CloudTalk Navigation Video

Hi everyone. In this video, I will walk you through how to access and navigate CloudTalk.

We will cover how to log in, open the CloudTalk phone, update your status, receive an incoming call, place an outbound call, select the correct facility number, complete the outbound call outcome, and send an outbound S.M.S.

This video focuses only on navigating the platform. The full call-handling process and communication standards are covered in a separate training.

“When you are added as a CloudTalk user, you will receive a welcome email from CloudTalk. Follow the instructions in that email to access your account.

Navigate to the CloudTalk login page and sign in using your assigned work email or Google account.

Always use your own account. If you do not receive the welcome email or experience difficulty logging in, notify your supervisor or the designated CloudTalk administrator.

“Once you are logged in, you will arrive at the CloudTalk dashboard.”

To open the dialer, navigate to the top-right corner and click the phone icon labeled 'Open CloudTalk Phone.'

A window will appear asking whether you want to open the CloudTalk application or launch the phone in your browser.

You may use either option. The downloaded application and browser phone function in almost the same way. For this demonstration, I will launch the phone in the browser."

“This is the CloudTalk dialer. This is the main area used to receive inbound calls, place outbound calls, and access your assigned facility phone numbers.

Here, you can see the dial pad, the phone-number field, the call button, your current status, and the facility number that will be used for an outbound call.

Keep the dialer open and easily accessible throughout your shift."

"When the CloudTalk phone first opens, your status may show as 'Offline.'

Before you can receive inbound calls, click on your current status and select 'Online.'

Online means that you are at your computer, available, and ready to receive and answer calls."

"If you are not available to answer calls, change your status to 'Offline.'"

You must set yourself offline when your shift ends, when you step away from your computer, when you are on an approved break, when you are attending a meeting, when you are completing another approved activity that prevents you from answering, or when instructed by your supervisor.

When you return and are ready to receive calls again, change your status back to 'Online.'

For now, the only CloudTalk statuses we will use are Online and Offline."

“When an inbound call comes through, the incoming-call window will appear in the CloudTalk phone.

The screen may display the caller's phone number, name, facility information, or contact details when that information is available.

If the caller is already saved in HubSpot, CloudTalk may display the saved contact name and provide a link to the HubSpot contact.

"To answer the call, click the green answer button."

If you are online and available, you are expected to answer the call. Do not select the decline button. If you are unable to receive calls, you should have already changed your status to Offline.

"Once the call is connected, CloudTalk will display the active-call controls."

From here, you can view the call duration and access the controls available to you, including mute and the red end-call button.

When the conversation is complete, click the red button to end the call. Confirm that the call has fully disconnected before moving on."

"After an inbound call, CloudTalk may display an option to add a tag. However, no call-outcome tags should be available for inbound calls."

The outcome tags covered later in this video apply only to live outbound calls."

“Before placing any outbound call, you must confirm which facility number you are calling from.”

Each facility has one dedicated CloudTalk phone number. If you work with multiple facilities, you may see several numbers in your dropdown list.

Click the facility-number dropdown, scroll through the available numbers, and select the number belonging to the facility connected to the call.

Always complete this check before dialing. If you change from working on one facility to another, you must also change the selected number."

“For example, if I am returning a call for Encore at Wilmington, I must select the Encore at Wilmington number before calling. I must not return that call using another facility's number.”

"To place an outbound call, you can enter or paste the phone number into the dialer."

If the person is already saved as a contact, you may also search for the person by name or phone number and select the correct contact from the results.

Before clicking the call button, complete one final check that the correct facility number is selected."

"You may also use the call history in the CloudTalk phone to locate one of your recent calls.

Open the call-history area, find the correct caller, and select the callback option.

Before returning the call, confirm the facility involved and make sure the matching facility number is selected.

"At the end of every live outbound call, CloudTalk will ask you to select an outcome tag."

The available outbound outcomes are:

Call Connected.

Left Message.

No Answer.

or Wrong Number.

Select the outcome that accurately describes what happened during the call and then save it before moving on to the next call."

“These outcome tags apply only to outbound calls. Selecting and saving the correct outcome confirms the result of your contact attempt.”

"CloudTalk may also be used to send an outbound S.M.S. This is outbound communication only. Incoming S.M.S messages are not monitored and staff should not use CloudTalk as a two-way text conversation.

To send an S.M.S, open the messaging area and select 'New Message.'

“Select the facility number that the message must be sent from. Just as with calls, the outgoing number must match the correct facility.”

Next, enter or select the recipient's phone number, type your message, review the facility number and recipient, and then click 'Send.'"

For example:

“Can you please cover the 11 PM shift today? Please log in to DropStat to accept the shift or call us back. Do not reply to this message, as this mailbox is not monitored.”

“Messages should direct the recipient to call the facility's scheduling number or complete the required action in DropStat. Do not ask the recipient to reply by S.M.S.”

"At the end of your shift, complete a final CloudTalk check."

Confirm that you are not on an active call. Complete and save any outstanding outbound call outcome. Then change your status from Online to Offline.

Do not leave your status online after your shift has ended, as calls may continue to route to you."

“You now know how to log in to CloudTalk, open the phone, navigate the dialer, change your status, receive an inbound call, select the correct facility number, place an outbound call, complete the outbound call outcome, send an outbound S.M.S, and finish your shift correctly.”

Remember: stay Online only when you are available to answer, never decline an inbound call, always verify the facility number before calling or sending a message, and save the correct outcome after every live outbound call.

Please refer to the separate Call-Handling Standards training for guidance on what to say, required response times, documentation, callbacks, and escalation procedures.

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