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In case the phone icon next to the Contact Phone number in your Salesforce case is greyed out and you are not able to click it to initiate a call, please follow the steps below to fix this:

Enabling click-to-call in Cases

1. In Setup, go to Object Manager and search for "Case".
2. Click on Case Page Layout.
3. Click New and then select, for example, “Case (Sales) Layout” and give it a name. 
4. Save your changes.
5. Click on "Page Layout Assignment", then "Edit Assignment" and assign your newly created layout to any role you want:

Note: To be properly fetched and hyperlinked for use with Talkdesk Click-to-Call, phone numbers in Salesforce must be specified either in international, national formatting, or in the standard E.164 format i.e., the plus sign (+), country code, area code, and number. If you need to provide a number in local national format, you should also specify the country as an optional parameter.