# 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](https://docs.easycalling.easyplatform.app/getting-started/progressive-web-application-and-agent-overview) 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](https://docs.easycalling.easyplatform.app/known-issues#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](https://docs.easycalling.easyplatform.app/getting-started/easy-calling-configuration) 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 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. *** ### 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**](https://docs.easycalling.easyplatform.app/getting-started/quick-start-guide) – Get up to speed in 5 minutes * [**Transitioning to Easy Calling**](https://docs.easycalling.easyplatform.app/troubleshooting-and-support/whats-changed) – Transitioning from standard Teams calling * [**Contact Support**](https://docs.easycalling.easyplatform.app/troubleshooting-and-support/support) – We're here to help *** **Can't find your question here?** Email us at **** and we'll add it to this FAQ!