# Easy Call Report

Working with call queues in Microsoft Teams has never been easier than with Easy Call Report. Let's introduce features like push notifications of missed calls, call history and collaboration.

{% hint style="info" %}
**Tip:** Easy Call Report now supports the tracking of answered calls as well. See all your calls in a dedicated call history of your call queue! So you will never lose a missed call again!
{% endhint %}

## Overview

With Easy Call Report, we offer a simple solution to post all your missed calls in call queues directly to a Teams channel.

You can monitor any number of call queues and post the messages either all in the same channel or in different channels. In this way, you can upgrade a long-awaited feature for an affordable price and increase your efficiency at the same time.

The "Quick Action" buttons offer you a quick and easy way to carry out an action. For example, you can make a callback with just one click. If you prefer to write an e-mail, view the caller's website first or transfer the caller data to your CRM, you have the option of storing customized card layouts.

In Version 2.0, you also have the option of displaying an Easy Call Report tab in your channel. This gives you the option of displaying the call history of your Call Queue at a glance.

{% embed url="<https://www.youtube.com/watch?v=RSejhkYoCpA>" %}

<div><figure><img src="/files/asv2u4G2FluarCwAko7k" alt=""><figcaption></figcaption></figure> <figure><img src="/files/EM9t9lPrihnZkz5GsIq6" alt=""><figcaption></figcaption></figure> <figure><img src="/files/6oevDF9ovmCJ8P7jkjBY" alt=""><figcaption></figcaption></figure></div>

### Features

Easy Call Report 2.0 was developed from scratch. The time until calls are displayed as call cards has been significantly improved. The set-up process has also been considerably simplified. Installation and setup is now carried out via the dedicated Easy Platform configuration portal. For example, individual features can be switched on and off there. You can also assign call queues/auto attendants to Teams channels yourself via a convenient interface.

* Faster call transfer (on average 15 minutes depending on Microsoft)&#x20;
* Monitoring of all calls possible, including calling plans, direct routing, Operator Connect and Teams calls
* Easy Platform configuration portal for simple setup
* Call cards having more information in a missed call&#x20;
* Call history of answered and missed calls in Teams tabs
* Integration of Entra ID, Search.ch and Easy Lookup for caller identification&#x20;
* Display of people who have answered or answered the call


# What's New

Easy Call Report changelog

<details>

<summary>v3.1.3 – v3.1.4 (Release Date: 02/07/2026)</summary>

**Bug Fixes & Improvements**

* **Chat Permission Fix:** Fixed an issue where the Teams chat feature could show up even when it hadn't been explicitly enabled for a voice app.

</details>

<details>

<summary>v3.1.2 (Release Date: 02/07/2026)</summary>

**New Features**

* **Send Teams Chat Messages:** You can now send a Teams chat message directly from a call, right within Easy Call Report.

**Bug Fixes & Improvements**

* **Correct Version Display:** Fixed an issue where the app could show an incorrect version number.
* **Improved Data Reliability:** Enhanced how call and voice app information is retrieved and kept in sync, improving overall reliability.

</details>

<details>

<summary>v3.1.1 (Release Date: 09/03/2026)</summary>

Internal infrastructure improvements with no visible changes for end users.

</details>

<details>

<summary>v3.1.0 (Release Date: 04/03/2026)</summary>

**New Features**

* **"Topic" Instead of "Tag":** Renamed "Tag" to "Topic" throughout the app (German, English, Spanish, French and Italian) for clearer call categorization.

**Bug Fixes & Improvements**

* **Improved Sign-In:** Refactored authentication for a more reliable and consistent sign-in experience.
* **Better Forwarding Detection:** Improved detection of forwarding targets for call queues and auto attendants, so forwarded calls are represented more accurately.
* **Mac Dropdown Fix:** Fixed a dropdown menu that didn't work correctly in Microsoft Teams on Mac.

</details>

<details>

<summary>v3.0.3 (Release Date: 11/12/2025)</summary>

**New Features**

* **Task Due Dates & Assignment:** When creating a Microsoft Planner task from a call, you can now set a due date and assign it to a specific agent.
* **Call Notes in Emails:** Call notes are now automatically included when sending an email from a call.

**Bug Fixes & Improvements**

* **Consistent Date Filtering:** Fixed an issue where the call list showed different results depending on whether you used the standalone app or a Teams channel, caused by inconsistent date filtering.
* **Improved Agent Selection:** Enhanced the logic for selecting agents/users when assigning calls or tasks.

</details>

<details>

<summary>v3.0.2 (Release Date: 25/09/2025)</summary>

**Bug Fixes & Improvements**

* **More Accurate Manually Answered Calls:** Improved detection and logging of calls that were answered manually, leading to more accurate call statistics.
* **Better Participant Detection:** Improved recognition of callers and agents during calls, reducing misclassification.

</details>

<details>

<summary>v3.0.1 (Release Date: 17/09/2025)</summary>

**New Features**

* **Auto-Refresh Call History:** The call history list can now automatically refresh, with manual refresh controls also available.

**Bug Fixes & Improvements**

* **Notification Settings Fix:** Fixed an issue with notification configuration checks for individual voice apps.

</details>

<details>

<summary>v3.0 (Release Date: 28/08/2025)</summary>

**Bug Fixes & Improvements**

* **Call Type Color Fix:** Fixed incorrect background color styling for certain call types in the call table.

</details>


# Permissions

On the following page you see an overview of the required permissions.

