Articles on: MyOperator

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 and credits: No dues; enough outbound credits.
  2. Number format: Use E.164 (e.g., +91XXXXXXXXXX).
  3. Availability: You are Logged in and 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.


  1. Check dues/credits
  • Clear dues; top up credits if outbound is blocked.


  1. Validate destination number
  • Use E.164 format; remove spaces/extra zeros.


  1. Try another destination
  • Rules may block certain ranges; test with a known-good mobile.


  1. Disable VPN / restrictive firewall
  • Some networks block signalling; retry on a mobile hotspot.


  1. Review the caller ID policy
  • If masking or CLI is enforced, ensure the presented number is allowed.


  1. 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.


  1. Test audio devices
  • Plug in headset; choose the correct Input/Output in OS/browser.


  1. Close conflicting apps
  • End meetings/softphones using the mic (Meet, Zoom, Teams).


  1. Refresh and try Incognito/Private
  • Bypasses extensions and cached state.


  1. Clear cache and cookies for the site
  • Then sign in and retry.


  1. Disable VPN/proxy
  • Can break real-time media paths.


  1. 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.

Updated on: 30/11/2025