Quick link to call a phone number

[Peter W1]

Hello,

I would like to create a quick link in EC so users can click it and call the help desk through Microsoft Teams. I was hoping to use the 'External link' content type and use a URL however I noticed when I put 'tel:3334445555' in the field it gets automatically updated to tel://3334445555. Then when I click the quick link in EC, Teams says there was an issue finding the person you were trying to reach.

My question is: Has anyone had success creating an EC quick link that lets users call a telephone number when clicked? If so, how were you able to accomplish it?

Thanks.

[Robert H]

Hello @Peter W1 ,

Unfortunately, no.

This is the inherent behavior of ServiceNow URL fields, even though the // (authority) part is an optional component as per the standard for URLs/URIs.

Even in Knowledge articles a link to a tel: URL will not be accepted, so that is not a workaround either.

The only place where I found tel: links to work is the Employee Center Footer, which you can configure through the Theme, and which uses Menu Item records where the URL field is just a plain string field, so the tel: syntax gets accepted:

Regards,

Robert

[iekosmadakis · Accepted solution]

Hello @Peter W1 !
It seems that ServiceNow automatically rewrites any value that doesn’t follow the classic scheme://host format.
Thus, when you save 'tel:3334445555', the platform’s URL validator converts it to 'tel://3334445555'.

Since Teams requires a special format, you can try using this URL instead:

https://teams.microsoft.com/l/call/0/0?users=<yourEmailAddress@domain.com>

You can test this link directly in your browser and, if valid, embed it as an external link.

Please consider marking my answer as helpful and accepting it as the solution if it assisted you in any way.

[KotebEvans]

MS Teams deeplinks are indeed quite helpful. Thanks for sharing!