Easy Call Report requires two separate app registrations within your tenant to ensure functionality and security:

1. **Easy Call Report**: This primary app handles the core functionalities, enabling the display of your contacts directly within Microsoft Teams.
2. **Easy Call Report Configuration**: To enhance security, a second app registration with elevated permissions is used to change the users configuration
3. **Easy Platform Configuration Center**: To enhance security, a third app registration with elevated permissions is used for configuration tasks. This app allows:
   * Access to auto attandants and call queues
   * The provision of a dedicated portal for managing auto attandants and call queues.

Access to the **Easy Platform Configuration Portal** is restricted to users assigned the **Teams Administrator** role, ensuring that only authorized personnel can manage the platform’s configuration and permissions.

This two-app approach guarantees both robust functionality and a secure management environment for Easy Directory.

### Easy Call Report App

<table><thead><tr><th width="206">Permission</th><th width="399.6666259765625">Description</th><th width="140.33349609375">Type<select><option value="kPvGpDYjuxPJ" label="Application" color="blue"></option><option value="2ps1lminZQoh" label="Delegated" color="blue"></option></select></th></tr></thead><tbody><tr><td>People.Read</td><td>Read the signed-in user's relevant people list (ranked contacts from multiple sources).</td><td><span data-option="2ps1lminZQoh">Delegated</span></td></tr><tr><td>Presence.Read.All</td><td>Read presence info for all users on behalf of signed-in user (activity, availability, status note, OOF, timezone, location).</td><td><span data-option="2ps1lminZQoh">Delegated</span></td></tr><tr><td>User.Read</td><td>Basic signed-in user profile.</td><td><span data-option="2ps1lminZQoh">Delegated</span></td></tr><tr><td>User.Read.All</td><td>Read full profiles of all users.</td><td><span data-option="2ps1lminZQoh">Delegated</span></td></tr><tr><td>User.ReadBasic.All</td><td>Read basic profiles (name, email, photo, etc.) of all users.</td><td><span data-option="2ps1lminZQoh">Delegated</span></td></tr><tr><td>CallRecord-PstnCalls.Read.All</td><td>Read all PSTN and Direct Routing call log data.</td><td><span data-option="kPvGpDYjuxPJ">Application</span></td></tr><tr><td>CallRecords.Read.All</td><td>Read call records for all calls and online meetings.</td><td><span data-option="kPvGpDYjuxPJ">Application</span></td></tr><tr><td>TeamworkActivity.Send</td><td>Send a teamwork activity (notification) to any user.</td><td><span data-option="kPvGpDYjuxPJ">Application</span></td></tr><tr><td>User.Read.All</td><td>Read profiles of all users without a signed-in user.</td><td><span data-option="kPvGpDYjuxPJ">Application</span></td></tr><tr><td>User.ReadBasic.All</td><td>Read basic profiles of all users without a signed-in user.</td><td><span data-option="kPvGpDYjuxPJ">Application</span></td></tr><tr><td></td><td></td><td></td></tr></tbody></table>

**Optional features**

<table><thead><tr><th width="206">Permission</th><th width="399.6666259765625">Description</th><th width="140.333251953125">Type<select><option value="kPvGpDYjuxPJ" label="Application" color="blue"></option><option value="2ps1lminZQoh" label="Delegated" color="blue"></option></select></th></tr></thead><tbody><tr><td>Tasks.ReadWrite</td><td><p><strong>Planner integration</strong></p><p>Sync Easy Call Report activities with Microsoft Planner when enabled.</p></td><td><span data-option="2ps1lminZQoh">Delegated</span></td></tr><tr><td>Tasks.ReadWrite</td><td><p><strong>Personal tasks</strong></p><p>Allow supervisors to manage personal tasks from Easy Call Report.</p></td><td><span data-option="2ps1lminZQoh">Delegated</span></td></tr><tr><td>Contacts.ReadWrite</td><td><p><strong>Personal contacts</strong></p><p>Allow supervisors to access and update personal contacts.</p></td><td><span data-option="2ps1lminZQoh">Delegated</span></td></tr><tr><td>Mail.Send</td><td><p><strong>Send mail from Easy Call Report</strong></p><p>Send emails directly from Easy Call Report analytics.</p></td><td><span data-option="2ps1lminZQoh">Delegated</span></td></tr><tr><td>Chat.Create, ChatMessage.Send</td><td><p><strong>Send chat from Easy Call Report</strong></p><p>Send Teams chat messages directly from Easy Call Report analytics.</p></td><td><span data-option="2ps1lminZQoh">Delegated</span></td></tr><tr><td><strong>Contacts.Read</strong> (Application) — on Easy Contact Sync</td><td><p><strong>Shared mailbox search</strong></p><p>Search and display contacts from a shared mailbox.</p></td><td><span data-option="kPvGpDYjuxPJ">Application</span></td></tr></tbody></table>

