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Tips and Tricks

Work smarter with these time-saving tips for Easy Calling

Master Easy Calling with these pro tips. Here's how experienced agents save time every day.

Quick Wins (Do These Right Away)

1. Pin Easy Calling to Your Sidebar

Why: Access Easy Calling with one click instead of searching for it.

How to do it:

  1. Open Easy Calling in Microsoft Teams

  2. Right-click the app icon

  3. Select "Pin"

Time saved: 5-10 seconds every time you open it (adds up to 30+ minutes per week)

2. Enable Desktop Notifications

Why: Never miss a call, even when you're working in another app.

How to do it:

  1. Go to Microsoft Teams Settings → Notifications

  2. Ensure "Incoming calls" is enabled

  3. Set notification sound to your preference

Time saved: Catch calls instantly instead of checking the dashboard every few minutes.

3. Use the Search Bar in Call History

Why: Find past calls in 3 seconds instead of scrolling forever.

How to do it:

  • Type the caller's name, number, or keywords from your notes

  • Press Enter

Example: Manager asks, "Did we hear from Acme Corp today?" Type "Acme" → Found in 3 seconds.

4. Create Email Templates for Common Responses

Why: Send follow-up emails in 10 seconds instead of typing the same thing over and over.

Create New Email Templates using the "My Easy Platform Settings"

How to do it:

  1. Click "My Easy Platform Settings" to open the My Easy Platform

  2. Click Seetings (on the left side of your name) and choose the tab Email template

  3. Set up Templates for common scenarios using variables

  4. Click "Create" to save your Email template

Time saved: 2-3 minutes per email = 30-60 minutes per day

Create email templates with useful variables to save time

Advanced Tips for Agents

5. Take Notes During the Call (Not After)

Why: You'll remember more details, and follow-ups are easier.

How to do it:

  • While the caller is speaking, type quick notes in the notes section

  • Use shorthand or bullet points

  • Clean up the notes after the call if needed

Example:

Time saved: No need to try remembering what was discussed–it's all documented.

6. Use Color-Coded Filters to Prioritize Callbacks

Why: Spot missed calls and voicemails at a glance.

How to do it:

  1. Open Call History

  2. Click "Missed Calls" filter (shows red indicator)

  3. Review and create tasks for callbacks

Pro Tip: Do this first thing in the morning and after lunch to ensure no callbacks slip through the cracks.

7. Create Personal Tasks for Quick Callbacks

Why: Get reminders without cluttering your team's Planner.

How to do it:

  • Click "Create Task" after a call

  • Choose "Personal Task" (Microsoft To-Do)

  • Set a due time (e.g., "Call back at 2:00 PM today")

Time saved: No more sticky notes or trying to remember callbacks.

8. Transfer with Context Notes

Why: The next agent knows what's going on without making the customer repeat themselves.

How to do it:

  • Before transferring, add a note:

  • "Customer needs billing help – account #12345"

  • "VIP customer, very frustrated"

  • "Already tried password reset – didn't work"

What the customer experiences: "Oh, I see you already tried that. Let me check something else..."

Result: Customers feel heard, transfers are seamless.

9. Save Frequent Callers as Contacts

Why: Next time they call, you'll instantly see their name.

How to do it:

  • After a call, click the person icon

  • The caller is saved to your Microsoft contacts

Pro Tip: Do this for anyone who calls more than once a month.

10. Use the "Opt Out" Feature Strategically

Why: Avoid burnout by controlling when you receive calls.

When to use it:

  • You're in a meeting or training

  • You need 30 minutes of focus time for urgent tasks

  • You're about to leave for the day

How to do it:

  1. Toggle your status to "Unavailable"

  2. Other agents will cover calls

  3. Toggle back to "Available" when you're ready

Pro Tip: Coordinate with your team so someone is always available.

Tips for Voice App Managers

11. Check the Dashboard Every Hour

Why: Catch issues before they become problems.

What to look for:

  • Are wait times climbing?

  • Are multiple agents on break at the same time?

  • Are calls piling up in the queue?

Action: Send a quick Teams message to the team if you spot an issue.

12. Export Weekly Reports on Monday Morning

Why: Share performance data with leadership without scrambling.

How to do it:

  1. Set time range

  2. Open Analytics

  3. Click "Export PDF"

  4. Email to your manager

Time saved: 30 minutes of manual data gathering.

13. Setup Voicemail Greetings

Why: Set customer expectations during holidays, training, or system outages.

Examples:

  • "Our team is currently in training. Wait times may be longer than usual."

  • "Our office is closed for the holiday. We'll return your call on [date]."

  • "We're experiencing high call volume. Please leave a message, and we'll call you back within 4 hours."

How to do it:

  1. Go to Voice App Manager → Calling Configuration → Audio Configuration

  2. Record a new greeting

  3. Save

Time taken: 2 minutes.

14. Use Analytics to Understand Queue Performance

Why: Data-driven decisions improve service levels and team efficiency.

How to do it:

  1. Set time range

  2. Open Analytics

  3. Review call queue statistics and look for patterns:

  • High missed call rates → Review staffing or queue capacity

  • Long average wait times → Consider adding more agents to the queue

  • Consistently good answer rates → Recognize and share the winning approach with the team

Pro Tip: Share positive stats with the team in weekly meetings to boost morale.

Workflow Hacks

15. Use Two Monitors (If Possible)

Setup:

  • Monitor 1: Microsoft Teams + Easy Calling

  • Monitor 2: CRM, email, or reference materials

Why: No more alt-tabbing between apps.

16. Use Microsoft To-Do for Daily Callbacks

Why: Keep personal callbacks separate from team tasks.

How to do it:

  • Create a To-Do list called "Callbacks"

  • Add tasks with due times

  • Get reminders throughout the day

Example:

Common Mistakes to Avoid

Forgetting to Toggle Back to "Available"

Problem: You go on break, toggle to "Unavailable," and forget to toggle back. Calls keep going to other agents.

Solution: Set a timer or reminder to toggle back after your break.

Not Adding Notes During Calls

Problem: You finish the call and can't remember the details.

Solution: Type notes while the caller is speaking. Even bullet points help.

Transferring Calls Without Context

Problem: The next agent has no idea what the call is about. The customer has to repeat everything.

Solution: Always add a note before transferring: "Customer needs help with [issue]"

Ignoring Missed Calls

Problem: Missed calls pile up, and customers don't get callbacks.

Solution: Check the "Missed Calls" filter daily and create tasks for callbacks.

Not Using Search in Call History

Problem: You scroll through hundreds of calls trying to find one from yesterday.

Solution: Use the search bar! Type the caller's name or number.

Learn More

Ready to work smarter? Try 3 tips from this list today and see the difference!

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