SAP Knowledge Base Article - Public

3233627 - Outbound Calls being Opened through MS Teams


You have integrated your C4C System with a third-party communication system e.g Sinch Contact Pro. However when clicking on a customer's phone number, it does not launch the integration with the Sinch Contact Pro switchboard as intended but instead opens the MS Teams website.


SAP Cloud for Customer

Reproducing the Issue

  1. Go to Service.
  2. Open a Ticket.
  3. Click the Contacts Phone Number



In Company Settings you have enabled the following "Enable outbound calls in Microsoft Teams"


You will need to disable "Enable outbound calls in Microsoft Teams"

  1. Click the User Menu Icon in the Top Right of the Screen.
  2. Click settings.
  3. Select Company Settings.
  4. Scroll down until you see "Enable outbound calls in Microsoft Teams" and disable it. 



MS Teams, outbound calls , KBA , LOD-CRM-LA , Live Activity , Problem


SAP Cloud for Customer core applications all versions