### Easy Call Report Admin (Configuration)

<table><thead><tr><th width="206.33331298828125">Permission</th><th width="400.3333740234375">Description</th><th width="141.33331298828125">Type<select><option value="TspUrft7xGYk" label="Application" color="blue"></option><option value="2dDZmLz2U7Tb" label="Delegated" color="blue"></option></select></th></tr></thead><tbody><tr><td>Group.Read.All</td><td>Read all groups.</td><td><span data-option="2dDZmLz2U7Tb">Delegated</span></td></tr><tr><td>offline_access</td><td>Allows issuing refresh tokens.</td><td><span data-option="2dDZmLz2U7Tb">Delegated</span></td></tr><tr><td>openid</td><td>OIDC scope for ID token.</td><td><span data-option="2dDZmLz2U7Tb">Delegated</span></td></tr><tr><td>profile</td><td>Standard profile claims (name, email, etc.).</td><td><span data-option="2dDZmLz2U7Tb">Delegated</span></td></tr><tr><td>Presence.Read.All</td><td>Read presence information of all users in your organization.</td><td><span data-option="2dDZmLz2U7Tb">Delegated</span></td></tr><tr><td>Team.ReadBasic.All</td><td>Read team names &#x26; descriptions.</td><td><span data-option="2dDZmLz2U7Tb">Delegated</span></td></tr><tr><td>User.Read</td><td>Basic signed-in user profile.</td><td><span data-option="2dDZmLz2U7Tb">Delegated</span></td></tr><tr><td>User.Read.All</td><td>Read all users' full profiles.</td><td><span data-option="2dDZmLz2U7Tb">Delegated</span></td></tr><tr><td>Channel.ReadBasic.All</td><td>Read channel names &#x26; descriptions.</td><td><span data-option="2dDZmLz2U7Tb">Delegated</span></td></tr><tr><td>Channel.ReadBasic.All</td><td>Read the names and descriptions of teams, on behalf of the signed-in user.</td><td><span data-option="TspUrft7xGYk">Application</span></td></tr><tr><td>Team.ReadBasic.All</td><td>List all teams.</td><td><span data-option="TspUrft7xGYk">Application</span></td></tr><tr><td>TeamsAppInstallation.ReadForTeam.All</td><td>Read installed Teams apps for all teams.</td><td><span data-option="TspUrft7xGYk">Application</span></td></tr><tr><td><strong>TeamsAppInstallation.ReadWriteAndConsentForTeam.All</strong></td><td>Manage install &#x26; permission grants for Teams apps for all teams.</td><td><span data-option="TspUrft7xGYk">Application</span></td></tr><tr><td><strong>TeamSettings.ReadWrite.All</strong></td><td>Read and change all teams' settings.</td><td><span data-option="TspUrft7xGYk">Application</span></td></tr><tr><td>user_impersonation</td><td>Access Microsoft Teams and Skype for Business data as the signed in user.</td><td><span data-option="2dDZmLz2U7Tb">Delegated</span></td></tr></tbody></table>

**Optional features**

<table><thead><tr><th width="205.66656494140625">Permission</th><th width="400.3333740234375">Description</th><th>Type<select><option value="SCahpwXbhYhz" label="Delegated" color="blue"></option></select></th></tr></thead><tbody><tr><td>Tasks.ReadWrite</td><td><p><strong>Planner integration configuration</strong></p><p>Allow administrators to configure Planner-based workflows for Easy Call Report.</p></td><td><span data-option="SCahpwXbhYhz">Delegated</span></td></tr></tbody></table>

### Easy Platform Configuration Center Admin

<table><thead><tr><th width="180">Permission</th><th width="402">Description</th><th>Type<select><option value="I3fXQlMw2hBp" label="Delegated" color="blue"></option></select></th></tr></thead><tbody><tr><td>Application.Read.All</td><td>Read applications and service principals on behalf of the signed-in user.</td><td><span data-option="I3fXQlMw2hBp">Delegated</span></td></tr><tr><td>Presence.Read.All</td><td>Read presence information of all users in your organization.</td><td><span data-option="I3fXQlMw2hBp">Delegated</span></td></tr><tr><td>email</td><td>View users' email address (OIDC email claim).</td><td><span data-option="I3fXQlMw2hBp">Delegated</span></td></tr><tr><td>offline_access</td><td>Maintain access to data you have given it access to (issue refresh tokens).</td><td><span data-option="I3fXQlMw2hBp">Delegated</span></td></tr><tr><td>openid</td><td>Sign users in (request ID token via OpenID Connect).</td><td><span data-option="I3fXQlMw2hBp">Delegated</span></td></tr><tr><td>profile</td><td>View basic profile information.</td><td><span data-option="I3fXQlMw2hBp">Delegated</span></td></tr><tr><td>User.Read</td><td>Sign in and read the signed-in user's profile.</td><td><span data-option="I3fXQlMw2hBp">Delegated</span></td></tr><tr><td>User.Read.All</td><td>Read full profiles of all users in the organization.</td><td><span data-option="I3fXQlMw2hBp">Delegated</span></td></tr></tbody></table>

**Optional features**

<table><thead><tr><th width="180.333251953125">Permission</th><th width="402.3333740234375">Description</th><th>Type<select><option value="SCahpwXbhYhz" label="Delegated" color="blue"></option></select></th></tr></thead><tbody><tr><td>CrossTenantInformation.ReadBasic.All</td><td><p><strong>Reseller tenant name resolution</strong></p><p>Show customer tenant display names (instead of only tenant IDs) in reseller subscriptions.</p></td><td><span data-option="SCahpwXbhYhz">Delegated</span></td></tr></tbody></table>


# Installation Guide

Follow the steps below to successfully install Easy Call Report in your tenant

Please follow the installation guidelines to enable *Easy Call Report* in your organization. *Easy Call Report* can be installed individually per App Package or distributed through the Teams Admin Center (recommend).

