Salesforce Sales Dialer Phone Icon Grayed Out in Lightning Experience

Give Lightning access to your Microphone

Make sure the user is logged into Dialer. 

1. Select the phone icon on your utility bar. 
2. Click "Sign in to CCP” 
3. If you still experience a grayed out phone number after login, then follow the steps to enable your microphone. 

For Google Chrome Browser

1. Open the Lightning App.
2. Click the tune button in the URL address bar on Chrome browser.
3. Give Lightning access to the microphone. 

Additional Steps:

1. Open your Google Chrome web browser.
2. In the top right of your browser, click the three vertical dots for Settings.
3. Scroll to the bottom of the listed settings and click Settings.
4. Under the Privacy and Security section, click Site Settings.
5. Scroll down and select Microphone.
6. Click Manage Exceptions and make sure Salesforce Sales Dialer is labeled as allowed.
   
   

For Microsoft Edge Browser

1. Open the Lightning App.
2. Click Settings and more (three-dotted icon on upper-right corner)
3. Click the Settings
4. Click Cookies and site permissions
5. Give Lightning access to the microphone.
   
   

Note: 

• For other Browsers please enable the permission for Microphone.
• Verify there is no other third-party softphone installed on org and added on same application.