Frequently Asked Questions

Get answers to your frequently asked questions

Quick answers to the most common questions about Easy Calling.

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Getting Started

How do I open Easy Calling?

1. Open Microsoft Teams (desktop or web)

2. Click the Apps icon in the left sidebar (looks like a grid)

3. Search for "Easy Calling"

4. Click to open

5. Pro Tip: Right-click and select "Pin" to keep it in your sidebar

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Do I need special permissions to use Easy Calling?

For basic use (answering calls): No special permissions needed. If you're assigned to a call queue, you're good to go.

For Voice App Manager features (managing queues, viewing analytics): You need to be designated as a Voice App Manager by your administrator.

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Can I use Easy Calling on my phone?

Yes! Easy Calling works in:

• Microsoft Teams mobile app (iOS and Android)

• Teams desktop app (Windows and Mac)

• Teams web app (any browser)

• Progressive Web App (standalone app)

See the Progressive Web App Guide for installation instructions.

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How do I get added to a call queue?

Your administrator or Voice App Manager adds you to call queues. Contact your team lead if you need to be added.

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Handling Calls

How do I know when a call is coming in?

You'll see two notifications:

1. Microsoft Teams call notification (the standard Teams ring)

2. Easy Calling dashboard notification (a call card appears)

You can answer from either place.

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What information do I see about callers?

Easy Calling shows:

• Caller's phone number

• Caller's name (if found in your directory, CRM, or external database)

• Caller's company (if available)

• Call queue the call came through

• How long they've been waiting

• Past call history with this caller (if any)

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Can I see missed calls?

Yes! Go to Call History and filter by "Missed Calls." You can see:

• Who called

• When they called

• Which queue they called

• Whether they left a voicemail

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How do I transfer a call?

Method 1: Transfer to a specific person

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

2. Select "Direct Transfer"

3. Search for the person's name

4. Add a note (optional but helpful)

5. Click "Transfer"

Method 2: Transfer to another call queue

1. Click the "Transfer" button

2. Select "Transfer to Voice App"

3. Choose the queue

4. Add a note

5. Click "Transfer"

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Can I transfer a call back to the main queue?

Yes! Just transfer it to the original queue using the "Transfer to Voice App" option.

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What if I accidentally decline a call?

Don't worry! The call goes back to the queue and another agent can answer it. If no one answers, it goes to voicemail (if configured). The caller doesn't get disconnected.

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Voicemail

Where do I find voicemails?

Two places:

1. Easy Calling dashboard – You'll see a notification badge on the "Call History" tab

2. Call History – Filter by "Voicemail" to see all voicemails

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How do I listen to a voicemail?

1. Go to Call History

2. Find the voicemail entry (marked with a blue indicator)

3. Click the play icon to listen

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Can I create a task from a voicemail?

Yes! This is perfect for callback requests.

1. Click on the voicemail entry

2. Click "Create Task"

3. Choose Microsoft Planner (team task) or To-Do (personal task)

4. Set a due date/time

5. The task includes caller info, voicemail details, and a link back to the call

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Why don't all voicemails show up?

This is a known limitation. See Known Issues for details and workarounds.

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Managing Availability

How do I stop receiving calls when I'm on break?

1. Open Easy Calling

2. Use the opt-out toggle to remove yourself from the call queue

Calls will stop routing to you and go to other opted-in agents instead.

Don't forget to opt back in when you're ready!

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Can I still use Teams normally when I'm opted out in Easy Calling?

Yes! Your Teams status and Easy Calling queue status are separate.

• Teams status: Shows if you're online, busy, away, etc.

• Easy Calling queue status: Controls whether you receive calls from the queue

You can be available in Teams but opted out of the Easy Calling queue (and vice versa).

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Call History and Notes

Can I search call history?

Yes! Use the search bar in Call History to find calls by:

• Caller name

• Phone number

• Keywords in notes

You can also filter by:

• Date range

• Call type (answered, missed, voicemail)

• Call queue

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How long is call history stored?

Up to 6 months (may vary based on your organization's settings).

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Can I export call history?

Yes! Click the "Export" button in Call History. You can export to:

• Excel (CSV file)

For statistical reports (PDF), use the Analytics section.

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Can other agents see my call notes?

Yes, if they search for that call in Call History. Notes are shared across your team so anyone can pick up where you left off.

Privacy tip: Don't put sensitive personal information in call notes. Stick to call-related details.

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Quick Actions (Email, Tasks, Contacts)

How do I send a follow-up email after a call?

1. Find the call in Call History

2. Click the envelope icon

3. An email draft opens with the caller's email address pre-filled

4. Type your message

5. Click "Send"

Note: The caller's email address must be available in your directory or CRM for this to work.

