Starting point
Calls & callbacks
Track missed calls and callback requests automatically
Every missed call is captured automatically, assigned to the responsible person or department, and tracked until the callback actually happens. If a callback is overdue, the responsible person receives a reminder instead of the call disappearing into a general call log.
Process architecture
From a missed call to a completed callback.
The process recognises a missed call or a voicemail callback request, assigns it to the responsible person based on extension, topic or who last handled the caller, and keeps the case open until the callback has actually happened. If the callback is overdue beyond the agreed deadline, the process reminds automatically instead of the call vanishing into a general list.
01Input
Open quotes and their context come together.
The process starts with silence rather than a message: a quote that has had no answer for days. The leading system supplies the quote, its deadline and the contact, together with the correspondence already attached to the case.
2 Steps
02Process
The right message is derived from the state of the case.
The draft comes from the quote itself, not from a template full of placeholders. The rules then check whether a follow-up is allowed at all; anything outside the agreed frame goes to a salesperson.
4 Steps
03Output
The message goes out and the case stays traceable.
The follow-up sits in the same conversation as the quote, sales sees the current state without asking, and every attempt is documented on the case.
3 Steps
Source01Capture the missed call
A missed call or a voicemail callback request is picked up from the phone system or mailbox – via Microsoft Teams Phone, Google Voice or a custom phone system, depending on the environment.Details
Capture the missed call
A missed call or a voicemail callback request is picked up from the phone system or mailbox – via Microsoft Teams Phone, Google Voice or a custom phone system, depending on the environment.
Interfaces
- Microsoft Graph API
- SharePoint API
Next steps
- Identify the caller
Data02Identify the caller
The phone number and, if left, the stated reason are checked against the CRM or contact list to identify the caller and their topic.Details
Identify the caller
The phone number and, if left, the stated reason are checked against the CRM or contact list to identify the caller and their topic.
Interfaces
- Azure AI Document Intelligence
- Mistral OCR
- Dataverse API
Next steps
- Determine ownership
Action03Determine ownership
Extension, topic or who most recently handled the caller determines who should take the callback.Details
Determine ownership
Extension, topic or who most recently handled the caller determines who should take the callback.
Interfaces
- Power Automate
- Azure Functions
- Microsoft Graph API
Next steps
- Set the callback deadline
Decision04Set the callback deadline
A callback deadline is set for the case under a fixed rule, for example shorter for existing customers than for general enquiries.Details
Set the callback deadline
A callback deadline is set for the case under a fixed rule, for example shorter for existing customers than for general enquiries.
Interfaces
- Azure OpenAI GPT
- Anthropic Claude
- AI Builder
Next steps
- Escalate an overdue callbackstandard case
- Check due datesexception
Approval05Check due dates
The process continuously checks whether an open callback has been completed within its deadline or has exceeded it.Details
Check due dates
The process continuously checks whether an open callback has been completed within its deadline or has exceeded it.
Interfaces
- Teams Adaptive Cards
- Power Apps
Next steps
- Escalate an overdue callbackafter approval
System06Escalate an overdue callback
Once the deadline is exceeded, the responsible person receives a reminder; if the callback remains open, the case goes to the backup or to management.Details
Escalate an overdue callback
Once the deadline is exceeded, the responsible person receives a reminder; if the callback remains open, the case goes to the backup or to management.
Interfaces
- Dynamics 365 API
- Azure Service Bus
Next steps
- Close the callback
- Inform the caller if needed
Result07Close the callback
Once the callback has happened, the responsible person marks the case as done, with a short note on the outcome.Details
Close the callback
Once the callback has happened, the responsible person marks the case as done, with a short note on the outcome.
Interfaces
- Power BI API
- Teams Webhook
Next steps
- Log the callback history
Result08Inform the caller if needed
For a longer wait, the caller optionally receives an automatic interim message that their enquiry is being handled.Details
Inform the caller if needed
For a longer wait, the caller optionally receives an automatic interim message that their enquiry is being handled.
Interfaces
- Power BI API
- Teams Webhook
Result09Log the callback history
Every missed call is logged with a timestamp, responsible person, deadline and outcome, searchable for later evaluation.Details
Log the callback history
Every missed call is logged with a timestamp, responsible person, deadline and outcome, searchable for later evaluation.
Interfaces
- Power BI API
- Teams Webhook
System landscape
The same process in three environments.
