SAP Knowledge Base Article - Public

2932674 - Phone Call Checkbox Greyed out in Outlook Add-in Ribbon

Symptom

When you try to create an Appointment from Outlook client-side add-in, the Phone call checkbox is grayed out and not enabled.

Environment

  • SAP Cloud for Customer
  • Outlook client side add-in

Reproducing the Issue

  1. Open Outlook.
  2. Go to New Items.
  3. Select Appointment.
  4. Notice Phone call checkbox grayed out.

Cause

There are some configurations to be checked to grant this functionality to work:

  • There is a setting that needs to be enabled from via Admin Settings along with one step in Outlook add-in.
  • Business User and Business Role needs to have the correct Work Center and View assignment.
  • Business User and Business Role needs to have the correct access rights.

Resolution

Please, follow these steps to ensure that you have the correct settings. 

Firstly, check the user and role assignment and access:

  1. Go to Administrator Work Center.
  2. Go to General Settings.
  3. Go to Business Roles.
  4. Find desired Business role and Edit.
  5. Check at tab Work Center and View Assignments if the user/role has the Phone Call view assigned.
  6. Go to Access Restrictions tab and check if the user has full read and write access to Phone Calls (Unrestricted).
  7. If not, perform the corrections and apply. 

Now, check the Outlook admin settings:

  1. Navigate to Administrator.
  2. Go to General Settings.
  3. Go to Microsoft Outlook.
  4. Enable Download of Phone Calls under Sync Settings.
  5. After doing this, press the Reset button on the Settings screen of the add-in.
  6. Sometimes may need to restart Outlook.

Keywords

outlook, add-in, client side, phone call , KBA , phone call greyed out , outlook addin appointment , phone call checkbox , outlook addin phone call , phone call disabled , LOD-CRM-GW-OUT , Outlook , How To

Product

SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions