We are using the Microsoft Customer Service Workspace with omnichannel voice activated.
We now experience 2 different behaviors when using the phone number fields on contacts.
1) When opening a contact record a phone icon is being shown next to the phone number. When clicking on it start an outbound call by opening the omnichannel dialer. This is what we expect and like.
2) But when a phone number field is being shown in a view or when using a contact card (being shown when hovering over a contact in a customer field) the field is clickable. When clicking on the number it starts a call through the default phone application which you have set in your computer settings as default app. Here we would like the omnichannel outbound dialer to be opened as well to avoid that we lose track of the call in CRM.
I'm aware that making a phone number a URL and setting a default app is default behavior of the browser. But if you are using the Microsoft sales hub you will notice that for both scenarios the calls are being started in CRM itself with the MS teams integration for sales. Meaning that Microsoft was able here to bypass the default app settings for the URL:tel protocol.
Any idea on whether we might be able to force this in the Customer Service Workspace as well?
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