Call Summary

How it Works

Getting Started

Supported Regions

Caller ID Setup

Phone Trees and Extensions

Making Calls

After the Call

Troubleshooting

• Verification

  • Verification call not calling clinic

  • Call times out
• Making Calls
  • "Unable to create Conference Call" error
  • Recording of your voicemail
  • Change of number not saving

What is Call Summary?

With our latest feature, you can now use the Talkatoo app on your own phone to call clients, and at the end, have a summary created automatically.

Don't worry, after quickly verifying the number, you can choose to have the call originate from another number, such as the clinic number, so you aren't giving out your personal cell number. 

How it Works

First you will verify the number you want to show up as caller ID.  This is done by entering your own number and the number you wish the call to appear to come from.  A call will be made to the Caller ID number to verify that you have permission to use it.  

Once your Caller ID number is verified, you make a call from the app, and you will receive a call connecting you to the conference call with the client number you just dialed.  

The conversation will be recorded and transcribed, and then a call summary will be automatically generated!

Getting Started

If you don't have the Talkatoo app yet, search Talkatoo in your app store or find it here.

Once you've installed it, log in with your Talkatoo credentials.  

Supported Regions and Area Codes

At this time, Talkatoo can only work in the following locations and area codes. 
If you are located outside of these places, or have an area code not listed, please let us know.  There is no guarantee we can make it work, but it may be possible. 

 

Caller ID Setup

To get started using Call Summary, you have 2 options:

1. Use our built-in generic number to get up and running right away.  
   Use Generic Number
2. You can do a 1-time verification of your clinic phone number, and then all calls you make will appear to come from the clinic. Verify Your Number

Use Generic Number

We have setup a phone number that you can use to make calls from the Talkatoo app.  You can always verify your own number later, but this is a great way to get up and running right away, or if you are having any trouble with verifying your own number.

Calls will show up as VETERINARY CLINIC on Caller ID, and it will still hide your cell phone number. 

If the client happens to call that number back, there is a message letting them know it's not a valid phone number, and to call their veterinary clinic directly.  

The number is already verified, so you don't have to do anything other than type it in. 

To use this generic number, follow the steps below, but enter +1 855-439-6457 in the Caller ID box. 

 

Verify your Clinic Phone Number

If you want to use your clinic phone number as the Caller ID, so that clients see your name and number, and can easily call back, follow these steps to verify the number. 

To verify the number: 

1. Click the new phone icon on the top right of the app page and you should see this screen. 
   1. Note: If you have previously attempted to verify, and this button only brings you to a dialpad, click Settings (top right), then Verify A Caller ID Number. 
   
2. Enter the phone number where you will take the calls:
   As mentioned above, when making a call from the app, you will receive a call and the customer will be called after you join.  You must provide a number you can be reached at right then, usually either your cell phone or desk phone.  If you plan to make calls on your cell phone, enter that number. If you have a phone at your desk, you can use that number as long as you have either a direct phone number, or an extension that you can be reached at.    
3. Enter the number the customer should see:
   For security and privacy reasons, before you use a number as your caller ID, you must prove you have access to it. In most cases this will be the clinic number, so enter it here. 
   

   On iOS devices, ensure you are adding the 1 at the beginning of both numbers, or the appropriate country code).

4. If needed, enter the number to bypass your phone tree that a client would hear when they call your clinic.  Skipping this step is the number one reason verification calls fail.  Learn More

5. Click Verify Number.  You should see a 6 digit pin appear on screen and within a few seconds, receive a call asking you to enter the pin. Type the 6 digit pin showing on the app screen into your phone when prompted, and you will hear "Successfully Verified". 
6. That's it, your number is verified and you can now make calls from the app. 

Handling Phone Trees and Extensions

Extension

If someone calls your clinic, and it takes them to a phone tree - eg press 1 for Rx refills, 2 for Reception etc" , you need to add this number in the extension field for the Caller ID.  

If you aren't sure, but your call is not coming through, call your clinic yourself to see. 

Our phone system making the call doesn't know anything about your setup, so you need to give it instructions, just like you would a person.  

Pause

If you have the correct number in the Caller ID extension, but the call is still not coming through to the main Clinic line, you may need to tell it to wait additional time before pressing the extension button as these phone systems are meant for humans, so do not expect the button to be pressed immediately.  

A half second pause can be added by entering a comma (,).

To find the comma on the dial pad, press the button on the lower left, below the 7. 

You might have the comma, Pause or both, but they will do the same thing. 

To start, you can try adding 6 commas before the extension number, for a 3 second pause.

If that still does not work, try it again and add as many as you can fit, while still having the extension number.  There is no harm in having too many.

Note that this part may require some trial and error.  If you are struggling to receive a call, it is highly recommended you call the number yourself to test it out.  You may find you need a longer pause than you thought, in which case you can add more commas.  

Making a Call

Once you have verified your number, go to the Call tab and you should now see a dial pad instead of the previous verify screen.  You can dial the number of the person you want to call from here. 

You will receive a call within a couple of seconds to join the conference call.  Answer the call, and within a few seconds you should hear it ringing for the client you are calling. Have the conversation and hang up as normal.

