![CRM integration with Teams Phone](https://ytimg.googleusercontent.com/vi/f640fX1yCs0/hqdefault.jpg)
CRM integration with Teams Phone
With CRM integration, IT admins can enable automatic launch of an external app or URL for Teams users with a Teams Phone license. Teams automatically launch a web app or external URL upon call acceptance when an agent receives an external PSTN call. Additionally, teams insert parameters to pass details about incoming callers, such as their caller ID, to the web application/URL. Teams also securely retrieves the screen or associated content, such as a customer record, in the browser alongside the Teams call step. Teams users can also disable the auto-launch external apps/URLs setting. With CRM integration, customer cases are automatically opened when a call queue agent answers an incoming call. Administrators will be able to assign this functionality to specific users so that incoming call metadata can be used to trigger a web page URL in your CRM provider's browser-based experience.
Learn more: https://techcommunity.microsoft.com/t5/microsoft-teams-blog/what-s-new-in-microsoft-teams-microsoft-ignite-2022/ba-p/3614158
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