{% hint style="info" %}
Please note that you need an administrator providing consent for Easy Call Report and Easy Platform Configuration Center to be installed successfully.&#x20;
{% endhint %}

### Step-by-Step Installation Guide

{% hint style="warning" %}
**The installation is only possible if you have the authorization of a Global Administrator. The rights of a Teams administrator are required to open the configuration portal**

Please note the following [known issue](/troubleshooting/known-issues#missing-identity-for-voice-applications-without-a-resource-account) when setting up Easy Call Report
{% endhint %}

1. After purchasing the license you will receive the invoice and installation instruction by email. There you have one link, which will start the installation wizard
2. As soon as the wizard starts you will see the following prompt. Here you have to sign in with your **Global Administrator account**.
3. After signing in you can press **Get Started**

<figure><img src="/files/zzVNFGoac0uQgSz9HqKx" alt=""><figcaption></figcaption></figure>

4. Next you need to give My Easy Platform the permission to your Tenant. Therefor you need to press the button "Grant Consent" (User Settings)

<figure><img src="/files/BKV4DF4O8rvqGnsxH8pv" alt=""><figcaption></figcaption></figure>

5. After pressing the "Grant Consent" button a pop up will appear. There you have to sign in with your admin account. As soon as you finished you can press "Accept"

<figure><img src="/files/Qq6rG2erPiEB7btAb2ip" alt=""><figcaption></figcaption></figure>

6. After you have given the authorizations, you must press "Validate Consent" to check whether the authorizations have been given correctly. Once they have been entered correctly you can press "Next"

<figure><img src="/files/vNgYoHN1I2ssuThfprnA" alt=""><figcaption></figcaption></figure>

7. Next you need to give Easy Platform the permission to your Tenant. Therefor you need to press the button "Grant Consent"

<figure><img src="/files/vtbEiwMgw83DpFP5pd3J" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/KjEPY2o6H7YpSkhpHLr1" alt=""><figcaption></figcaption></figure>

8. In the next step you have to give Easy Call Report Configuration Center the permission to use and send call information to your call queues. Therefor press the button "Grant Consent"

<figure><img src="/files/vB32d77cKYEyOXiNyiyR" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/T6czJxkFVMJT24QvboKi" alt=""><figcaption></figcaption></figure>

9. After you have given the authorizations, you must press "Validate Consent" to check whether the authorizations have been given correctly. Once they have been entered correctly you can press "Next"

<figure><img src="/files/OnntFq4Xe8QU4TTSYoMT" alt=""><figcaption></figcaption></figure>

10. In this step, Easy Call Report can be initially configured by activating certain global functions. (These settings can be changed later.)

<figure><img src="/files/vqVPHxwnGFJLMAloeStO" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/7QPD3XWUBz9yFu5MH2Td" alt=""><figcaption></figcaption></figure>

11. In the next step, you will see how you can restrict access to the Easy Platform (configuration interface). **By default, every user has access to the Easy Platform with their Microsoft login**

<figure><img src="/files/TALF3wJUPLJhodaI8esO" alt=""><figcaption></figcaption></figure>

12. In the last step you have all relevant links and information for configuring Easy Call Report

<figure><img src="/files/93vij9z0FbtwuCDXi0yH" alt=""><figcaption></figcaption></figure>

{% hint style="success" %}
You have now successfully completed the Easy Call Report installation wizard.

[Take a look at how you can configure Easy Call Report](/getting-started/easy-call-report-configuration)
{% endhint %}


# Easy Call Report Configuration

Follow these steps to configure and enable Easy Call Report in your tenant

In the Easy Platform Configuration Portal you are able to manage and configure Easy Call Report for your tenant.

{% hint style="info" %}
Easy Platform Configuration Portal URL: <https://admin.easyplatform.app/>
{% endhint %}

### General Settings

In the "General" area, you can activate or deactivate basic functions and extensions in Easy Call Report. Here you will find a brief description of each extension so that you can get an overview

<figure><img src="/files/n87MxCjfMa01AEFg6z3i" alt=""><figcaption></figcaption></figure>

#### Enable Telemetry

The telemetry feature allows us to collect call record data to display the Easy Call Report Call History. Without this feature it's not possible to provide Call History and callrecord updates. This data is not shared with third parties and deleted after 6 months.

{% hint style="danger" %}
This feature must be activated if you have the Professional version in use.&#x20;

**Otherwise the call history will not work!**
{% endhint %}

#### Enable Microsoft Planner

With Microsoft Planner Integration, you can create tasks in Microsoft Planner directly from Easy Call Report. This feature is only available with a Professional license or higher.

{% hint style="danger" %}
This feature is only available in the Professional version
{% endhint %}

#### Enable Personal Tasks

With Personal Tasks, users can create tasks in their personal task list (Microsoft Todo) directly from Easy Call Report.

#### Enable Personal Contact Creation

With Personal Contact Creation, users can create contacts in their personal address book directly from Easy Call Report.

#### Enable Send Mail

With Send Mail, users can send emails directly from Easy Call Report.

#### Enable Entra ID Lookup (Name resolution)

With Entra ID Lookup, you can search for contacts in your organization's Entra ID. The phone numbers must be stored in E164 format (e.g. +41791234567).

{% hint style="danger" %}
The phone number must be stored in Entra ID in the following format E164 so that this integration works properly: +41XXXXXXXXX | +49XXXXXXXXXXX | etc.
{% endhint %}

#### Enable Shared Mailbox Search (Name resolution)

With Shared Mailbox Search, you can search for contacts in shared mailboxes. This feature requires a Shared Mailbox provided by Easy Contact Sync.

{% hint style="danger" %}
The "Easy Contact Sync" product is required for this feature
{% endhint %}

#### Enable Easy Lookup (Name resolution)

With Easy Lookup, you can search for contacts directly in your third party backends, without synchronising contacts to a Shared Mailbox.