- Microsoft
Microsoft Graph API
Möglicher Baustein für die Microsoft-Systemvariante.
- Microsoft
SharePoint API
Möglicher Baustein für die Microsoft-Systemvariante.
- Microsoft
Azure AI Document Intelligence
Möglicher Baustein für die Microsoft-Systemvariante.
- Microsoft
Mistral OCR
Möglicher Baustein für die Microsoft-Systemvariante.
- Microsoft
Dataverse API
Möglicher Baustein für die Microsoft-Systemvariante.
- Microsoft
Power Automate
Möglicher Baustein für die Microsoft-Systemvariante.
- Microsoft
Azure Functions
Möglicher Baustein für die Microsoft-Systemvariante.
- Microsoft
Azure OpenAI GPT
Möglicher Baustein für die Microsoft-Systemvariante.
- Microsoft
Anthropic Claude
Möglicher Baustein für die Microsoft-Systemvariante.
- Microsoft
AI Builder
Möglicher Baustein für die Microsoft-Systemvariante.
- Microsoft
Teams Adaptive Cards
Möglicher Baustein für die Microsoft-Systemvariante.
- Microsoft
Power Apps
Möglicher Baustein für die Microsoft-Systemvariante.
- Microsoft
Dynamics 365 API
Möglicher Baustein für die Microsoft-Systemvariante.
- Microsoft
Azure Service Bus
Möglicher Baustein für die Microsoft-Systemvariante.
- Microsoft
Power BI API
Möglicher Baustein für die Microsoft-Systemvariante.
- Microsoft
Teams Webhook
Möglicher Baustein für die Microsoft-Systemvariante.
- Interfaces in use
Google Workspace APIs
Google environment: reads missed calls from Google Voice and sends reminders through Google Chat.
- Interfaces in use
REST API
Individual environment: connects the custom phone system with the CRM for caller identification.
- Interfaces in use
Webhook
Forwards a missed call immediately once the phone system detects it, instead of waiting for the next scheduled run.
- Interfaces in use
Microsoft Teams Telefonie
Microsoft environment: answers calls and reports missed calls to the process.
- Interfaces in use
Google Voice
Google environment: answers calls and reports missed calls to the process.
- Possible apps & platforms
Microsoft Teams
Call capture and reminders in the Microsoft environment.
- Possible apps & platforms
Google Chat
Reminders for overdue callbacks in the Google environment.
- Possible apps & platforms
Eigene Telefonanlage
Call capture in the self-hosted environment.
- Possible apps & platforms
CRM-System
Holds contacts and callback history in the individual environment.
Implementation in context
What the process does and what it deliberately leaves to people.
The process does not decide the content of a callback – it only ensures the case stays open until it is genuinely done. What is discussed on the call remains entirely up to the responsible person.
The environment determines the tools, not the process. In a Microsoft 365 environment call capture and reminders run through Microsoft Teams Phone, in a Google Workspace environment through Google Voice and Google Chat, in a self-hosted environment through a custom phone system connected to the CRM. Which variant fits depends on where the company already runs its telephony.
The ownership rule is clearly defined: extension, stated topic or who last handled the caller determines who takes the callback. If no clear assignment can be made, the case goes to a named fallback person instead of remaining unhandled.
Every case stays logged as open until it is marked done. That creates a complete callback history showing how reliably calls are answered – not just in a single instance, but over time.
Target picture
Every missed call is automatically assigned to the responsible person and stays open until the callback has actually happened. Overdue callbacks trigger a reminder before the caller has to follow up themselves.
Expected benefits
- Missed calls no longer get lost in a general list or on a paper note.
- Ownership of a callback is determined automatically instead of depending on chance.
- Overdue callbacks trigger a reminder before the caller has to call a second time.
- A complete callback history shows how reliably missed calls are answered.
- Callers optionally receive an automatic interim message instead of complete silence.
- The process adapts to the existing environment instead of making an additional call centre tool a precondition.
Prerequisites to start
- 01A phone system or telephony service that automatically provides missed calls and callback requests.
- 02An assignment rule between extension or topic and the responsible person or department.
- 03A defined callback deadline beyond which an open case counts as overdue.
- 04A CRM or comparable contact list, if callers should be identified automatically.
- 05A decision on the environment: Microsoft 365, Google Workspace or self-hosted – and the matching access rights.
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