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ClickToCall is not working when Mobile Number is clicked in contacts

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Posted on by Community Member Microsoft Employee

Hi,

I have configured CIF in my Microsoft Dynamics 365 account and assigned the same CIF to Customer service Hub. When i call from my widget i can see the details of the person in the CRM screen. But when i make a ClickToCall from the CRM screen. Mobile number is not populating in my widget. Can any one help regarding the ClickToCall.

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Community Member Microsoft Employee on at

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RE: ClickToCall is not working when Mobile Number is clicked in contacts

Hi Ruskin,

Thanks for your support and will do that.

Regards
Community Member Microsoft Employee on at

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RE: ClickToCall is not working when Mobile Number is clicked in contacts

After following your replies I believe the bug lies in the execution of the API.

Do raise a support ticket with Microsoft to help them help you to debug your API call to populate the called mobile number on the widget you use.

Hope this helps!

Regards.
Community Member Microsoft Employee on at

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RE: ClickToCall is not working when Mobile Number is clicked in contacts

Hi Canada,

When i make a call from the widget at right side i can find the call information in the CRM screen. But when i call from the CRM screen the number should populating to the form filed in the widget instead it is giving a popup to select the device from where i should call. Can you please give an idea to work on.

Thanks
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ashish12 3,079 on at

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RE: ClickToCall is not working when Mobile Number is clicked in contacts

Hi krishna,

I would suggest to add all 3 phone fields in the form and then try to click and see which field captures the call information.

Thanks
Community Member Microsoft Employee on at

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RE: ClickToCall is not working when Mobile Number is clicked in contacts

Hi Leo,

Thanks for giving a quick replay.

When we click on Mobile number we are getting the screen pop by default that was given by Microsoft. But, i need that number to be populated to the channel that i had created using CIF. Can it be possible and do we need to customize the template with our costume JS.

Thanks and Regards,

Gopal
LeoAlt 16,329 on at

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RE: ClickToCall is not working when Mobile Number is clicked in contacts

Hi partner,

Did you try other applications to call like Skype?

I tried with Skype in my instance and the phone number showed well in Skype screen.

Since you are using CIF, please check if the Api worked correctly in your instance.

I suggest that you could raise a ticket to Microsoft Support Team and let them check and debug your JS code and find out the reason.

Best Regards,

Leo