SAP Knowledge Base Article - Public

3073532 - Phone Number Disabled In Call List


Phone number is disabled  for making direct calls using call list.

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


SAP Cloud for Customer

Reproducing the Issue

Prerequisite: CTI system integration with Call list feature enabled in tenant.

  1. Navigate to Call List Work Center.
  2. Search and open any call list.
  3. Go to Overview facet.
  4. Phone number in phone column are not enabled for calling customer.

                   Call List overview phone number grayed out.jpg


Phone number on overview facet of call list is grayed out. This is an expected behavior.


Designed call list feature allow calling agent to call customers using phone number listed on "Participant facet" of call list only.

Agents should use phone number listed on participant facet for making the call using CTI.


CTI, Call List , Phone Number, Disabled,Direct Calls , KBA , cti ,call list , phone number, disabled, , LOD-CRM-TLS , Tele-sales , Problem


SAP Cloud for Customer core applications 2105