The video won’t play. Says it’s private.
I don’t understand why she would be so distressed over putting the call through. Big whoopty do. It was a prank. Sounds to me like either Kate or the royal brigade reamed her out for it and that’s what got her so upset. Not enough info in the article to know what happened.
She was the laughing stock of the world for a moment. In her mind she had no way to bounce back. She couldn't just "laugh it off:" it would always follow her. I'm sure it destroyed her professional concept of self.
It's deeply saddening. Such pranks are not funny.