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# 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).

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## Quick self-check (60 seconds)

1. Account and credits: No dues; enough outbound credits.
1. Number format: Use E.164 (e.g., `+91XXXXXXXXXX`).
1. Availability: You are Logged in and Available in the Web Panel.
1. Browser: Latest Chrome/Edge/Firefox; disable VPN/proxy for the test.
1. 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.

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## 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.

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## 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.

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### 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.

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## 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 |

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## Escalation

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