MicrosoftWith CRM integration, IT admins can enable the automatic launch of an external app or URL for Teams users with a Teams Phone license. Teams automatically launch an external web app or URL upon call acceptance when an agent receives an external PSTN call. Additionally, Teams insert parameters to pass details about inbound callers like their caller ID to the web app/URL. Teams also securely retrieve the associated screen or content, such as a customer record, in the browser in parallel with the Teams call stage.
Credit Microsoft Teams