The Teams dialer is currently blocked on custom entities, which creates two significant problems for organisations using custom tables with the Sales Accelerator:

1. Up Next widget Call button breaks on custom entities when Teams calling is enabled.

When Teams calling is turned on, the Call button in the Up Next widget changes behaviour — instead of opening the phone call activity sidebar (allowing the seller to set call outcomes), it attempts to invoke the Teams dialer. Since the dialer is unsupported on custom entities, the button silently fails and does nothing. This directly breaks sequence branching logic that depends on phone call outcomes.

The only resolution is to disable Teams calling entirely, which means losing access to Conversation Intelligence.

2. Conversation Intelligence is inaccessible for organisations using custom lead/opportunity tables.

Many organisations — particularly those using ISV solutions — work with custom tables rather than the OOB Lead or Opportunity entities. The current restriction means these organisations cannot benefit from CI call recording, transcription, keyword tracking, or coaching dashboards, despite holding valid Sales Premium or Sales Enterprise licences.

Requested change:

Either extend Teams dialer support to custom entities, or ensure the Up Next widget gracefully falls back to the phone call activity sidebar when the dialer cannot invoke on the current entity — rather than silently failing.