Rabbi Doniel Yehuda Neustadt dicusses this (“The Weekly Halachah Discussion” vol.1 pg. 43-44). Rambam based on the Gemara (Moed Katan 21b) says that there are two facets to nichum aveilim: comforting the mourners and elevating the neshama of the niftar. Rav Moshe (Iggerot Moshe Orech Chaim 4:40:11) rules that a phone call neither elelvates the neshama nor shows proper honor to the mourners (although Rabbi Neustadt feels that if the caller is an honorable – I think he means important – person even a phone call shows honor to them). Thus it is preferable to go in person but if there is a valid reason for not going a phone call is still in order. While the mourner may answer the call he may not talk about other matters or ask about the caller’s welfare.
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