CloudTalk Phone displays several user statuses to show your current availability in the app. This article explains what each status means and how they affect your calling experience.
User Level:
Admin, Supervisor, Analyst
Online Status
The green filled circle indicates that you are online and fully available. All functions of the app are active, including the dialer, calls, and contacts.
Offline Status
The red circle indicates that you are offline. While offline, you cannot make or receive calls until you reconnect.
Custom Idle Status
Idle status lets you stay logged in while signaling that you’re not actively available. By default, inbound calls may still ring, depending on your group and routing setup.. This status is especially useful if you need to focus on admin work, take a break, or step away from calls temporarily.
Idle Status Type and Status Name
Since the Idle status covers so many different situations, we have introduced the option for agents to select or customize a description for their idle status change. In our data, we refer to this descriptor as the status name.
Where can I see Status name in my Analytics?
In real time agent reports, admin and supervisors can select one or more groups to see a table with agent status information. There are separate columns for the Status type and Status name. Only the type idle may have a Status name which differs from the Status type, since status types of online and offline do not provide the option for agents to add additional context.
This means that giving agents the option to write-in their own status name will not complicate your data. The status type of idle does not change. Status name serves only to provide additional context for why an agent has set this status type.
Example: Status Type vs. Status Name
Say there are five agents in a group. Three agents have set their status to idle. Of these three "idle" agents, one did not add or choose a description for her idle status, the second was completing mandatory training, and the third was taking part in a monthly meeting. Your data columns might look something like this:
Agent name | Status type | Status name |
Christie A. | online | Online |
Susie B. | idle | Busy |
Marcel | idle | Training |
Angelo C. | offline | Offline |
Jon | idle | Meeting |
Busy is the default Status name when a description is not chosen or entered for an idle Status type.
How do I add an explanation for my Idle status?
To access this feature, we must use the CloudTalk Phone desktop app.
After logging into the desktop app, tap the profile icon.
In the upper right corner is your status. You can manually change this status by tapping it. Select Set yourself as Idle.
A prompt appears, where you can type in your own short description or select one of the predefined reasons:
Busy
Break
Lunch
Meeting
Training
Click Save after choosing or entering a description. If you don't want to add a description, your idle status will default to Busy. Remember to manually change your status when it no longer applies!
Your status is always visible from your profile page. Be aware that what you set as your idle status will remain until you manually change it. Logging out and back in will change your status to Online.
💡 Tips for Custom Idle Descriptions
Keep your descriptions short: the limit is 30 characters (including spaces). If you reach the limit, the green counter beside the text box will change to red
0/30.Save time by reusing recent statuses: we automatically store the last four custom descriptions you created on the interface you’re logged into.
"Waiting for Server" Status
When you first log into CloudTalk Phone or restart the app, you may notice a green circle with no fill (donut icon) instead of the usual solid green dot.
This means you are "almost online":
You are logged in, but your session has not yet fully registered with CloudTalk backend services.
During this short period, some functions may be limited, for example, the dialer may not place calls correctly.
Once the connection to the server is complete, the icon changes to the normal green filled dot. This process usually takes only a few seconds, but in rare cases it can last up to a minute.
FAQ
Can I make calls while in the Waiting for Server state?
Some features may not work correctly until the status changes to the solid green dot. We recommend waiting until you are fully online before placing calls.
How long does my Idle status description stay like that? Is there a time limit?
You must manually change back your
Idlestatus when it no longer applies. It will not "expire" by itself unless you log out and back in (status changes toOnline).
Why are my four most recent custom descriptions not what I remember, or missing?
Your recents save based on where you made them. Your recent custom statuses are saved per interface (desktop app vs browser). If you log in on another device, you may not see the same recents.
Can I copy/paste emojis into my custom status description?
Yes!
Why can't I find the status change option on my CloudTalk Go mobile app?
This feature is currently only accessible via our desktop app.
Have more questions? Contact our Support team. We're always happy to help!