{% hint style="danger" %}
&#x20;This feature must be set up together with TwinCap First. Additional costs will apply.
{% endhint %}

#### Enable Search.ch Integration (Name resolution)

Enabling the Search.ch Integration enables us to search for telephone numbers of incoming calls in Search.ch. If there is an existing contact in your tenant with a matching telephone number, the bot will display the contact information in the call card.&#x20;

{% hint style="warning" %}
Please note, that you need your own API Key, to search against Search.ch. You can get an API Key for free directly from Search.ch
{% endhint %}

#### Enable Webhook Integration

With Webhook Integration, you can send call records to your own webhook.

### Voice App Configuration

The voice app configuration is the centerpiece of Easy Call Report. You are able to select existing Call Queues and Auto Attendants and configure them for Easy Call Report.

{% hint style="info" %}
Please note that just Call Queues and Auto Attendants configured in the Microsoft Teams Admin Center are supported.
{% endhint %}

You can set up a voice app in two different ways. Namely for the first time with a guided wizard and for the more experienced the voice app can be created directly

{% tabs %}
{% tab title="Create voice app via wizard" %}

1. Click "Add Voice App"

<figure><img src="/files/PjK5py7ao2GABOHpR1cA" alt=""><figcaption></figcaption></figure>

2. Now the setup wizard will start and you can click on "Get Started"

<figure><img src="/files/Wl3hQ5gTIERwEvbmfeUO" alt=""><figcaption></figcaption></figure>

3. Select your voice app

<figure><img src="/files/LuMeZq1lWnKj9TtjGDG0" alt=""><figcaption></figcaption></figure>

4. Assign your team, where the notifications should be send

<figure><img src="/files/lBvMs0sznrMbFeHJd93t" alt=""><figcaption></figcaption></figure>

5. Configure what kind of notification you want to receive and press "Next"

<figure><img src="/files/MoWspTWgLcIpgzlbcRIj" alt=""><figcaption></figcaption></figure>

6. Select your language and time zone and click on "Finish"

<figure><img src="/files/PWIrwmr1XkBvbU8Q74qC" alt=""><figcaption></figcaption></figure>

{% hint style="success" %}
You have successfully created a new voice app
{% endhint %}
{% endtab %}

{% tab title="Create voice app directly" %}

1. Click "Add Voice App (Classic)"

<figure><img src="/files/WmIvvlCZHlJtkyAE7cFq" alt=""><figcaption></figcaption></figure>

2. Select your voice app

<figure><img src="/files/6QWYvzT9OP1ZX9Ymp4vE" alt=""><figcaption></figcaption></figure>

3. Assign your team, where the notifications should be send

<figure><img src="/files/rXQwhgjbTOxaaisZdZME" alt=""><figcaption></figcaption></figure>

4. Configure what kind of notification you want to receive

<figure><img src="/files/YN0i79VUYkROqLzuqjNL" alt=""><figcaption></figcaption></figure>

5. Optional: Select your Microsoft Planer Bucket

<figure><img src="/files/5e9cbsoBdKyeQGZn97JY" alt=""><figcaption></figcaption></figure>

6. Create a tag for the topic of the conversation

<figure><img src="/files/FmWz2jwTPDou3oHhk6eo" alt=""><figcaption></figcaption></figure>

7. Select your language and time zone

<figure><img src="/files/230quho4O87RgJOc7eZk" alt=""><figcaption></figcaption></figure>

8. Check your configuration and press "Create"

<figure><img src="/files/uC1OeJVmEyRDxpnI0yeE" alt=""><figcaption></figcaption></figure>

{% hint style="success" %}
You have successfully created a new voice app
{% endhint %}
{% endtab %}
{% endtabs %}

{% hint style="danger" %}
[Click here for the next steps in Microsoft Teams](/getting-started/teams-channel-configuration)
{% endhint %}


# Teams Channel Configuration

Follow these steps to enable Easy Call Report in your Microsoft Teams Channel

The last step to start with Easy Call Report is to install the bot in the [previously defined channel](/getting-started/easy-call-report-configuration#call-queue-and-auto-attendant-configuration)

{% hint style="danger" %}
Before you install the bot, make sure that this bot has been shared with everyone in the Teams Admin Center and the admin consent was granted. Please check these settings, because a subsequent change can take up to 72 hours until the changes are active
{% endhint %}

<figure><img src="/files/L5rdmZbXmEGyOqWJWZAh" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/60gmYamVR3zPSDIlJs6w" alt=""><figcaption></figcaption></figure>

Once these settings have been checked, the bot can now be installed

### Step-by-Step Installation Guide

1. First navigate to the apps in Microsoft Teams

<figure><img src="/files/HTIkOAodh2bnxZWe4t8x" alt=""><figcaption></figcaption></figure>

2. Now search for "Easy Call Report"

<figure><img src="/files/xZtQzeWrFATk0BAYcgOg" alt=""><figcaption></figcaption></figure>

3. Now add "Easy Call Report" to a team

<figure><img src="/files/SkgXILGYsuG8zUOt59Xn" alt=""><figcaption></figcaption></figure>

4. [Select the channel where Easy Call Report is to be installed](/getting-started/easy-call-report-configuration#call-queue-and-auto-attendant-configuration)

<figure><img src="/files/mhRbpmrrVcjkUNdx82WF" alt=""><figcaption></figcaption></figure>

5. After the bot has been installed, you will receive the following notification

<figure><img src="/files/b4sdP2zzTJ2vAIQIkgCi" alt=""><figcaption></figcaption></figure>

