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:
Open Easy Calling in Microsoft Teams
Right-click the app icon
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:
Go to Microsoft Teams Settings → Notifications
Ensure "Incoming calls" is enabled
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.
How to do it:
Click "My Easy Platform Settings" to open the My Easy Platform
Click Seetings (on the left side of your name) and choose the tab Email template
Set up Templates for common scenarios using variables
Click "Create" to save your Email template
Time saved: 2-3 minutes per email = 30-60 minutes per day
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:
Open Call History
Click "Missed Calls" filter (shows red indicator)
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:
Toggle your status to "Unavailable"
Other agents will cover calls
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:
Set time range
Open Analytics
Click "Export PDF"
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:
Go to Voice App Manager → Calling Configuration → Audio Configuration
Record a new greeting
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:
Set time range
Open Analytics
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
Quick Start Guide – Get up to speed in 5 minutes
Best Practices – Call Life Cycle – Step-by-step walkthrough
Day in the Life Guides – See how real users work with Easy Calling
Ready to work smarter? Try 3 tips from this list today and see the difference!
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