After the Call

Once you hang up the call, a note is created from the conversation, and you can find it by going to the Note Inbox on any device you're logged into, including mobile, desktop, or the Talkatoo Web Portal. 

If you're familiar with the auto-soap note process, the note will be automatically submitted, so you do not need to manually submit it, nor can you add directly to it.

At this time, you are not able to edit or customize the call template, so if you need to edit the note, you can do so in the portal, or once you've copied and pasted it to your software. 

Troubleshooting

There are a couple of common issues when setting up and using the Call Summary feature.

The first thing we would ask you to do is submit a bug report so that we can investigate and fix any issues that arise. 

• Click the Settings button on the top right, then click Report a Bug.
• This will open an email (on Android, you have to choose Email at the bottom)
• Put a brief description of the issue, and any relevant screenshots, and then send (the logs are automatically attached). See this article for more information on logs. 

Verifying

Verification Call not Coming Through 

If you press Verify Number, and you see a PIN for close to a minute, but no call,  and then you get a message saying that it could not verify:

1. Check whether you have accounted for any extensions and delays required for the extension.  Try adding more commas.  This is the issue nearly every time.
2. Quit the app and relaunch it. 
3. Check the App Store to ensure it's up to date.  You can tell if it's not, because instead of saying Open, it will say Update on the install page. 
4. Sign out of the app and then back in. 
5. Reach out to our support team via phone, chat or email. 
   
   

Call times out before entering PIN

If the issue is that you receive the call, but do not have time to enter the pin before it times out:

1. Add commas to the end of the extension to give you more time.  
   If you already have an extension being used, add the commas at the end of what you already have. e.g. if your extension box currently looks like: ,,,,1   make it: ,,,,1,,,,,

 

Troubleshooting Calls

If you have successfully verified the number, but you're having trouble making calls, there can a couple of different issues, depending on what happens. 

Not Receiving the call but get Call Summary recording with your voicemail

If you try to make a call, and your cell phone doesn't ring, but a short time later you get a recording with part of your voicemail, that means that everything is working from our side, but something on your phone or your provider prevented it from coming through.  That could mean several things, so here are some things to check:

1. Add +12073094791, the number that calls you, as a contact and mark it as a favourite, if that's an option. Be sure to give it a name you'll always recognize. 
   1. Once you've added the contact, click into the contact, and ensure that it is not Blocked.  If it's blocked, you will see the option to Unblock - click that if you see it.  It should give you the option to Block Contact - that means it's not currently blocked.  
      This is usually the problem, and is something that seems to happen automatically, likely because our number is technically a commercial phone number, so certain providers tend to be a bit overzealous in blocking anything that can be seen as an unwanted call.  
2. Make sure your phone rings by calling your cell phone from a different phone to ensure it is otherwise working.  If not, ensure you have cell service in your current location.  
   
3. Check to see if you have Do Not Disturb, or Focus enabled - both of which can prevent calls from coming through.This setting can prevent calls, sending them directly to voicemail. 
   Try disabling it, then making another call.
   
   Note that different phones and operating system versions may be slightly different. 
   1. on an iPhone:
      1. Go to Settings > Focus > Do Not Disturb.
      2. Under Allowed Notifications, click People.
      3. Select the contact for Talkatoo that we added. By default, favourited contacts are allowed, so this step may be redundant.
         
   2. On an Android:
      1. Go to Settings > Modes > Do Not Disturb
      2. Under the Notification Filters section, choose the Contact we added.
         
   
   Now try re-enabling your Do Not Disturb setting as you normally have it set, then place another call. 
4. If the above does not help, it may be your cell phone provider blocking the call itself.  
   1. For instance, Verizon has an app called Verizon Call Filter (or sometimes just Call Filter) frequently pre-installed.  It may also be under the My Verizon app. You can try opening the Verizon Call Filter app or the My Verizon app and add the Talkatoo contact you added as a safe or allowed contact.  You can also look in the recent list on the app, find 12073094791 and mark it as Not Spam. Other carriers may have similar software. 
   2. Try to make another call.  If it's still going straight to voicemail, you can reach out to us for assistance - we may still have to refer you to your carrier, but we can check that there is nothing else wrong. 

Call Fails instantly - Can't Create Conference

This error usually means the Where you will receive calls field is blank. 

1. Ensure your number is filled in and correct:
   1.  Click Settings on the top right and then choose Verify a Caller ID number. 
   2. Make sure the number in the top box, labeled Where you will receive calls is the correct phone number (usually your cell phone).
   3. Important: Click the pencil icon beside the Caller ID box (even if you have not changed the Caller ID number).
   4. Click Verify Number to save the changes (it will not call you to verify again unless you have changed the Caller ID number). 
   5. Try to make another call.
      
      

I changed the number, but it did not save:

If you've changed the Where you will receive calls in the App, but calls are still going to the old number and the app still shows the old number, it's because of a special way that number needs to be updated.  

1. After updating the number field, click the pencil icon beside the Caller ID box (even if you have not changed the Caller ID number).

1. Click Verify Number to save the changes (it will not call you to verify again unless you have changed the Caller ID number). 
   
   

If you've tried the above, and are still having issues, please reach out to our support team via phone, chat or email. 

As always, as these results are being generated by artificial intelligence, it's very important you proofread the generated note to verify their accuracy.