For CloudTalk Phone Users

When a call comes through to an available agent using CloudTalk Phone for desktop, a notification in the form of a small popup will come onscreen, prompting the user to react.

The behavior which follows upon clicking the notification will depend on what setting preferences have been chosen through the app. Either the call will be answered automatically, or the app will be brought to the forefront of the screen as the call rings, allowing the user to decide the next step.

If chosen to Focus, the CloudTalk Phone app will be brought to the front of whatever other programs the user has open. Once answered, the call can be continued normally through the app.

How to Change App Settings

Start from the CloudTalk Phone app, which should default to a dialer screen once logged in. Clicking on the small logo of three stacked lines labeled ‘More’ in the bottom right corner of the screen, select Settings.

Scroll down the Settings options. Users can toggle on/off an option to Bring the phone to the foreground when ringing as well as adjust the Notification click behavior. The latter is what determines the action which follows clicking a notification.

Select the radio button to Bring the app to the foreground when a notification is clicked or to Pick up a call.

For Dashboard Users

Desktop notifications will still appear for agents strictly using the Dashboard, so long as the logged-in agent is set as available. A popup will appear to show a call in progress, detailing the time elapsed, the contact call, and the contact’s number, as well as the company number being called through.

Clicking Caller detail will expand the detailed snapshot of the contact calling if any such information is stored in CloudTalk.