# Call Scenarios

At the same time, independently from the Teams notification, TeamsPhone Plugin searches the incoming number in the CRM.

- **Single result:** the matching CRM record is opened directly, without an intermediate selection page.
- **Multiple results:** the operator sees several cards containing the record name, matching phone number, and linked records. One card may be marked as **Recommended**, but the operator can select any result.[![Multiple call results](https://manual.vtenext.ch/uploads/images/gallery/2026-07/scaled-1680-/MK6wvVbfGuhFBLMt-image-1783682939992.png)](https://manual.vtenext.ch/uploads/images/gallery/2026-07/MK6wvVbfGuhFBLMt-image-1783682939992.png)
- **No result:** an unknown-caller popup is displayed, with the option to search for the number online.[![Unknown caller popup](https://manual.vtenext.ch/uploads/images/gallery/2026-07/scaled-1680-/orNYDer7tRKAvaFp-image-1783683098809.png)](https://manual.vtenext.ch/uploads/images/gallery/2026-07/orNYDer7tRKAvaFp-image-1783683098809.png)

If a **Create Record** quick action has been configured for the operator's role, a new CRM record can be created directly from the popup during the call.