{% hint style="success" %}
**Congratulations**

You are ready to receive calls in your Microsoft Teams channel now!
{% endhint %}

{% hint style="info" %}
Also see: [Easy Call Report in Microsoft Teams](/app-tour/easy-call-report-in-microsoft-teams) for examples
{% endhint %}


# Progressive Web Application

Please follow the installation guidelines to use Easy Call Report in your organization as a progressive web application outside of Microsoft Teams

{% hint style="danger" %}
The Progressive Web Application of Easy Call Report can only be used with the **Professional Version** of Easy Call Report
{% endhint %}

### Step-by-Step Installation Guide

1. Open the web version of Easy Call Report: <https://easycallreport.easyplatform.app>
2. Log in with your user
3. Click on the following icon to install the Progressive Web Application

<figure><img src="/files/u8iWJH8KfXTjvC0iIvmF" alt=""><figcaption></figcaption></figure>

4. Once the Progressive Web Application has been installed, you can now store the icon in the various locations

<figure><img src="/files/E6kSVnWZUO3dZvArVDsN" alt=""><figcaption></figcaption></figure>

{% hint style="success" %}
You have now successfully installed the Porgessive Web Application
{% endhint %}


# Easy Call Report in Microsoft Teams

Here you can see how the register card and the call history in Microsoft Teams effectively look and work

## Register Card

Here we have an example of a missed call.

<figure><img src="/files/kG6hiTC5HZDbbpeqMnFr" alt=""><figcaption></figcaption></figure>

I can see from the caller which number or person has called. I can call this person back with the blue button "Call Peter Parker"

In the call queue I can see where the Call came in first. This gives me an overview of where the call came from if several register cards from different call queues are sent to the same channel

I can also see when this person has tried to reach me by phone. In this example, it was on 2.4.2024 at 23:00

After I have called this person back, I can click on the "Task done" button and change the missed call to an answered call

## Call History

The call history is a tabular view of all calls, which can be customized using various filters. It is possible to combine all these filters with each other. At the same time, the caller's details can be displayed and the call can subsequently be marked as answered in the same way as in the register card

<figure><img src="/files/f7sPeSMuWwWSRe331fyw" alt=""><figcaption></figcaption></figure>

### Filters

#### Just show missed calls

If this filter is active, only missed calls are displayed

#### Group by Caller

If this filter is active, then calls from the same number are grouped together and displayed as a single call, which you can expand to see the remaining calls from this number

#### Call Date

If this filter is active, all calls on a particular day or at a particular time are displayed

#### Filter by members

If this filter is active, all calls received by a specific person are displayed

### Tags

You can now use the tags to assign a call topic to a specific call. This allows you to make it clear to everyone which category this call belongs to. Be it an invoice request or an appointment request

<figure><img src="/files/4XDAcssJnZSolEMNOtVv" alt=""><figcaption></figcaption></figure>

## Call statistics

<figure><img src="/files/qpp32LjdKjlnBgL79J6Y" alt=""><figcaption></figcaption></figure>

The call history can now be visualized, giving you an immediate overview of how many calls you received in a specific period and how many of them were answered. At the same time, you can see at what times call volume was highest. This display can be exported as a PDF or CSV file for processing in a third-party system.


# FAQs

Get answers to your frequently asked questions

<details>

<summary>Why does it sometimes take longer than 30 minutes until I receive a message?</summary>

Easy Call Report depends on how quickly Microsoft makes the call records available. Microsoft specifies an average time of 15-30 minutes. In rare cases, however, it can take up to 60+ minutes for a call record to be made available. Easy Call Report itself works without delay and delivers the message immediately afterwards.

</details>

<details>

<summary>Why are no Adaptive Cards from Easy Call Report being sent even though everything is configured and calls appear in the Teams PSTN logs?</summary>

If Easy Call Report is configured correctly but no Adaptive Cards are sent, the call flow configuration in the Microsoft Teams Admin Center must be checked.

Specifically, in the affected call flow, the **forwarding type to the next call queue must be set to “Resource Account” and not to “Voice App.”**

<figure><img src="/files/8cZc1lu1MMjleG6aotH0" alt=""><figcaption></figcaption></figure>

The reason for this behavior is that different forwarding types reference different IDs within the call records. Easy Call Report can only access and process call records that are associated with **Resource Accounts**. Call records that are linked to **Voice Apps** cannot be accessed or displayed by Easy Call Report.

As a result, even though calls are visible in the Teams PSTN logs, Adaptive Cards will not be generated unless the call flow is configured to forward via a Resource Account.

</details>

<details>

<summary>Does Easy Call Report recognize missed calls that are forwarded to an external number?</summary>

No, calls that are forwarded to external numbers are not reported. It is not possible to determine whether the call was answered by the external number.

</details>

<details>

<summary>Does Easy Call Report recognize missed calls that are forwarded to voicemail?</summary>

Yes, Easy Call Report also reports missed calls that are forwarded to voicemail.

</details>

<details>

<summary>Can I see which user has completed a card?</summary>

Yes, Easy Call Report saves the user and the time as soon as the card has been completed. For answered calls, all users who have taken part in the call are displayed.

</details>

<details>

<summary>Can I see if a number has tried to call me several times?</summary>

Yes, Easy Call Report sends a message for each missed call so that you can see whether there is a high degree of urgency because a customer has tried to reach you several times.

</details>

<details>

<summary>Are missed "internal" calls also evaluated and reported to the call queues via Teams?</summary>

Yes, the new version 2.0 of Easy Call Report can process all types of calls in Microsoft Teams.

