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Phone Field with Extension Number Does Not Work in Salesforce CTI, iOS, and Android

Fecha de publicación: Jun 21, 2026
Descripción

Issue

Phone fields in Salesforce that contain extension numbers (for example, 415-555-1234 x890) are treated as invalid phone numbers. The extension format is not recognized as a valid E.164 phone number, which causes the following products to fail when attempting to dial from the phone field:

  • CTI (Computer Telephony Integration) soft phone
  • Salesforce for iOS
  • Salesforce for Android
  • Salesforce Classic click-to-dial

The extension number after the main phone number prevents the dialer from parsing and initiating the call correctly.

Solución

Workaround

Create a separate custom field to store the phone extension number. Because phone fields with extensions are not supported for click-to-dial, storing the extension in a separate field allows users to dial the main number from the standard phone field and then manually enter the extension afterward.
To create a custom extension field:

  1. In Setup, navigate to Object Manager and select the relevant object (for example, Contact or Account).
  2. Go to Fields & Relationships and click New.
  3. Select Number or Text as the field type (Text is recommended to allow for non-numeric extension formats such as "x890").
  4. Name the field "Phone Extension" with API name Phone_Extension__c.
  5. Set the appropriate field-level security and click Save.
  6. Add the field to the relevant page layouts so users can see and enter the extension.
  7. Instruct users to dial from the standard phone field and then manually enter the extension when prompted by the phone system.
Número del artículo de conocimiento

000386830

 
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Salesforce Help | Article