Activities

Activities Overview

Activity Logs

Activity Quality Insights

Call Log Details

Call Log Flag

Call Scoring and Reporting Tags

Deleting Call Recordings

Desk Mode

Dial Status

Emailing a Call

Exporting the Call Log

Filters

Log Flag

Notes and Call Scoring in the Softphone

Preventing Unwanted Activities on Your Numbers

Saving Filters

Stop Accepting Calls

Using Tags to Organize Activities

Visitor Detail Panel

What is the Likelihood/Accuracy Score?

Desk Mode

Filters

Log Flag

Preventing Unwanted Activities on Your Numbers

Saving Filters

Using Tags to Organize Activities

Desk Mode

Filters

Log Flag

Preventing Unwanted Activities on Your Numbers

Saving Filters

Using Tags to Organize Activities

Desk Mode

Filters

Log Flag

Preventing Unwanted Activities on Your Numbers

Saving Filters

Sending and Receiving Text Messages

Using Tags to Organize Activities

Contacts

Blocking Callers

Bulk Text Messages

Do Not Call / Do Not Text

Contact Lists

Flows

Flows Overview

Automation

Agent Reminder Setup

Adding and Managing Auto Dialer Contacts

Auto Dialers

Running Auto Dialers

Lambda Functions

Agent Reminder Setup

Triggers

Chats

Chat Translations

Facebook Messenger Chat Integration

Intercom Chat

Languages Supported by Chat Translations

Chat Overview and Set Up Instructions

Chat Widgets

How to Use Chat

Forms

Click to Call Form (FormReactor)

Integrating CTM FormReactor with HubSpot

Integrating FormReactor with Web Applications Using Zapier

Click to Call Form (FormReactor)

Routing

After Hours Message for Callers

Best Practices for Softphone and SIP

Fail-safe Number

Forwarding Calls to Receiving Numbers

Forwarding from a Toll-free number to another Toll-free number

Managing Audio Files

No Answer Routing

Receiving Numbers

Routing to a SIP Client

Seven-Digit (Local Format) Dialing

SIP Setup

Call Scripts

Geo Route Phone Calls Based on Caller's Location

Agent Routing

Agent Routing Rules for Queues

Calls Per Second (CPS)

Enabling Operator Mode in Queues

Post Call Customer Surveys

Post Call Survey

Queue Call Waiting (Hold and Waiting Messages)

Queue Connection Options

Queue No Answer Routing

Queue Routing Options

Queues

Creating and Applying Schedules

Troubleshooting Schedules

Smart Routing

What You Need to Know About Smart Routing

Creating Voice Menus (IVRs)

Using Voice Menus to Make a Directory

Voicemail

COVID-19

Adding New Users

Agent Routing

Auto Dialers

Best Practices for Softphone and SIP

Chat Overview and Set Up Instructions

Click to Call Form (FormReactor)

Conference Calls and Transfers

Configuring Call Center and Open CTI Softphone (Salesforce Lightning)

Creating Voice Menus (IVRs)

Enabling Text Messaging (SMS)

Exit Phone Tracking

Exporting the Call Log

Porting Numbers to CallTrackingMetrics

Queue Routing Options

Queues

Quick Link Filters

Real-Time Agents Reports

Softphone Guide

Teams (Phone Settings)

Update Billing Re-Charge Settings

Integrations

Integrations Overview

Drift

Drift Integration

ABTasty

ABTasty Integration

Acquisio

Integrating CallTrackingMetrics with Acquisio

AMP

Installing the Tracking Code for AMP (Accelerated Mobile Pages)

Bing

Integrating CallTrackingMetrics with Bing Ads

Recorded Webinar: The Big Bing Conversion

Bizible

Integrating CallTrackingMetrics with Bizible

Cake

Integrating CallTrackingMetrics with CAKE

Facebook

Facebook: Audiences, Forms, and Ads

Integrating CallTrackingMetrics with Facebook

Setting up the Facebook integration

Gong i.o

Gong Integration

Google Ads

Auto-Tagging for Google Ads Call Tracking

Call Tracking for Ad Extensions

Discover Google Ads Direct Connect [Recorded Webinar]

Google - iOS Campaign 14 Measurement

Google Ads and Analytics Troubleshooting

Google Ads Direct Connect Troubleshooting Tools

Google Ads Integration for Call-Only Ads and Call Extensions

Google call details forwarding for call ads

Google Call Extensions and Call-Only Ad Troubleshooting

Google Forwarding Numbers

Linking to Google Ads Direct Connect

Set Up Google Integrations

Transitioning from Google Analytics conversion goals to Google Ads Direct Connect Conversion actions

Google Analytics

Creating a Goal in Google Analytics

CTM and GA Integration - Understanding the fourth toggle

Events in Google Analytics

Google - iOS Campaign 14 Measurement

Google Ads and Analytics Troubleshooting

Google Forwarding Numbers

Linking CTM with Google Analytics

Set Up Google Integrations

Setting up CTM's integration with Google Analytics & Ads.

