Why does touching a phone number in email to call (or address to map it) not work sometimes?

On Friday March 13th, 2015 I spoke with one of your reps named Tracy. She opened case 76283970 for me and I need to follow up on it.
We routinely send emails to our field workers which they view on their iPhones using the native email client. 99% of the time they can touch the phone number to place a call. 90% of the time they can touch an address to have that address shown on their mapping app.
My question is why does that feature occasionally fail to present the phone number or address info as a hyperlink?
Is there anything I can do (as the developer of the app that sends of the email) to insure the feature will work as expected?
Sincerely
Steve Pugh - IT Manager
Davis Claim Services, Inc
[email protected]
864-939-7924

Don't know why it would be broken, but have you tried long-pressing the number?  This should bring up a list of options, one of which is call ****.

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