⚡Quick answer -

Yes — if Webcall is enabled for your account and you have a Fixed DID + Webcall access, you can handle all incoming and outgoing calls directly from your desktop browser.
The call will ring on your Webcall window instead of your mobile phone, and you can answer, mute, hold, add notes, and dial customers from your system.

When should I use this guide?

Use these steps when:

• You want to handle client calls without using a mobile phone
• You're in a restricted-premise or call-center setup (mobiles not allowed)
• You prefer internet-based calling for better audio and stability
• You're working remotely and want consistent calling quality

1. PREREQUISITES & PLAN REQUIREMENTS

Before Webcall works, ALL of these must be true:

Account-Level Requirements

• Webcall is enabled for your account from MyOperator support/team.
• A Fixed DID is assigned to your account.
  Important: Webcall does not work with Shared DID.
• Service number must be mapped to the Fixed DID.

Agent Requirements

• You are a Pro User with access to the MyOperator panel.
• Admin has enabled your calling mode via Manage → Webcall Settings → Switch Access.
• You use the latest Chrome/Edge/Firefox with:
• Microphone permission = Allowed
• Stable high-speed internet
• Wired/USB/Bluetooth headset

Session Requirements

• The Webcall window must be open.
• SIP session must show Green tick (connected).
• Green = Connected
• Red = Not connected

If SIP disconnects (idle timeout), you must log in again.

2. ENABLE WEB CALL: ACCOUNT & AGENT SETUP

Only Owners/Admins can configure Webcall settings:

Step 1 — Open Webcall Settings

Go to:
Manage → Functionality → Webcall Setting / Switch Access

There are two configuration sections:

A. Webcall Setting (Admin Only)

Controls how calls behave on the agent’s browser.

Options:

1️⃣ Wrap-up Time

• Time after a call ends where the agent can add notes
• No new calls will land on the agent’s web during wrap-up
• Default: 1 min (can be set between 10 sec–4 min)

2️⃣ Idle Time

• If the webcall panel is idle for too long, SIP session expires
• Default: 1 min (can be increased up to 30 min)

3️⃣ Auto-Answer

• When enabled, incoming calls are picked automatically
• Agent does not need to click Receive

B. Switch Access (Admin Only)

Defines how agents make outgoing calls:

Options:

✔ Webcall → Calls initiate from the Webcall window
✔ Click to Call (Mobile) → Calls route via agent's mobile dialer

Admin decides the allowed mode per agent.

3. HOW TO RECEIVE CALLS ON YOUR DESKTOP

What must be open?

• The Webcall window
• SIP session must be connected (green tick)

How incoming calls behave:

On Incoming Call:

You will see:

• Caller number
• Call controls (mute, hold, dial pad)
• Contact details & call history
• Option to add notes during and after call

If Webcall is closed → calls go to mobile.

4. HOW TO MAKE OUTBOUND CALLS FROM DESKTOP (WEBCALL ENABLED)

Steps:

1. Open the Webcall window
2. Use the Dial/Search box
3. Type a number starting with 0, 91, +91, or without prefix
4. Select saved contacts OR type new number
5. Click Make a call

You can:

• Mute
• Hold
• Add notes (during call + within wrap-up time)
• View call history

Note:
Call transfer is not available yet (upcoming feature).



5. WHEN WEBCALL WILL NOT RING ON DESKTOP

The call will not land on Webcall if:

❌ Webcall window is closed
❌ SIP session is disconnected
❌ You are in Availability OFF or Away
❌ Fixed DID is not assigned
❌ You are using Shared DID
❌ Mobile-only mode is active (via Switch Access)
❌ Browser mic permission is blocked
❌ Idle session timeout occurred
❌ Another Webcall session is active elsewhere

6. TROUBLESHOOTING — COMMON ISSUES & FIXES

Issue → Fix

🔇 Webcall not ringing
→ Open Webcall window + check “Availability ON” + confirm SIP Connected

🎙 Microphone not working
→ Allow microphone in browser → Check OS audio input → Refresh webcall window

🔌 SIP session keeps disconnecting
→ Increase Idle Time (Admin) → Keep Webcall window active

🌐 Poor audio quality
→ Switch to wired headset
→ Close heavy apps
→ Use a stronger network

📱 Call landing on mobile, not browser
→ Webcall window closed OR wrap-up time running OR Switch Access set to mobile

🧩 Click-to-call extension not initiating webcall
→ Clear extension cache (recommended MyOperator steps)

7. ALTERNATIVES IF WEBCALL IS NOT FEASIBLE

✔ Mobile App – Receive calls on MyOperator app
✔ Click-to-Call Mobile Mode – Use mobile dialer
✔ Call Forwarding – Send calls to a verified phone number

8. IMPORTANT NOTES

• Webcall requires a Fixed DID, not Shared DID
• There is no one-way/two-way concept in Webcall mode
• Calls will ALWAYS follow this rule:
  Webcall Window Open → Webcall
  Webcall Window Closed → Mobile
• Webcall works with callback logic
• Dispositions & Break Time available depending on your plan
• CRM integrations support click-to-call with Webcall

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