</details>

<details>

<summary>Where is Teams Easy Call Report executed? What about data protection and compliance?</summary>

Our solution is operated 100% in Microsoft Azure. The installation is located exclusively in Microsoft's Swiss data centers (Switzerland North/West). Stored customer and telemetry data are stored in encrypted databases in Switzerland and are not directly accessible from the Internet. If you would like more information (AVV etc.), please do not hesitate to contact us.

</details>

<details>

<summary>Are there customization options for Easy Call Report?</summary>

Yes, Easy Call Report Enterprise offers a wide range of customization options. Customized maps or even a customized routing of calls can be provided. For example, the calls can be made available to your backend systems via webhook.

</details>

<details>

<summary>Does Easy Call Report also recognize missed calls outside opening hours and on public holidays?</summary>

Yes, Easy Call Report also reports missed calls that were made outside of an Auto Attendant's opening hours and on public holidays.

</details>

<details>

<summary>Does Easy Call Report also work with nested call queues?</summary>

Yes, Easy Call Report recognizes in which queue a call was picked up. If you have an escalation level and a call was only picked up in the overflow call queue, the call is not reported as missed.

</details>

<details>

<summary>Can I see on which call queue a call was missed?</summary>

Yes, the Adaptive Card shows which call queue the call was for. If your call queue is behind an auto attendant, the name of the auto attendant is displayed.

</details>

<details>

<summary>Can I see the time and date of missed calls?</summary>

Yes, the time and date are displayed on the Adaptive Card.

</details>

<details>

<summary>Can I also use Easy Call Report on my cell phone?</summary>

Yes, Easy Call Report also works on cell phones. The quick action buttons are programmed to call back directly via Teams and not via the mobile network.

</details>

<details>

<summary>What benefits do I get from Easy Call Report?</summary>

You can enjoy all the benefits of call queues without missing out on missed call notifications. Easy Call Report also simplifies the coordination of callbacks between employees. You also have a history of all accepted and missed calls for each call queue.

</details>

<details>

<summary>Is there a limit to how many call queues can be monitored?</summary>

No, you can monitor as many call queues as you like. Please note the conditions.

</details>

<details>

<summary>Can I display the name of the caller in the channel?</summary>

Yes, this is possible. Easy Call Report has various interfaces. For example, data from [Search.ch](http://search.ch/), [Telefonbuch.de](http://telefonbuch.de/), Entra ID and Easy Lookup (shared mailboxes) can be displayed as standard. In addition, Easy Call Report in the Enterprise version can also perform queries to almost any backend system (e.g. CRM/ERP systems) if they offer some form of interface.

</details>

<details>

<summary>How often do I receive missed call notifications in my Teams channel?</summary>

Easy Call Report sends messages as soon as Microsoft makes the call record available. We are not responsible for the data that is posted, but only present the data provided by Microsoft in the channel.

</details>

<details>

<summary>Does the monitoring of my call queues also work if they are behind an Auto Attendant?</summary>

Yes, for example, if you use opening hours and your call queue is nested behind an auto attendant, missed calls to the call queue are still recognized and reported.

</details>

<details>

<summary>Which devices is Teams Easy Call Report compatible with?</summary>

Easy Call Report is compatible with all Teams clients that support channel messages.

</details>

<details>

<summary>Do I need Easy Call Report software for Teams?</summary>

No. Easy Call Report is a cloud service and works completely without the installation of additional software. You do not need to install or configure anything on your client. (The only requirement is a Teams client and a Teams license)

</details>

<details>

<summary>What precautions do I need to take to use Easy Call Report?</summary>

You need to consider which call queue you want to monitor and to which channel the messages of each queue should go. You can either post all messages in the same channel, define a separate channel for each queue or post some queues in separate channels and others in the same channel.

</details>

<details>

<summary>Are there any other requirements?</summary>

A Teams administrator must activate our app registrations (Easy Platform Configuration Portal and Easy Call Report) and distribute our Teams app to the relevant employees who are to monitor the call queues. The administrator can make the assignments of Call Queue to Teams channel in the Configuration Portal himself. The Easy Call Report app still needs to be activated in the target team/channel.

Your call queues must also be configured in conference mode.

</details>

<details>

<summary>With which providers can I use Teams Easy Call Report?</summary>

You can choose any provider/provider. Teams Direct Routing, Operator Connect and Calling Plans from Microsoft are now supported. Internal Teams calls can also be recorded.

</details>

<details>

<summary>How am I notified of missed calls in a call queue?</summary>

Each employee can configure the channel notifications for themselves. If employees do not require active notification, the new call history can also be used to display all missed/received calls at a glance.

</details>

<details>

<summary>How does Teams Easy Call Report work?</summary>

For Easy Call Report to work, you need to activate our two Azure AD apps. This gives Easy Call Report the authorization to carry out the necessary configurations automatically and to record your call records. Clicking on "Connect" in the Configuration Center establishes the actual connection between your tenant and Easy Call Report. Only then are your calls transferred to Easy Call Report.

</details>

<details>

<summary>Are answered calls also tracked?</summary>

Yes, Easy Call Report also optionally tracks all answered calls. For each call queue, you can configure whether you only want to record missed calls or also answered calls. For answered calls, the cards are given a different design so that you can identify them quickly.

</details>

<details>

<summary>Can I also enter notes for the calls?</summary>

Yes, Easy Call Report Professional also supports a note function. Notes can be entered when closing a card.

</details>

<details>

<summary>Is the call data stored in compliance with the GDPR?</summary>

Yes, the personalized data is anonymized within the framework of the applicable GDPR rules. This means that the data can still be used for analytics/reporting, while the personal data is protected.

