The Compact Contact Center – Native in Microsoft Teams

Easy Calling displays important information about incoming calls directly to employees in Microsoft Teams. This includes, among other things, the caller’s name and phone number, the company, the relevant call queue, and the call history to date.

In addition, employees can see how long the caller has been waiting and can directly access existing information from integrated directories or CRM systems. This allows calls to be handled more quickly, in a more structured manner, and with a more personalized approach.

Yes. Easy Calling displays incoming, missed, and answered calls, as well as voicemails, in real time in Microsoft Teams. The live dashboard allows employees to keep track of their current call status and pending callbacks at all times.

Yes, CRM integration is possible in Easy Calling. On the one hand, callers are identified using data from the CRM (Customer Relationship Management); on the other hand, data from the call history can be saved in the CRM.

Yes. Employees can choose to make outbound calls either using their personal phone number or directly using the number of the respective call queue.This allows teams to flexibly decide whether calls should be made personally or on behalf of a central hotline, a support team, or a department.

Easy Calling extends Microsoft Teams with advanced features for on-call and standby duty. Calls can be forwarded simultaneously to Microsoft Teams users and to multiple external phone numbers (PSTN). This ensures that employees remain reachable even outside of Teams.In addition, Easy Calling supports answer confirmation. The call is connected only after the recipient has actively confirmed acceptance. If no confirmation is received, the call is automatically forwarded to defined fallbacks, other employees, or a voicemail escalation.

Calls made during on-call shifts are also specially marked in the call history so they can be quickly identified and tracked in day-to-day operations.

Yes. With VIP routing, certain phone numbers can be given priority and forwarded specifically to designated employees.

For VIP contacts, you can store individual descriptions and preferred agents. If the designated person is unavailable, the call is automatically forwarded to the normal call queue or to other prioritized queues.

Up to 50 VIP contacts can be stored per call queue.

Yes, you can answer and handle calls from the queue just as you normally would using the Microsoft Teams mobile app (iOS and Android). This way, you can stay reachable at all times, even when you’re on the go.

Please note, however, a current limitation on Microsoft’s part: Transferring calls from advanced telephony solutions (those that use background bots) is not yet supported on Microsoft mobile devices. If you need to transfer a call to a colleague or another department, please use the Microsoft Teams app on your PC, Mac, or in a web browser.

Easy Calling can be flexibly expanded with additional features and extensions. These include, for example, the escalation feature and on-call functions.

Additional solutions are also available, such as Easy Console for in-call management, Easy Directory as a central phone book, and Contact Sync for synchronizing contacts within Microsoft 365.

This allows Teams telephony to be expanded as needed and tailored to the company’s processes.

The purely technical setup of Easy Calling typically takes only about 30 minutes. Since the solution integrates directly into Microsoft Teams, no complex infrastructure or additional telephony platform is required.

To ensure a smooth launch, we actively support you with the technical setup and configuration. You can also find all the important details and step-by-step instructions in our comprehensive user manual (documentation) at any time. There, we’ve also compiled valuable best practices and practical tips for everyday work so your team can get the most out of the solution from day one.

How quickly Easy Calling is ready for use in your day-to-day work depends primarily on the internal rollout and how well your team adapts to it. Depending on the size of your company and existing processes, this can take varying amounts of time – but experience shows that employees immediately find their way around the familiar Microsoft Teams environment intuitively.

No. Easy Calling is integrated directly into Microsoft Teams and requires no additional hardware or separate telephony infrastructure.

An existing Microsoft Teams telephony environment is required. Employees continue to work in the familiar Microsoft Teams environment – on their desktop, in a browser, or on mobile devices via the Microsoft Teams app.

Yes, Easy Calling is fully functional in virtual environments (e.g., Citrix, AVD, thin clients). Since the app relies on real-time signaling for call control, we recommend running it on local devices (fat clients) to ensure lag-free operation. When using the app in virtual environments, you must ensure that your IT department allocates sufficient resources to the platform to avoid latency.

No. Easy Calling uses its own call queues within the solution so that advanced features such as real-time overviews, VIP routing, shared call histories, reporting, and queue-specific controls can be fully supported.However, existing Microsoft Teams queues can easily be replicated in Easy Calling.

Yes, Easy Calling offers comprehensive caller ID. To ensure your employees know immediately who’s on the other end of the line with every call, you can flexibly configure caller ID in various ways: Thanks to these intelligent links, the caller’s name, phone number, and company are displayed directly on the call card in Microsoft Teams – even before the call is answered.

• Contact Sync by TwinCap First: If you don’t want to set up or program your own CRM interface, our Contact Sync product (Link) offers the perfect, turnkey solution. It synchronizes your existing contacts easily and without any development effort.
• Direct CRM Interfaces: Alternatively, Easy Calling can also be connected directly to your existing CRM systems or custom databases to retrieve names and company information in real time.
• Integration with external sources: In addition to internal address books (such as Microsoft Entra ID), the solution also supports the seamless integration of external phone directory services (e.g., Search.ch in Switzerland).

Thanks to these smart integrations, the caller’s name, phone number, and company are displayed directly on the call card in Microsoft Teams – even before the call is answered.

Easy Calling runs primarily in Microsoft data centers in Switzerland. In addition, there is a backup site in a Microsoft Azure data center in Western Europe, which automatically takes over in the event of an outage.

Easy Calling was developed to ensure stable and reliable operation. The solution runs primarily in Microsoft Azure data centers in Switzerland and also has an automatic backup site in Western Europe.

In the event of an outage at the primary location, the backup environment automatically takes over. This minimizes downtime and ensures high availability of the solution.

Support for Easy Calling is available via the support hotline and by email at support@twincapfirst.ch.

Technical support is included in the one-time fee and assists companies with questions regarding day-to-day operations as well as with the setup and configuration of the solution.

Yes. Easy Calling Call Queues requires a minimum contract term of one year. Additional add-ons (Escalation and On-Call) can be canceled on a monthly basis.

The Easy Calling trial version is available to businesses free of charge for 30 days and can be canceled at any time.

The first 30 days of Easy Calling automatically count as a free trial period. During this time, you can fully test the solution and cancel at any time at no cost. Billing does not begin until after the 30 days have expired.

After purchase, you’ll receive an email with installation instructions. Your Microsoft Teams tenant will be activated immediately. You can set up Easy Calling on your own in just a few steps. However, a Global Admin for the Microsoft 365 tenant is required for installation.

Easy Calling can be purchased directly through this website, through Microsoft AppSource, or through a distributor or partner.

After purchase, the Microsoft Teams tenant will be activated, and the installation instructions will be provided.