What should I do if click to call / web call is not working?

What should I do if click to call / web call is not working?

⚡Quick answer -

  • Click-to-Call: You click a number in the Web Panel; MyOperator first calls your agent device/softphone, then bridges the customer.
  • Web Call: The call happens in your browser (uses your mic/speakers).

Quick self-check (60 seconds)

  1. Account & credits: No dues; enough outbound credits.
  2. Number format: Use E.164 (e.g., +91XXXXXXXXXX).
  3. Availability: You are Logged in & Available in the Web Panel.
  4. Browser: Latest Chrome/Edge/Firefox; disable VPN/proxy for the test.
  5. Permissions (Web Call): Mic allowed; no tab muted; pop-ups allowed for the site.

Expected when fixed: You see a “Call initiated” banner, your device/browser rings, and a new Call Log entry appears.

Prerequisites

  • Role permission to place outbound calls.
  • Stable internet (avoid captive/public Wi-Fi).
  • IT allows access to MyOperator services (see Network checklist below).
  • A registered/verified agent device for Click-to-Call if your setup uses a phone bridge.

Step-by-step fixes

A) Click-to-Call not working

  1. Confirm your agent device rings first
    • If it doesn’t ring, check Availability and your registered number/softphone.
  2. Check dues/credits
    • Clear dues; top up credits if outbound is blocked.
  3. Validate destination number
    • Use E.164 format; remove spaces/extra zeros.
  4. Try another destination
    • Rules may block certain ranges; test with a known-good mobile.
  5. Disable VPN / restrictive firewall
    • Some networks block signalling; retry on a mobile hotspot.
  6. Review the caller ID policy
    • If masking or CLI is enforced, ensure the presented number is allowed.
  7. Retry from another browser profile
    • Rules, extensions, or cache can interfere.

Success indicator: Your device rings → answer → customer rings → connected. Call Log shows Bridged.

B) Web Call not working (browser call)

  1. Allow microphone
    • When prompted, click Allow. If blocked: Site settings → Microphone → Allow.
  2. Test audio devices
    • Plug in headset; choose the correct Input/Output in OS/browser.
  3. Close conflicting apps
    • End meetings/softphones using the mic (Meet, Zoom, Teams).
  4. Refresh and try Incognito/Private
    • Bypasses extensions and cached state.
  5. Clear cache & cookies for the site
    • Then sign in and retry.
  6. Disable VPN/proxy
    • Can break real-time media paths.
  7. Network checklist (for IT)
    • Allow your MyOperator domains/services and real-time media over secure ports used by WebRTC.
    • If your org filters traffic, whitelist vendor domains and secure WebSocket/HTTPS; allow outbound UDP for media.
    • (Refer to your MyOperator Network Requirements article for exact domains/ports.)

Success indicator: “Call initiated” banner, browser ringing UI, timer starts, two-way audio.

Troubleshooting by symptom

Symptom

Likely cause

Fix

Call button disabled

Role/permission or plan restriction

Ask Admin to enable outbound calling for your role/queue

“Insufficient balance/dues”

Credits or invoices are overdue

Top up credits; clear dues

My device doesn’t ring (Click-to-Call)

Agent number wrong / Unavailable status

Update agent device; set status to Available

Customer never rings

Destination invalid / Blocked prefix

Use E.164; test a different carrier/number

“Mic blocked” or no audio (Web Call)

Browser permission denied

Allow mic in site settings; restart browser

Choppy/one-way audio

Network shaping/VPN / wrong audio device

Move to a stable network; select the correct mic/speaker

Web Call fails instantly

Firewall/proxy blocks real-time media

Try mobile hotspot; share with IT the Network checklist

Frequent drops at a fixed time

Session/idle timeout / power-saving

Disable OS sleep; keep tab focused; check org idle policy

Pop-up blocked

Browser blocks new windows used by the dialer

Allow pop-ups for your MyOperator domain

Error code shown in the banner

Provider/route or policy issue

Capture details below and escalate

Escalation

If issues persist after the steps above, share the diagnostics block with Support or your Account Manager for faster resolution.