Why do calls fail in Communicator for the web?

When calls won't connect in Communicator for the web, look at your account settings, your browser and your audio setup. Work through the checks below in order.

This feature needs the Communicator apps add-on on your account. See plans and pricing

Some labels in your portal or apps may look slightly different from this guide.

Read the error first

If the failed call shows Call failed and Incompatible SDP, a setting the web app needs for calls is missing from your extension or the phone system. Nothing in your browser will fix that one. Send the message to your admin, who asks CallSprout support to fix it. The last section of this page explains what support checks.

Checks you can do yourself

1. 1
   Step 1:

   Use a supported browser

   Open the web app in Chrome, Edge, Firefox and Safari. If you're on another browser, switch and try the call again.
2. 2
   Step 2:

   Check which device places your calls

   Open Settings, then Phone, then My Phones. To talk through your computer, turn on Use softphone. If the options are locked, your admin has set the device for you.
3. 3
   Step 3:

   Check your microphone and speakers

   Open Settings, then Audio, and choose the microphone, speakers and ringing device you're actually using.

Calls don't ring in Safari

Safari may stay silent when a call comes in until you let the web app play sound. In Safari, open Settings (called Preferences in older versions), go to Websites, then Auto-Play, and set the web app's site to Allow All Auto-Play.

Settings CallSprout support checks

For calls to work in a browser, three things need to be in place. If any one is missing, calls fail with the incompatible SDP error. CallSprout support turns all three on.

• WebRTC is turned on for the user's extension.
• The Opus audio codec is allowed on that extension.
• Secure connections (TLS) are turned on for your phone system.

If you're the admin, send support the user's extension and the error message, and ask them to check all three.

Still failing?

Contact support and include the time of the failed call, the number you dialed, your browser and its version, and the exact error message. A screenshot of the error helps.