What’s happening?
When using the enhanced outbound dialer experience in Dynamics 365 Customer Service, not all available phone numbers associated with contacts or accounts are displayed. Specifically, if a contact or account has multiple phone numbers entered in the standard phone number fields, only the Business Phone number is shown, while other numbers such as the mobile number are not displayed.
Reason:
This is potentially caused by customizations on the Contact form. Specifically, if a custom mobile phone field is created, it may not be populating the standard "mobilephone" attribute of the "contacts" entity, resulting in the enhanced dialer only retrieving and displaying the Business Phone number.
Resolution:
To resolve this, ensure that any custom mobile phone fields on the Contact form are configured to populate the standard "mobilephone" attribute of the "contacts" entity. This alignment will allow the enhanced outbound dialer to correctly retrieve and display all available phone numbers, including mobile numbers.