Auto launch a Custom Contact URL Not Working for Web Client and Smartphone Devices

[BC-ECSG]

We're using the Auto launch a custom contact URL... setting to accomplish some functionality in our CRM. At this time, the URL is not launching if the device to use is set to either the web extension or smartphone -- only when the device chosen is the physical phone at users' office location. Is there another setting to enable the URL opening when users are remote?