MS Teams Plugin

General Concepts

With the OPEN CX Connector, you can accept or decline incoming calls to your Microsoft Teams number directly within SugarCRM – without ever leaving the application.

Upon answering, the system automatically searches the CRM database:

• First for matching Leads/Contacts,
• Then within the Accounts module.

If the caller is recognized, the corresponding record opens automatically in the Focus Drawer.

No match? No problem:

• Contacts can be searched manually, or
• Created directly as a new Lead or Contact.

In case of multiple matches (e.g., the same number for several records), SugarCRM displays all relevant results in the Global Search for you to choose from. Simultaneously, a linked Call record is automatically created – giving you the option to capture notes and key details during the conversation.

Configuration

Dashboards

If no custom selection is made, the standard dashboards provided by OPEN CX will automatically take effect - ready for immediate use, clearly structured, and perfect for getting started.

Icon Menu

• Selection of microphone and speakers for incoming and outgoing calls.
• User settings

User Settings

In the user settings menu, each user can define which dashboards should be displayed for calls via the connector. This allows workspaces to be tailored precisely to personal roles and requirements – for greater focus, faster workflows, and better customer interaction.

Incoming call

Contact found in Sugar

When a contact is recognized in SugarCRM, the Focus Drawer opens automatically, displaying all relevant customer data directly within the context of the call.

In the drawer, you can:

• Edit customer data on the fly,
• Schedule meetings and follow-up calls,
• Document important information in the comment log.

The Focus Drawer is a standard Sugar feature and can be customized to meet individual user needs.

Multiple contacts found

If a phone number is assigned to pultiple contacts or accounts, the Global Search clearly displays all matching records.

Once a record is slected, the Focus Drawer opens automatically, including all your custom dashlets and modules, exactly as you are used to.

Contact not found

If the caller is not automatically recognized, the Global Search opens immediately, allowing fpr manuel assignment in just a few clicks.

• If a matching record is found, the phone number can be saved directly to the contact or account.
• Alternatively, a new Contact or Lead can be created directly from the search results.

Contact does not exist in Sugar

• If a caller is not yet recorded in the CRM, a new Contact or Lead can be created immediately via the Global Search quickly, intuitively, and without interrupting the workflow.
• Naturally, all standard SugarCRM features are available to customize data entry according to your specific processes.

Contact found, but Focus Drawer is closed

• If the Focus Drawer is closed accidentally, simply click on the contact name in the navigation bar to reopen it instantly – including all relevant information and features. This ensures that access to customer data remains fast and convenient at all times.

Creation & Linking of Call Records

• As soon as a call is received and the phone number is stored in the system, a Call record is automatically generated – fully linked to the corresponding Contact, Lead, or Account. Simultaneously, the Focus Drawer opens for immediate access.
• If the number is not yet registered in the system, the Call record will also be automatically created and correctly linked once a new contact has been set up.
• Key information such as time, user, participant, and call direction are pre-filled automatically – ensuring clean CRM data with zero extra effort.

Outgoing Call

• If the phone number is stored in the CRM, you can start a call simply by clicking the number in the contact record – fast, easy, and efficient.
• As soon as the contact answers the call, the Focus Drawer automatically opens with all relevant information – ready for a perfectly prepared conversation.