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ClickToCall is not working when Mobile Number is clicked in contacts

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Posted on by Community Member

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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LeoAlt 16,331 Moderator on at

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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

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Community Member on at

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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

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ashish12 3,079 on at

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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

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Community Member on at

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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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Community Member on at

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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.

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Community Member on at

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Hi Ruskin,

Thanks for your support and will do that.

Regards

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