SAP Knowledge Base Article - Public

3368243 - Live Activity Not Starting from Call List


When clicking on phone numbers in the Call List view, the Microsoft Teams is being populated instead of the Live Activity.


SAP Cloud for Customer


The MS Teams click to call feature is activated at the Company Settings. When this is active, it will take preference over the Live Activity for click to call scenarios.


If want the Live Activity to work with the click to call function within the Call Lists, then you will need to disable the "Enable outbound calls in Microsoft. 

  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. 

See Also


KBA , LOD-CRM-LA , Live Activity , How To


SAP Cloud for Customer core applications 2308