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Can I create tasks for myself or my team?

Both!

Personal task (Microsoft To-Do):

• Only you see it

• Shows up in your To-Do app

• Great for personal callbacks, follow-ups, etc.

Team task (Microsoft Planner):

• Entire team sees it

• Shows up in the team's Planner board

• Great for shared responsibilities, escalations, etc.

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Can I save a caller as a contact?

Yes! Click the person icon on the call card. The caller is saved to your personal contacts in Microsoft 365.

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Troubleshooting

Easy Calling isn't showing up in my Teams apps

Possible causes:

• Easy Calling hasn't been installed yet (contact your IT admin)

• You don't have permission to use it (contact your admin)

• Teams needs to be refreshed

Try this:

1. Close and restart Microsoft Teams

2. Go to Apps → Search for "Easy Calling"

3. If it's not there, contact your IT administrator

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I'm not receiving calls, but I'm marked as "Available"

Check these things:

1. Are you assigned to the call queue?

• Ask your Voice App Manager to confirm you're in the queue

2. Is your Teams status set to "Do Not Disturb"?

• Change your Teams status to "Available" or "Busy"

3. Are there calls in the queue?

• Check the Easy Calling dashboard – maybe there are just no calls right now

4. Are other agents getting calls?

• If yes, there's an issue with your assignment

• If no, the issue might be with the call queue itself

Still not working? Contact your Voice App Manager or IT support.

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Caller information isn't showing up

Why this happens:

• The caller's number isn't in your directory or CRM

• The integration isn't configured yet

• The caller is calling from a number not linked to their profile

What you can do:

• Manually add the caller as a contact after the call

• Ask your admin to check caller ID integrations (Entra ID, Easy Lookup, Search.ch)

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I can hear the caller, but they can't hear me

This is a Teams audio issue, not an Easy Calling issue.

Try this:

1. Check your microphone isn't muted (in Teams and on your headset)

2. Go to Teams Settings → Devices → Test your microphone

3. If using a headset, unplug and replug it

4. Restart Teams

Still not working? Contact IT support.

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The call dropped or disconnected

Possible causes:

• Network issue (yours or the caller's)

• Microsoft Teams service interruption

• Transfer failed

What to do:

• Check your internet connection

• If the caller is important, call them back using their number from Call History

• Report frequent call drops to your IT team

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Voice App Manager Questions

How do I become a Voice App Manager?

Your administrator designates Voice App Managers when setting up call queues. If you need Voice App Manager permissions, ask your IT admin.

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Can I change agent availability as a Voice App Manager?

No. Agents control their own availability. However, you can:

• See who's available, busy, or on break in real-time

• Message agents via Teams to ask them to change their status

• Monitor patterns (e.g., if someone forgets to toggle back from break)

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How do I export call reports?

1. Open Voice App Manager → Analytics

2. Select the date range

3. Click "Export"

4. Choose Excel or PDF

See the Analytics & Reporting Guide for more details.

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Can I update voicemail greetings?

Yes! As a Voice App Manager, you can:

• Record new greetings

• Upload audio files

• Change timeout settings

See the Configuration Guide for step-by-step instructions.

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Integration Questions

What's Entra ID Lookup?

Entra ID Lookup searches your organization's Microsoft Entra ID (formerly Azure AD) to find caller names automatically.

How it works:

• Someone calls your queue

• Easy Calling checks if their phone number is in Entra ID

• If found, their name and profile info appears

Requirement: Phone numbers must be stored in E.164 format ([phone], [phone], etc.)

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What's Easy Lookup?

Easy Lookup searches external databases (like your CRM or custom databases) for caller information.

Requirement: This feature must be set up by TwinCap First. Contact [email protected] for pricing and setup.

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What's Search.ch Integration?

Search.ch Integration is a Swiss phone directory lookup. If someone calls from a Swiss number, Easy Calling can search Search.ch to find their name and business.

Requirement: Your organization needs a Search.ch API key (free from Search.ch).

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Billing and Licensing

How much does Easy Calling cost?

Contact TwinCap First for pricing:

• Email: [email protected]

• Phone (Switzerland): [phone]

• Phone (Germany): [phone]

Free trial: 30 days, no credit card required.

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Can I try Easy Calling before buying?

Yes! Easy Calling offers a 30-day free trial. Contact TwinCap First to get started.

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Still Have Questions?

• Quick Start Guide – Get up to speed in 5 minutes

• Transitioning to Easy Calling – Transitioning from standard Teams calling

• Contact Support – We're here to help

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Can't find your question here? Email us at [email protected] and we'll add it to this FAQ!