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1927284 - Phone numbers have no hyperlink in IC agent business roles or in CMS enabled business roles


An business role has telephone integrated. In CRM IC, 'Ready/Not Ready' radio buttons are enabled. Agents can call out using 'Dial Pad'. It is expected that, when click on phone numbers, the 'Dial Pad' will pop up and the clicked phone number will be displayed in 'Dial Pad' automatically so that agents can call. But there is no hyperlink on phone numbers in 'identify account' screen, 'more fields' screen, 'account overview' screen, etc.

For example:

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Image/data in this KBA is from SAP internal systems, sample data, or demo systems. Any resemblance to real data is purely coincidental.



  • SAP enhancement package for SAP Customer Relationship Management
  • SAP enhancement package for SAP CRM, version for SAP HANA

Business Roles:

  • CRM Interaction Center with telephone integration
  • CMS enabled WebClient business role of profile type C with required customizing (Help Portal )



SAP enhancement package for SAP CRM all versions ; SAP enhancement package for SAP CRM, version for SAP HANA all versions


Dialpad, IF_CHTMLB_COMMUNICATION_LINK~GET_PARAMETERS, GET_PARAMETERS, CL_CRM_IC_FW_COMM_LNK_PHON_SVC , KBA , CRM-IC-SEA , Account Identification , CRM-MD-BP , Business Partners , CRM-BF-CHA-TEL , obsolete: Telephony Integration , CRM-IC-CHA-TEL , Telephony Integration , Problem

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