3684211 - Caller ID functionality not working in SAP Sales Cloud mobile App for Android

• Caller ID functionality in SAP Sales Cloud (C4C) mobile app for Android is not working as expected.
• Despite enabling Caller ID in Communication Settings and granting necessary permissions, no overlay or identification is displayed during incoming calls.
• The phone number of incoming calls is not recognized, even though it matches a known contact in "My Contacts."

SAP Hybris Cloud for Customer Extended App on iOS

1. Navigate to “Caller ID” in Administrator → Communication Settings in C4C.
2. Confirm that the user is logged into the C4C mobile app and can see relevant contacts in “My Contacts.”
3. Verify that the C4C app has permission to “Display over other apps” in Android settings.
4. Place an incoming call from a number that exists as a contact in “My Contacts.”

Feature not available due to restrictions imposed by Google. Enterprise applications are not permitted to manage caller identification on Android platforms.

1. The Caller ID functionality is not supported on Android devices.
2. From product side the feature was discontinued due to Google security policies restricting enterprise applications from managing caller identification on Android platforms.

Refer to:  

What's New in SAP Cloud for Customer | SAP Help Portal  

KBA KB0020144 - Functionality Currently not Available

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