SAP Knowledge Base Article - Public

3463261 - Click To Call feature not identifying the caller when the number is stored in Extension Field

Symptom

Caller not being identified when using the Click To Call feature an Extension Field

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Create a Custom Field with Global Data Type = PhoneNumber
  2. That will allow you to store phone number in the field and use Click to Call feature
  3. Click on the Phone Number
  4. Caller is not Identified, even though the Number is associated to a Contact in the system

Resolution

Click to Call Feature does not support identifying callers when the phone number is coming from an Extension Field

Keywords

Click to Call, Phone Number, Extension Field, KUT Field , KBA , LOD-CRM-LA , Live Activity , How To

Product

SAP Cloud for Customer core applications 2402