How do I respond when a client can’t initiate a Webcall via the MyOperator Click-to-Call extension?

How do I respond when a client can’t initiate a Webcall via the MyOperator Click-to-Call extension?

⚡ Quick Response (Client-Facing Script) "Sir/Ma’am, we understand that you're facing an issue while initiating a Webcall through the MyOperator Click-to-Call extension. This generally happens due to temporary cache issues in the extension. We’ll help you resolve this quickly by clearing the extension cache. Please follow the steps in the guide shared below."



1. Action to be Shared with the Client

Kindly ask the client to clear the cache of the MyOperator Click-to-Call extension by following the guide below:

📄 Click-to-Call Cache Clearing Guide (Windows & Mac): https://drive.google.com/file/d/1XCrmo2TZwUREkl5YSHO2ekKFVWrExwLg/view



2. Additional Context (If Needed During Conversation)

  • The Click-to-Call extension works by opening the Webcall window to initiate calls.
  • Cache-related issues may prevent the Webcall window from opening or initiating calls properly.
  • Clearing the cache refreshes the extension and resolves most initialisation failures.


3. Internal Notes for Agents

  • This is the primary (L1) troubleshooting step for Click-to-Call Webcall issues.
  • In most cases, this resolves the issue without further intervention.
  • If the issue persists:
    • Check if the Webcall window is opening and SIP is connected (green indicator).
    • Proceed with technical escalation as per SOP.