Setting up Goals in Google Analytics

What Data is Sent to Google Analytics

Google Data Studio

How to Use Google Data Studio with CallTrackingMetrics

Integrating CallTrackingMetrics with Google Data Studio

Google Marketing Platform

Integrating CallTrackingMetrics with Google Marketing Platform

Hubspot

Integrating CallTrackingMetrics with Hubspot

Integrating CallTrackingMetrics with HubSpot (Legacy)

Integrating CTM FormReactor with HubSpot

Instapage

Integrating CallTrackingMetrics with Instapage

Kenshoo

Integrating CallTrackingMetrics with Kenshoo

Kissmetrics

Integrating CallTrackingMetrics with KISSMetrics

Mailchimp

Integrating CallTrackingMetrics with Mailchimp

Marin Software

Integrating CallTrackingMetrics With Marin Software

Marketo

Integrating CallTrackingMetrics with Marketo

Microsoft Dynamics

Integrating CallTrackingMetrics with Microsoft Dynamics

Optimizely

Integrating CallTrackingMetrics with Optimizely

Oracle Maxymiser

Integrating CallTrackingMetrics with Maxymiser

Salesforce

Assigning Salesforce Campaigns to Tracking Sources

Associating CTM Agents to Salesforce UsersOnce you have set up your CallTrackingMetrics account Integration to Salesforce you can associate your CTM agents to users in Salesforce. When you associate the Salesforce user and when the agent receives a phone call their Salesforce user is assigned to the record. This can be helpful when the agents take calls they can see the caller as a lead associated in Salesforce. Records will be updated during or after the call.

Configuring Call Center and Open CTI Softphone (Salesforce Classic)

Configuring Call Center and Open CTI Softphone (Salesforce Lightning)

Importing Past Calls to Salesforce

Integrating CallTrackingMetrics with Desk.com (Salesforce Desk)

Integrating CallTrackingMetrics with Salesforce

Resizing the Softphone in Salesforce Lightning

Salesforce - Creating Tasks for Phone Calls

Salesforce - Record Creation and Matching

Salesforce Trigger Concepts

Using Salesforce Triggers

SendGrid

Integrating CallTrackingMetrics with SendGrid

Slack

Integrating CallTrackingMetrics with Slack

SnapChat

Snapchat Integration

Stripe

Integrating CallTrackingMetrics with Stripe

SugarCRM

Integrating Your Account with SugarCRM

Symplify

Symplify Integration

Unbounce

Integrating CallTrackingMetrics with Unbounce

VWO

Integrating CallTrackingMetrics with Visual Website Optimizer (VWO)

Wix.com

Installing the Tracking Code on Wix Sites

WordPress

Using the WordPress Plugin

Zapier

Integrating FormReactor with Web Applications Using Zapier

Integrating with Other Software Using Zapier

ZenDesk

Integrating CallTrackingMetrics with ZenDesk

ZOHO

Integrating CallTrackingMetrics with Zoho CRM

Integrating CTM with Zoho Using Zapier

General

API Logs

How to Contact CallTrackingMetrics Support

How to Use the CallTrackingMetrics Ticket Portal

Understanding Attribution by CallTrackingMetrics

Help Center

Adding a new post to the CallTrackingMetrics Community

How to join Calltrackingmetrics Help Center

How to Submit a Support Ticket in the Ticket Portal

Numbers

Numbers Overview

Management

Call Scripts

Call Transcriptions

Caller ID Settings

Configure Call Settings

Determining Exact Location of Canadian Numbers

Formatting A Number

Forwarding Calls to Receiving Numbers

Forwarding from a Toll-free number to another Toll-free number

Guide to Porting Numbers

How Many Tracking Numbers Do I Need?

Keyword Spotting

Port Rejection Troubleshooting

Porting Numbers Away from CallTrackingMetrics

Porting Numbers to CallTrackingMetrics

Receiving Party Whispers

Releasing a Number

Source Announcement Troubleshooting

Why do some phone numbers have an address requirement?

Buy Tracking Numbers

Determining Exact Location of Canadian Numbers

How Many Tracking Numbers Do I Need?

Number Requests (Toll-free, Vanity, and Out-of-Stock Area Codes)

Short Codes

Why do some phone numbers have an address requirement?

Advanced Call Recordings (Recording Toggles)

Call Transcriptions

Caller ID Settings

Configure Call Settings

Enhanced Caller ID

Keyword Spotting

Legal Issues Associated with Call Recording

Managing Audio Files

Receiving Party Whispers

Secure Call Transcription (PCI, SSN, PII Detection & Redaction)

Source Announcement Troubleshooting

Spam Detective and Blocking Spam Calls

Troubleshooting Calls with No Audio

Verified Caller ID

CallTrackingMetrics Faxing Service

Port Rejection Troubleshooting

Porting Multiple Numbers to CallTrackingMetrics

Porting Numbers Away from CallTrackingMetrics

Porting Numbers to CallTrackingMetrics

Fail-safe Number

Forwarding Calls to Receiving Numbers

Receiving Numbers

Enabling Text Messaging (SMS)

Short Codes

Fail-safe Number

Formatting A Number

Forwarding Calls to Receiving Numbers

Forwarding from a Toll-free number to another Toll-free number

How to Set Up the Dial Directory

Moving Tracking Numbers Between Accounts

Receiving Numbers

Releasing a Number

Restoring Released Tracking Numbers

Dynamic Numbers

Auto-Tagging for Google Ads Call Tracking

Create Custom Tracking Sources

Create Target Numbers

Determine Tracking Number Allocation

First and Last Touch

GeoContact Number Insertion

How Does Dynamic Number Insertion Work?