</details>

<details>

<summary>Do TwinCap First employees have access to customer data?</summary>

No. The Easy Call Report production environment is operated in isolation in the Easy Platform Tenant. Only service accounts that are required for the automated deployment of the solution have access to it. The database is also isolated in a separate VNET and cannot be accessed from the Internet.

</details>

<details>

<summary>Can Easy Call Report be installed in a private channel?</summary>

No, Easy Call Report can only be installed in a public channel because Microsoft only allows bot notifications in public channels.

</details>


# Known Issues

<details>

<summary>Missing Identity for Voice Applications Without a Resource Account</summary>

In certain scenarios, voice applications (such as Auto Attendants or Call Queues) may not display a distinct identity (ID or name) in Graph API data. This behavior occurs when a call is redirected directly to a **voice application without an associated Resource Account (RA)**.

Currently, the identities of Auto Attendants (AA) and Call Queues (CQ) in Graph are derived from their linked Resource Accounts. When no RA is present, there is no separate RA identity for Graph to consume, resulting in the **same original identity being shown for both interactions**.\
For example, a transfer from an Auto Attendant (AA) to a Call Queue (CQ) will display the AA identity on both sessions.

**Workaround:**\
Customers can work around this limitation by adjusting their call flow configuration so that **redirection occurs to a specific Resource Account rather than directly to a voice application**.

* **Example:**
  * 🔴 *Not recommended:* AA → VoiceApp → CQ (results in missing RA identity)
  * 🟢 *Recommended:* AA → RA → CQ (displays the correct RA identity)

This configuration has been tested and confirmed to provide the expected identity in AA→CQ call scenarios.

<figure><img src="/files/j5eXDaGAAblTbj3WcBtT" alt=""><figcaption></figcaption></figure>

Microsoft is aware of this problem and is working on a solution

</details>

<details>

<summary>Answered calls are displayed as missed calls</summary>

Easy Call Report depends on when Microsoft provides us with the data.

As soon as a call is made, we receive a call record from Microsoft. If this call record contains that this call was an missed call, then this is displayed in the Easy Call Report.

After a certain time, this call record is updated and this supposedly missed call was answered after all. At this moment, Easy Call Report updates this entry and this entry is marked as answered.

We are working with Microsoft on a solution to get complete call records and not incomplete ones.

</details>

<details>

<summary>Notifications are only sent from one phone number although I have stored several phone numbers in the same Auto Attendant</summary>

Easy Call Report can correctly assign the call records based on the assigned resource account.&#x20;

If the Auto Attandant now has multiple resource accounts, Easy Call Report cannot assign the call record correctly and therefore no notifications are sent. Notifications are only sent for the first resource account in the list because the assignment remains there. This problem is caused by the missing assignment between the resource accounts in an Auto Attandant on the Microsoft side. Microsoft has been informed by us about this problem and they are working on a solution.&#x20;

In the meantime, you can use the following workaround:&#x20;

You can create a separate Auto Attandant for each additional Resource Account and include it in the same Call Flow. You can then monitor this separately with Easy Call Report

</details>

<details>

<summary>SOLVED: Call history is displayed on the iPhone as unlicensed although it is correctly licensed</summary>

The license query on the Iphone is handled differently by Microsoft than on the computer. For this reason, the call history is shown as unlicensed, although it was licensed correctly&#x20;

Microsoft is aware of this problem and is working on a solution

</details>

<details>

<summary>SOLVED: Automatic refresh of the Adaptive Card does not work</summary>

The Adaptive Cards are not always updated because Microsoft is currently experiencing a global problem with the Adaptive Cards. We are actively working with Microsoft to resolve this issue.&#x20;

Currently you can use the following workaround to force the update of the tabs until the problem is fixed.

&#x20;                                     <img src="/files/YHRhVPYcwk0gTvjvaXUb" alt="" data-size="original">

&#x20;                                     ![](/files/oVP0CjvMhHB24tPVCk5X)

</details>

<details>

<summary>SOLVED: Calls from the future are displayed in the adaptive cards and call history</summary>

Easy Call Report displays every call with all the call information it receives from Microsoft. Since the time zones are not sent correctly with the call information, the calls are displayed incorrectly.

We are working on a solution to this problem.

</details>

<details>

<summary>SOLVED: Calls are displayed twice</summary>

Easy Call Report displays every call as soon as it receives a call from Microsoft. If the same call arrives from Microsoft at different times with different identification numbers, it will be displayed twice.

Microsoft is aware of this problem and is working on a solution

</details>

<details>

<summary>SOLVED: Adaptive cards are not sent</summary>

The adaptive cards cannot be sent because the Bot does not have sufficient permissions to do so.

</details>

<details>

<summary>SOLVED: Teams channels are not visible in the configuration platform</summary>

The channels cannot be displayed because the Easy Platform does not have sufficient permissions to do so.

</details>


# Support

Didn't found an answer to your question?

Should you experience any issues with Easy Console, our support team is available to assist you at any time. You may either open a new support ticket or contact us directly via email – we are here to help.

{% hint style="info" %}
<support@twincapfirst.ch>
{% endhint %}

You can also contact us via the following phone numbers for any assistance over the phone.

{% hint style="info" %}
**Switzerland:** +41 44 666 50 50

**Germany:** +49 7431 893 99 60
{% endhint %}

If you would like a consultation regarding the product, you are welcome to book an appointment with us.

{% embed url="<https://twincapfirst.ch/en/contact/>" %}