SAP Knowledge Base Article - Public

2682989 - Collaboration Window is Not Launching Automatically When Clicking Call Company


You want to use the Collaboration Window to perform calls to customers, but when you click on the Call Company button of the Accounts view, instead of launching the Collaboration window, the system is launching a Skype call.


  • SAP Business ByDesign.

Reproducing the Issue

  1. Go to the Account Management work center, in Accounts view.
  2. Select an account.
  3. In the Details section, under the Main Address, click on the Call Company button.
  4. See a Skype call gets launched.


The Skype call is getting launched instead of the Collaboration Window, because the question "Do you want to integrate with an SAP-qualified telephony integration solution?" to activate the business option responsible to integrate the system with the Collaboration Window is not enabled in the solution scope.


To enable the business option, please follow the steps below:

  1. Go to the Business Configuration work center, in Implementation Projects view.
  • If you have an Started project, click on Edit Project Scope.
  • If you don't have any open project, create a new one.
  1. Navigate to the 3rd step - Review Questions.
  2. Expand the Communication and Information Exchange option.
  3. Expand Office and Desktop Integration.
  4. Click on Desktop Integration Using SAP Collaboration Window.
  5. Enable the question "Do you want to integrate with an SAP-qualified telephony integration solution?".
  6. Finish the project scope.

See Also

SAP Collaboration Window Quick Guide

Define Settings for SAP Business Communications Management


Collaboration window, office and desktop integration, telephony integration, call company, account management , KBA , collaboration window , office and desktop integration , telephony integration , call company , account management , SRD-CC-OIN-PAD , Action Pad , Problem


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