Call Scenarios

At the same time, independently from the Teams notification, TeamsPhone Plugin searches the incoming number in the CRM.

• Single result: the matching CRM record is opened directly, without an intermediate selection page.
• Multiple results: the operator sees several cards containing the record name, matching phone number, and linked records. One card may be marked as Recommended, but the operator can select any result.
  
  

  

• No result: an unknown-caller popup is displayed, with the option to search for the number online.

  

If a Create Record quick action has been configured for the operator's role, a new CRM record can be created directly from the popup during the call.