Sharepoint and Delve App won't populate phone number when attempting to dial from device

Question

Currently have a O365 E3 license and running Hybrid with On-Prem AD Connect.  

I have uninstalled and re-installed both the Delve and Sharepoint  Cell phone (Android) app a few times already.  I can find the user I am looking for, the phone number is populated.  I select the phone number to call them and my phone keypad only shows "6855" every single time.  

I MUST have something set somewhere for this behavior.  I'd rather solve the issue than recommending to someone to reset their entire phone.

Phone is Android 7.0 - The apps are downloaded off the google play store.

Answer 1

Hi Will,

Seems address book of phone cannot capture the phone numbers from Delve and SharePoint App correctly. Per my test, my Apps works fine. You could try clearing cache of phone and reboot to re-sign in your account to ensure this issue is not caused by 3rd party Apps.

If the issue remains, I would like to confirm following information to narrow down this issue:

1.Does the issue occur in all contacts in Delve and SharePoint App?

2.When did the issue start to happen? What changes did you make before? For example, Office Apps update, etc.

3.Does the issue occur in other Apps when you attempt to dial from the device?

4.If you use another phone with the same account, does the issue persist? Do your colleagues in the same tenant encounter this issue? If your colleagues sign in their accounts in your phone, does the issue occur again? This is due to confirm if the issue is related to phone or account.

5.Please share your current SharePoint and Delve version with us.

Regards,

Eli

Answer 2

Hi Will,

May I know if the issue has been resolved? If you need further assistance, please share more information with us. We would gladly continue helping you.

Regards,

Eli

Answer 3

I removed all the applications and O365 account (along with the SharePoint account that was created). Restarted the phone. No joy.

1.) Yes

2.) I believe it worked when I first downloaded the App(once), maybe 1 or 2 numbers worked and then nothing at all.  "6855" or "685-5" at times.  No numbers work.

3.) I do not have any other apps that communicate with the actual phone.

4.) I don't have another phone to try my account, I attempted to add a different account to the phone and the same issue persisted.  I'll have to attempt this again next week with someone's phone.

5.) SharePoint (2.9.1),  Delve (1.7.16). Outlook (2.2.200)

The outlook app works for calling and properly sends the phone number be to dialed, the information is a bit more limited here though.

I might need a phone reset here.  I should be able to tell more once I get my account on another phone.

Answer 4

Hi Will,

If you have tested the situation with the same account in different phones and the different accounts in the same phone, please share the results with us. Once we confirm the issue is related to the certain account, we would involve more resource to make help.

Regards,

Eli

Answer 5

I have tested the same account with a different phone using SharePoint app.  The number displayed is 6855 for any users searched.

On the original phone, I have already tested another user, the result of any person displays the proper phone, as usual, when I go to dial the number, 6855 is populated in the phone dialing field for the number to be dialed.