I would like to intercept an incoming call in Teams and then use the telephone number to do a search in Dynamics 365 and show the contact record from CRM in a tab. Is this possible and how should I best approach this? Any advice?
I would consider opening a uservoice for this. I would also consider raising it at the next Teams AMA. Someone on the community may know if it’s possible the with direct routing option but even then I don’t think that it could pull up the records of the caller into a new Tab.
I completely get it in terms of support and service management