# How It Works

TeamsPhone Plugin works in three automatic stages:

1. **Call notification:** when a call arrives, Microsoft Teams proactively sends the notification to the CRM through a policy configured at company-tenant level in the Microsoft Teams administration.  
      
    [![Microsoft Teams incoming call](https://manual.vtenext.ch/uploads/images/gallery/2026-07/scaled-1680-/M1SFCulP3NorLPfN-image-1783675357290.png)](https://manual.vtenext.ch/uploads/images/gallery/2026-07/M1SFCulP3NorLPfN-image-1783675357290.png)
2. **CRM search:** after receiving the notification, TeamsPhone Plugin searches for the number in the configured module and can continue with linked searches in associated modules.
3. **Result display:** the plugin shows a single result, multiple result cards, or an unknown-caller popup. [![TeamsPhone Plugin popup](https://manual.vtenext.ch/uploads/images/gallery/2026-07/scaled-1680-/PklAGghjw6LEPwLj-image-1783675345871.png)](https://manual.vtenext.ch/uploads/images/gallery/2026-07/PklAGghjw6LEPwLj-image-1783675345871.png)

The popup can be moved freely and minimised.

> **Important: TeamsPhone Plugin is an integration, not a synchronisation.**
> 
> Microsoft Teams and vtenext remain independent. Answering or ending a call in Teams does not automatically close the popup, and closing the popup does not end the Teams call. The call must always be managed directly in Microsoft Teams.