# Frequently Asked Questions

**Quick answers to the most common questions about Easy Calling.**

***

## 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

***

### 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.

***

### 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](/getting-started/progressive-web-application-and-agent-overview.md) for installation instructions.

***

### 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.

***

## 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.

***

### 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)

***

### 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 (if you filter by "Missed Calls + Voicemails)

***

### 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"**

***

### 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.

***

### 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.

***

## Voicemail

### Where do I find voicemails?

**Two places:**

1. **Easy Calling dashboard:** Call History – Filter by "Voicemail" to see all voicemails
2. **Microsoft Teams Activity Feed:** You'll see a notification badge in the activity feed (with direct link to voicemail)

***

### How do I listen to a voicemail?

1. Go to **Call History**
2. Find the voicemail entry (marked in yellow)
3. Click the **play icon** to listen

***

### Can I create a task from a voicemail?

**Yes!** This is perfect for callback requests.

1. Click on the **Call Details** of 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

***

### Why don't all voicemails show up?

This is a known limitation. See [Known Issues](/troubleshooting-and-support/known-issues.md#voicemails-are-not-consistently-displayed) for details and workarounds.

***

## Managing Availability

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

1. Open **Easy Calling** and go to the **Agents** section on the right side
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!**

***

### 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 Microsoft Teams but opted out of the Easy Calling queue (and vice versa).

***

## 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 (missed, voicemail, etc.)
* Call queue

***

### How long is call history stored?

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

***

### 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.

***

### 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.

***

## Quick Actions (Email, Tasks, Contacts)

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

1. Find the call in **Call History**
2. Go to Actions → More Actions (...)
3. Click **Send Email**
4. An email draft opens with the caller's email address pre-filled
5. Type your message
6. Click **"Send"**

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

***

### 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.

***

### Can I save a caller as a contact?

**Yes!** Click **Create Contact** on the call card. The caller is saved to your **personal contacts** in Microsoft 365.

***

## Troubleshooting

### Easy Calling isn't showing up in my Microsoft 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)
* Microsoft 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

***

### 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 Microsoft 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.

***

### 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)

***

### 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.

***

### 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

***

## 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.

***

### 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 Microsoft Teams to ask them to change their status
* **Monitor patterns** (e.g., if someone forgets to toggle back from break)

***

### How do I export call reports?

1. Select the call queue and date range
2. Click on the **Analytics** icon
3. Click **"Export PDF"**

See the [Analytics & Reporting Guide](https://github.com/easy-platform/easycalling/blob/main/docs/end-user/guides/how-to/analytics-and-reporting.md) for more details.

***

### 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](/getting-started/easy-calling-configuration.md) for step-by-step instructions.

***

## 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 (+41791234567, +4979123456789, etc.)

***

### 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 <support@twincapfirst.ch> for pricing and setup.

***

### 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).

***

## Billing and Licensing

### How much does Easy Calling cost?

Prices for Easy Calling and the additional features can be found on the website. Click here to visit the [German website](https://twincapfirst.ch/produkt/easy-calling/) / [English website](https://twincapfirst.ch/en/product/easy-calling/).

**Free trial:** 30 days, no credit card required.&#x20;

***

### Can I try Easy Calling before buying?

**Yes!** Easy Calling offers a **30-day free trial**. Go the [Website in German](https://twincapfirst.ch/produkt/easy-calling/#kostenlos-testen) or to the [International Website](https://twincapfirst.ch/en/product/easy-calling/) for more information about the free trial.

***

## Still Have Questions?

* [**Quick Start Guide**](/getting-started/quick-start-guide.md) – Get up to speed in 5 minutes
* [**Transitioning to Easy Calling**](/troubleshooting-and-support/whats-changed.md) – Transitioning from standard Teams calling
* [**Contact Support**](/troubleshooting-and-support/support.md) – We're here to help

***

**Can't find your question here?** Email us at **<support@twincapfirst.ch>** and we'll add it to this FAQ!


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