Outbound calling through click-to-dial depends on a working call center and an Open CTI or Voice adapter. The exact screens vary by telephony provider, but the order of operations is consistent. Here is the typical admin path to make numbers clickable for agents.
- Set up a call center
Install or define a call center definition for your telephony provider, then add the agents who place outbound calls as call center members. Click-to-dial does nothing for a user who is not a member.
- Enable the phone in the console
Give agents a softphone in the utility bar through Open CTI or Service Cloud Voice. The phone system must be enabled before any number renders as clickable in Lightning Experience.
- Confirm click-to-dial on records
Open a contact, lead, or account and verify the phone button shows next to phone fields. The lightning-click-to-dial component handles this for standard layouts, so check that your layouts surface the relevant phone fields.
- Wire logging and disposition
Make sure the adapter creates a call log or task from the Open CTI payload and that agents can set a call disposition. Without this, outbound activity will not show up in reports.
Each agent must be a member of the call center, or the click-to-dial phone button will not appear or work.
Choose Open CTI with a partner adapter for a bring-your-own-telephony model, or Service Cloud Voice to run the phone natively inside the console.
For campaigns, pick a preview dialer to give agents record context first, or a progressive dialer to maximize connected talk time on large lists.
- The phone button does not appear next to fax numbers, and a number cannot be re-clicked for five seconds after it was clicked.
- The lightning-click-to-dial component does not support iFrames, so it cannot run inside an iframe-hosted utility or Lightning Out app.
- onClickToDial() does not work with the legacy Visualforce support:clickToDial component, so plan Lightning and Classic click-to-dial separately.
- Click-to-dial needs an open softphone line; if every line is busy, the new outbound call cannot start.