Microsoft Teams has long been more than just a chat tool. In many companies, it is replacing traditional telephone systems and becoming the central communication platform. However, anyone who also uses Teams as a telephony solution quickly realizes that the platform has some limitations as standard – especially when it comes to call management and the integration of contacts. This is exactly where the TwinCap First add-ons come in. They turn Teams into a real business telephony solution. Imropve Teams telephony now!
With the integration of Microsoft Teams Phone, users can make calls as normal. Teams becomes a cloud telephone system. Calls can be made to the public telephone network (PSTN) via a SIP trunk or Microsoft Calling Plans. Sounds good – but the weaknesses lie in the details.
Teams accesses the Microsoft 365 address book by default. This means that only contacts stored in your own Outlook or in the Azure Active Directory are available. External contacts, CRM data, supplier contacts or individually maintained customer databases? Not available.
So if you don’t have all your contacts saved in Outlook, you often only see a number for incoming calls – no name, no company, no assignment. This leads to queries, missed opportunities or poorer availability.
Maintaining contacts in Microsoft 365 is also cumbersome. There is no central administration, no authorization structures, no intuitive interface for multiple user groups.
Teams is also limited when it comes to call management. No call notes can be recorded or forwarded. And call forwarding is not intelligent – for example, based on availability or responsibility.
Call queues in Teams telephony are a great way to control calls and distribute them to multiple users at the same time. However, there is one disadvantage: you cannot see missed calls in Microsoft Teams.
Making calls with a smartphone is also not possible without the Teams app – especially for field service or customer service, it is crucial that they can use their own Teams number to make calls on the go.
One of the biggest shortcomings of Microsoft Teams telephony? For external calls, it is not clear who is calling. Especially when companies are used to a CTI solution, this function is missing when switching to Microsoft Teams Phone.
In short: The standard Microsoft Teams functions may be sufficient for individuals. For support teams, reception, sales, hotlines or larger companies, however, the functions are not enough. Improving Teams telephony – it’s now very easy.
This is where the Easy Platform products from TwinCap First come into play. The add-ons that start exactly where Microsoft Teams reaches its limits.
Easy Directory extends Microsoft Teams with a powerful, centralized contact management system.
All contacts in one place
Easy Directory can be used to merge contacts from different sources: CRM systems & ERP (prerequisite: Contact Synch), Excel files, local address books or internal contacts. Everything flows into a central directory – and is made available in Microsoft Teams.
The advantage: when a call comes in, the system immediately recognizes who is calling. Names, company, responsibilities – everything is visible. This not only improves service, but also saves time.
Integration without effort
The solution is cloud-based and fully compatible with Microsoft Teams. It is quick to set up and intuitive to use. IT departments appreciate the simple administration, while specialist departments appreciate the improved overview.
Reception, hotline, secretarial or sales teams need more than just a simple telephone. Easy Console is the perfect complement to telephony in Microsoft Teams when it comes to professional call control.
Call forwarding and availability
Easy Console shows who is available in the team. Calls can be forwarded specifically to where they can be handled. Thanks to favorites lists and grouping options for internal contacts, the responsible employees can be found quickly.
Perfect for internal communication
Quick actions for calls, chats and e-mails increase the efficiency of internal communication. Configurable e-mail templates standardize communication and facilitate exchanges within the team.
Tasks and assignments are never forgotten
Thanks to Easy Console, tasks are no longer forgotten. You can enter a Planner task or an Outlook task during an ongoing phone call. Information from the call is transferred directly to the task. You can also save a caller as a contact. With one click (Create Contact), the dialog opens with the number filled in and you immediately create an Outlook contact.
With Easy Lookup, you can see who is calling you in Microsoft Teams for external calls. The add-on works on your smartphone (or other mobile devices), in the browser or in the Teams app. This also applies to calls via the call queue. Easy Lookup is the modern version of CTI (Computer Telephony Integration) for Teams from the cloud! Note: Caller ID only works with TwinCap First as telephony provider.
The Easy Call Report enables a comprehensive call history for missed calls in call queues. The add-on shows at a glance whether the person has already called and with whom the call took place. You can also enter notes about the call so that all employees are always fully informed.
Easy Mobile Connect is an extension of your existing Microsoft Teams phone number. The add-on allows you to make calls directly from your mobile device. This means you can make all your calls (including internal Teams calls) on your mobile phone. You don’t even have to use the Teams app for calls. And best of all: you keep your Teams phone number. Note: Easy Mobile Connect only works if TwinCap First is your telephony provider.
Microsoft Teams is a powerful platform. However, when it comes to telephony in a corporate environment, it quickly becomes clear that the standard functions are not enough. If you want to make professional calls, you need more: more overview, more contacts, more control.
The Easy Platform products from TwinCap First turn Microsoft Teams into a fully-fledged business telephony solution – flexible, intuitive and efficient. If you want to future-proof your communication, these extensions are a must.
Improve Teams telephony in your company. Contact us for questions!
Subscribe to our blog and never miss a post again. We will not spam you, but only inform you about new posts.
Companies use various platforms and tools to stay in contact with customers, partners and colleagues. Microsoft Teams has established itself as a central solution ...
Microsoft Teams has established itself as a versatile platform for corporate communications in recent years. For companies that rely on a modern telephony solution, ...
Employees need to be able to get in touch with the right colleagues, partners and customers quickly and easily. Although Microsoft Teams is an ...
Fast communication is crucial when dealing with customers these days. When a customer calls your company and asks to be called back, the employee ...
Book a Microsoft Teams meeting appointment with Christoph Schoch. After booking, you will receive an appointment invitation. There you will find a link for the Teams meeting. Of course you can also send us an e-mail or call us directly.
If you have any questions, please use our Help Centre and/or open a ticket for your request.
Schweiz