SAP Knowledge Base Article - Public

2463493 - Phone Number not Clickable for Outbound Calls


You click on the Phone Number information but no call is triggered.

Reproducing the Issue

  1. Go to Customers work center;
  2. Go to Accounts view;
  3. Open any account;
  4. On the Overview tab, click on the phone number maintained in Addresses;
  5. No call is triggered.


This is the expected system behavior. Not all place in which the phone numbers appear are enabled to trigger outbound call.


In HTML5, only a subset of locations are enabled to with the click-to-call fucntionality. They are:

  • Contacts quick view.
  • Individual Customers quick view.
  • On the Customer section of the Tickets screen.
  • On the Phone Call view under Activities work center.
  • Leads view (if contact permissions allow).

On the Responsive UI, the fucntionality is planned to be enable for all locations with the phone numbers on a future release.


KBA , SRD-CC-FED , Feeds , How To


SAP Hybris Cloud for Customer 1702 ; SAP Hybris Cloud for Customer 1708 ; SAP Hybris Cloud for Customer add-ins 1705