The ability to view the contacts list and ultimately place a call is controlled by the type of license assigned to the user. Ultimately, you need the WorkLink Remote Assistance License. 

         

Users with the Guest, Tech, Tech+ and Expert Licenses can view their contacts list.

License	Permission
Guest	Guest can only call or be called by Experts.
Tech	Tech can call or be called by Experts.
Tech+	Tech+ can call or be called by Tech+ or Experts
Expert	Expert can call Guests, Tech, Tech+ or Experts.

 

Read more: WorkLink: Licensing and License Management.