified app appears in Manage Apps

• Received installation wizard link via email

• Opened wizard and signed in as Global Administrator

• Granted consent for User Settings

• Granted consent for Easy Platform

• Granted consent for Call Management

• Activated Teams Policy

• Configured global feature settings

• Set access permissions

• Saved configuration portal link

• Next: Configure first call queue

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Ready to create your first call queue? Head to the Configuration Guide to get started!