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Interaction between Teams and Contact Management System

Hi all,

we use a web-based Contact Management System and we want to use Teams-telephony in the future.

I'm trying to find out, if the following is possible or not:

When a call comes in, the teams client should "hand over" the caller-ID to the Contact Management System and if a contact with this number can be found, it should automatically open.

Is it possible, that the teams-client calls a predefined URL in case of an incoming call?

Thanks in advance!

Best regards,
David

office-teams-app-dev
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@DavidLorenz-1027,

As we are mainly responsible for general question of Microsoft Teams, your question related to development is not in our scope. I will change the tag to office-teams-app-dev. Someone checking this tag will give you more insights.

Meanwhile, our forum doesn’t support for third-party products. If the Contact Management System is a product developed by your company, it will out of the scope of Q&A forum. Thanks for your understanding.

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Prasad-MSFT answered Prasad-MSFT edited

Microsoft Phone System Direct Routing enables you to connect your on-premises telephony infrastructure to Microsoft Teams.
Please refer this doc for detailed explanation.

Thanks,
Prasad Das


If the response is helpful, please click "Accept Answer" and upvote it. You can share your feedback via Microsoft Teams Developer Feedback link. Click here to escalate.




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DavidLorenz-1027 answered Prasad-MSFT commented

Hello Prasad,

this is not what I need to know.

My question is about the interaction between teams and a web-based Contact Management System.

Is the teams-client to notify the CMS about an incoming call?


Regards, David

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You can use Microsoft Graph subscription (subscribe a listener application to receive change notifications when callRecord changes occur in Microsoft Graph) and then initiating the lookup to the service.
https://docs.microsoft.com/en-us/graph/webhooks


Here is documentation which talks about latency to expect between an event happening in the service and the delivery of the change notification.


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DavidLorenz-1027 answered Prasad-MSFT commented

Thanks for your answer. That goes in the right direction. I try to describe it more precisely.

"How to create and configure an outgoing webhook triggered by incoming phone-calls in MS-Teams and how to transmit the callerID and calleeID to any 3rd party web-application in real time?"

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To get real-time notification of an incoming call to a particular Teams user is by configuring a policy recording bot for the user.With a policy-based recording bot, the bot is called first​ before the Teams user is even allowed to accept an incoming call or meeting join invitation.

Could you please refer this link
https://docs.microsoft.com/en-us/microsoftteams/teams-recording-policy

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DavidLorenz-1027 answered

And the bot is able to transmit the CallerID to a 3rd party web-application?

Are there some examples how to do this?

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