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A Teams dialer call from a contact, account, or lead record fails
Provides a resolution for an issue where a Teams dialer call from a contact, account, or lead record fails in Microsoft Dynamics 365 Sales.
10/23/2023
asaftzuk, ilanak
t-ronioded
ronihemed

A Teams dialer call from a contact, account, or lead record fails

This article provides a resolution for an issue where a Microsoft Teams dialer call from a contact, account, or lead record fails in Microsoft Dynamics 365 Sales.

Symptoms

A Teams dialer call fails when you make the call by selecting the phone call icon next to a contact, account, or lead number. This issue occurs when the number doesn't have a country code in Dynamics 365 Sales.

:::image type="content" source="media/fail-to-call-through-contact-account-lead/phone-call-icon.png" alt-text="Screenshot that shows the phone call icon next to the contact, account, or lead number.":::

Cause

This issue occurs because the country/region code prefixing is enabled.

Resolution

To resolve this issue, disable the country/region code prefixing.

  1. Select the Settings icon on the top toolbar.

    :::image type="content" source="media/fail-to-call-through-contact-account-lead/settings-icon.png" alt-text="Screenshot that shows the Settings icon.":::

  2. Select Personalization Settings.

    :::image type="content" source="media/fail-to-call-through-contact-account-lead/personalization-settings.png" alt-text="Screenshot that shows the Personalization Settings option.":::

  3. Clear the Enable country/region code prefixing checkbox.

    :::image type="content" source="media/fail-to-call-through-contact-account-lead/country-code-prefixing-on-settings.png" alt-text="Screenshot that shows the Enable country/region code prefixing checkbox.":::