5-Minute Quick Start

Get up and running with Easy Calling in 5 minutes

Welcome! This guide gets you from zero to handling your first call in just 5 minutes. Let's go!

What You'll Learn

By the end of this guide, you'll know how to:

• Access Easy Calling in Microsoft Teams

• See incoming calls and caller information

• Answer, transfer, or send calls to voicemail

• View your call history

• Take quick actions after a call

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Step 1: Open Easy Calling (30 seconds)

Where is it? Easy Calling lives right inside Microsoft Teams.

1. Open Microsoft Teams (desktop or web)

2. Look for the Apps icon in the left sidebar (it looks like a grid of squares)

3. Search for "Easy Calling"

4. Click to open

Pro Tip: Pin Easy Calling to your sidebar for instant access. Right-click the app icon and select "Pin."

Pin Easy Calling to your Microsoft Teams sidebar for one-click access

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Step 2: Understand Your Dashboard (1 minute)

What am I looking at? Your Easy Calling dashboard has three main areas:

Incoming Calls (Top Section)

Shows all calls currently ringing or waiting in queue. You'll see:

• Caller's name/number (if available in your directory)

• Which queue the call came through

• How long they've been waiting

• Quick action buttons (View Details | Request Call | Direct Transfer | Transfer to Voice App | Reject Call | Force Cleanup)

Call History (Middle Section)

Your complete call log with color-coded indicators:

• Green = Answered calls

• Red = Missed calls

• Yellow = Voicemail left

Team Status (Agent Panel)

See which team members are:

• Available (green)

• Away (yellow)

• On a call / busy (red)

• Offline or opted out (gray)

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Step 3: Handle Your First Call (2 minutes)

A call is coming in! What do I do?

Option 1: Answer the Call

1. When a call appears in your dashboard, you'll see a notification in Microsoft Teams

2. Click the "Answer" button (or answer directly from the Microsoft Teams notification)

3. The caller information appears on your screen

4. That's it! You're now on the call

What you'll see during the call:

• Caller's name, number, and company (if available)

• Call duration timer

• Notes section (type notes that save automatically)

• Quick action buttons

Option 2: Transfer the Call

Not the right person for this call? No problem.

1. Click the "Transfer" button on the incoming call card

2. Choose either:

• Direct Transfer → Select a specific person

• Transfer to Voice App → Send to another call queue

1. Click "Transfer"

2. The call is routed immediately – no awkward "let me transfer you" delay

Option 3: Send to Voicemail

Can't answer right now? Send it to voicemail.

1. Click the "Send to Voicemail" button on the call card

2. The caller hears your voicemail greeting

3. You get a notification when they leave a message

4. Listen to the voicemail later from your call history

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Step 4: After the Call (1 minute)

The call ended. Now what? Easy Calling makes follow-up effortless.

When a call ends, you'll see the call appear in your Call History with these quick actions:

Send an Email

Click the envelope icon to send a follow-up email to the caller – it pre-fills their email address if available.

Create a Task

Click the task icon to create a reminder in:

• Microsoft Planner (shared team tasks)

• Microsoft To-Do (your personal task list)

The task automatically includes the caller's information and call notes.

Save as Contact

Click the person icon to save the caller to your personal contacts–perfect for recurring callers.

Listen to Voicemail

If they left a voicemail, click the play icon to listen.

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Step 5: Explore Your Call History (30 seconds)

Need to find a past call? Your call history is powerful.

1. Navigate to the "Call History" section

2. Use the filters at the top:

• Filter by date range

• Show all calls

• Show only missed calls

• Show only voicemails

• Show missed calls + voicemails

• Show On-Call queue only

1. Click any call to see full details, notes, and available actions

Pro Tip: Use the search bar to find calls by name, number, or even keywords in your notes.

Filter your call history to find exactly what you need

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Quick Tips for Success

Do This Right Away

• Pin Easy Calling to your Microsoft Teams sidebar (right-click → Pin)

• Turn on notifications in Microsoft Teams settings so you never miss a call

Level Up Your Skills

• Add notes during calls so follow-ups are easier

• Check call history daily to ensure no missed calls slip through

Common Questions

Q: What if I don't want to receive calls right now? A: You can opt-out of the call queue – see Call Management (7. Agent Opt-in/Opt-out)

Q: Can I use Easy Calling on my phone? A: Yes! Easy Calling works in the Teams mobile app and as a standalone web app – see Progressive Web App Guide

Q: What if I accidentally decline a call? A: No worries! The call returns to the queue and another agent can answer, or it goes to voicemail if no one's available.

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What's Next?

Now that you know the basics, explore these guides to become an Easy Calling pro:

• Best Practices – Call Life Cycle – Step-by-step guide for handling calls

• Day in the Life: Contact Center Agent – See how agents use Easy Calling all day

• How-To Guides – Master specific features like transfers, voicemail, and more

• Tips & Tricks – Work smarter, not harder

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Need Help?

• Frequently Asked Questions – Quick answers

• Contact Support – We're here to help

You're ready to start! Open Easy Calling and handle your first call with confidence.