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This article helps when incoming calls ring on your phone (CloudTalk Go) but the CloudTalk desktop app doesn’t ring or show a notification.
User level: Agent, Admin, Supervisor

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Symptoms

  • Incoming calls ring in CloudTalk Go on your phone, but nothing happens in the desktop app.
  • You don’t hear a ring or see a call notification on your computer.
  • The calls later appear as missed calls.

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Why it happens

The desktop app can occasionally keep a previous call open in the background after it has ended. While that happens, CloudTalk treats you as busy, so new calls are not offered to the desktop app, even though your notification settings are correct.

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How to fix it

  1. Fully quit the desktop app. Closing the window isn’t enough: right-click the CloudTalk icon in the system tray or dock and choose Quit.
  2. Open CloudTalk in one place only. Before you log back in, close any other CloudTalk windows or browser tabs on the same computer.
  3. Log back in and check your status. Make sure you’re Online and not still in after-call work from a previous call. See User status in CloudTalk Phone and After-call work.
  4. Make a short test call to your number to confirm the desktop app now rings.

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Other things to check

  • Desktop notification settings: see Desktop notifications.
  • Incoming calls notification: an admin can check this setting in the user’s Advanced Settings. It controls whether incoming calls are shown when the app is running in the background. See How to add new users.

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If it keeps happening

Contact CloudTalk Support and include:
  • The exact date and time of a call that didn’t ring on desktop
  • Your operating system and CloudTalk app version
  • How many CloudTalk windows, browser tabs and devices you had open at the time
Need help or have a question? Just reach out through our Support portal — we’re here for you.