CRM, IT Guide

How to disable click-to-dial phonecall popout

When you do a click-to-dial in Dynamics 365 CRM, a new phonecall activity is automatically opened in CRM for you. Your telephony connector (e.g. Dynamics Telephony) may also adds a phonecall activity, so you can end up with 2 for the one call. Follow this procedure to suppress the phonecall popout that Dynamics 365 CRM creates.

UPDATE: Dynamics Telephony now has a setting to disable this click-to-dial phonecall popout for all CRM Entity Forms, and for all versions of Dynamics 365 CRM up to and including 9.2. See Dynamics Telephony Menu > Settings > Click to dial Configuration: Block CRM Phonecall [ON/OFF]

WARNING: THIS IS AN UNSUPPORTED CUSTOMIZATION, but it can be easily removed.

1. Create a JavaScript Webresource in CRM and paste in the following code into the Text Editor as shown in the screenshot belowsuppress_c2d_popout_webresource

function suppress_C2D_Popout() {
  parent.Mscrm.ReadFormUtilities.openPhoneClient = function(phoneNumber) {
    if (!IsNull(phoneNumber)) {
      parent.Mscrm.Shortcuts.openPhoneWindow(phoneNumber, window.PHONE_NUMBER_DEFAULT_COUNTRY_CODE,"True");
    }
  };
}

2. Add the webresource to the Form you want to be affected by this change. E.g. just the Contact form. Link the JavaScript function suppress_C2D_Popout, to the Form.OnLoad function. See screensnap below.

suppress_c2d_popout_form_properties