What should I do if I can’t make outgoing calls or use Click-to-Call in MyOperator?

What should I do if I can’t make outgoing calls or use Click-to-Call in MyOperator?

Quick answer -

Outbound calls usually fail for just three reasons:

  1. Your MyOperator account is on hold (billing/credit limit).
  2. The agent's leg never rings.
  3. The customer's line never rings or never answers.

Run through the six checks below to find which leg is failing, apply the matching fix, and place a fresh test call.

When should I use this guide?

Use these steps whenever an outbound call—whether launched via the web panel, mobile app, or an assigned phone—shows “Failed,” never rings, or displays an error message, even after you’ve tried from a second device or network.

Prerequisites & key terms

What to collect first

Why it matters

2–3 recent failed attempts (IST), agent name, target number, on-screen error

Support uses these to pull call traces

A retest from a second network/device

Rules out local device / ISP issues

Glossary:

• Agent leg – MyOperator first dials the agent’s phone/app.

• Customer leg – After the agent answers, MyOperator dials the customer.

• Ringback – The ringtone you hear; some carriers suppress it even while the call is progressing.

Step 1 – Rule out account holds

  1. Go to Billing › Payments and confirm no unpaid dues or credit-limit lock.
  2. Search your inbox for any “Account Suspended” email.
  3. If dues exist, settle/recharge.
  4. Place a fresh outbound test call.

Step 2 – Identify which leg is failing

  1. Initiate a new Click-to-Call and keep the Live Status pane open.
  2. Open the record in Call Logs › Call Detail. 
    1. No “Agent Connected” → agent leg failure.
    2. Agent Connected, but the customer never rings/answers → customer leg failure.
  3. Capture any error text (e.g., “Invalid number,” “User not permitted”).

Step 3 – Fix agent-leg issues

A. Agent on mobile/landline (PSTN)

• Turn volume up, disable Silent/DND and Silence Unknown Callers (iOS).

• Disable spam blockers such as Truecaller.

• Check signal strength; try another location.

• Dual-SIM phones: select the correct SIM; toggle VoLTE and Wi-Fi Calling once.

• Verify the callback number saved in the agent profile is correct and active.

B. Agent on MyOperator app/web (VoIP)

• Allow notifications and microphone access.

• In the browser, allow sound/autoplay.

• Select the correct audio device (headset/speakers); close Meet, Teams, Zoom.

• Switch Wi-Fi ↔ mobile hotspot (corporate firewalls/VPNs can block VoIP).

• Disable OS battery optimisation; keep the MyOperator tab foregrounded.

Step 4 – Fix customer-leg issues

• Number format – Use national format or full E.164 (+country code) with no spaces or symbols.

• Outbound Caller ID (CLI) – Must be an approved/allowed number; anonymous or unapproved IDs are often blocked.

• Recipient reachability – Call the customer from a normal phone to ensure their line isn’t off or in DND.

• Policy limits – Check for outbound concurrency caps, wrap-up/cool-down, daily limits, or working-hours restrictions.

• Ringback note – Some carriers suppress the ringtone; rely on Live Status transitions (Ringing → Answered) rather than your ear alone.

Step 5 – Check Click-to-Call settings & policies

Setting

What to verify

Click-to-Call > Agent

Correct agent selected; intended device (mobile vs app) chosen

Agent role

Has permission to place outbound calls

Allowed destinations

Domestic / International matches your needs

Users / Departments

Agent is Available (not Paused/DND/wrap-up); ring strategy/timeouts allow offers

If you use a CRM or API, confirm it sends a valid target number and properly handles any API error returned by MyOperator.

Step 6 – Optional carrier-route test

When failures cluster in a specific carrier or region:

  1. Go to Design Call Flow › Advanced Settings › Route Settings.
  2. Click Switch Route, then Save.
  3. Place two new outbound attempts and compare the results.

Success checklist

✓ Agent device rings (or app plays ringback) every time.

✓ Customer leg changes from Ringing → Answered and audio is present.

✓ Test calls succeed from two networks and, if tried, a second device.

✓ Call Logs show “Agent Connected” and “Customer Answered” with no error text.

When does this guide NOT help?

This article focuses only on outbound Click-to-Call failures.

What to send Support

Email support@myoperator.com (or your Account Manager) and attach:

  1. 2–3 failed attempt timestamps (IST), agent names, and target numbers.
  2. Whether the failure is on the agent's leg (no ring) or customer leg (no ringback/answer).
  3. Agent mode (mobile/landline vs app/web), device model, network used, plus any second-device/network test results.
  4. Exact error text shown and the Caller ID (CLI) used.
  5. Whether a route switch changed behaviour.

Keywords: outbound call failed, Click-to-Call not working, agent leg, customer leg, MyOperator troubleshooting