How Many Tracking Numbers Do I Need?

How to Prevent Number Swapping

Install CTM Tracking Code

Installing the Tracking Code in Magento

Installing the Tracking Code on Your Website

Installing the Tracking Code with Google Tag Manager

Overview of Tracking Sources (Advertising Channels)

Swapping Numbers in Images

Testing Number Swapping

Tracking Code Cookies

Tracking Numbers and Email Campaigns

Tracking Source Positions

Training - Tracking Source

Troubleshooting Number Swapping

Create Target Numbers

Target Numbers

How to Prevent Number Swapping

Install CTM Tracking Code

Installing the Tracking Code for AMP (Accelerated Mobile Pages)

Installing the Tracking Code in Magento

Installing the Tracking Code on Wix Sites

Installing the Tracking Code on Your Website

Installing the Tracking Code with Google Tag Manager

Pausing the Tracking Code

Swapping Numbers in Images

Testing Number Swapping

Tracking Code Cookies

Troubleshooting Number Swapping

Using the WordPress Plugin

Assigning Salesforce Campaigns to Tracking Sources

Create Custom Tracking Sources

Creating a Tracking Source

Creating Tracking Sources By Google Ads Campaign

First and Last Touch

Overview of Tracking Sources (Advertising Channels)

Tracking Numbers and Email Campaigns

Tracking Source Positions

Reports

Reports Overview

Analytics

Accuracy Report

Activity Reports

Filters

Period vs. Globally Unique Callers

Saving Filters

How to Use ROI Reporting

Contact Center

Agent Status

Real-Time Agents Reports

Reports Delete

Accuracy Report

How to Use ROI Reporting

Period vs. Globally Unique Callers

Usage

Account Usage

View Charges and Usage For Account

Report Settings

Call Transcriptions

Keyword Spotting

Scheduling Reports to Be Emailed

Set Up Notifications

Call Transcriptions

Keyword Spotting

Settings

Settings Overview

Account Management

Account Security Features

Ad Tagging For Tracking Bing Paid/Adcenter Calls

API Keys

Architecting for HIPAA Compliance

CallTrackingMetrics Tools for CCPA Compliance

CallTrackingMetrics Tools for GDPR Compliance

Copying Settings

Frequently Asked Questions: Sales Tax

Google Number Disapproved or Not Verified

Managing Audio Files

PCI Compliance

Presets

Transferring Accounts (Moving Accounts into or out of Agencies)

Current Account

Account Audio Access

Agent Status

Automatically Delete Recordings

Calltrackingmetrics Technical Support PIN

Canceling an Account or Agency

Customizing Hold Music

Security Options for Call Recordings

Set Time Zone for Account

Stopping Incoming Calls

Upgrading Your Account Plan

Account Billing Logs

Adding a Backup Payment Method

Adding a New Payment Method

Agency Shared Billing VS. Individual Sub-Account Billing

Billing Address for Statements

Billing Notifications

Frequently Asked Questions: Sales Tax

How does price per minute work?

How does the available balance system work?

Printable Statements

Receipts

Refund Policy

Scheduling Invoices

Special International Per Minute Pricing

Update Billing Re-Charge Settings

View Charges and Usage For Account

Change History and Versions

Creating Custom Ringtones

Dark Mode

Contact Management

Contact Lists

Parent/Agency

Account Logos and Themes

Account Security Features

API Keys

Architecting for HIPAA Compliance

CallTrackingMetrics Tools for CCPA Compliance

CallTrackingMetrics Tools for GDPR Compliance

Custom Domain Whitelabeling

Overview of Affiliate Program

PCI Compliance

Redacting Information for Privacy

Reseller Opportunities

Transferring Accounts (Moving Accounts into or out of Agencies)

Waiting on Affiliate Approval

Where Are My Affiliate Payouts?

Where is My Affiliate Link?

Adding a New Account (Sub-Account)

Agency Shared Billing VS. Individual Sub-Account Billing

View Canceled Accounts

User Management - Divisions

Calltrackingmetrics Technical Support PIN

Canceling an Account or Agency

Change History and Versions

Two-Factor Authentication

Creating and Modifying Price Markups

Integrating CallTrackingMetrics with Stripe

Configuration

Teams (Phone Settings)

Custom Actions

Custom Fields

Users

Pre-Recorded Outbound Voicemail Messages

Access Control Rules

Adding New Users

Assigning an Outbound Number to an Agent

Managing Users

Pre-Recorded Outbound Voicemail Messages

Removing Users

Two-Factor Authentication

User Roles

Chat Widgets

Advanced Call Recordings (Recording Toggles)

Call Waiting

How to Set Up the Dial Directory

Two-Factor Authentication

Softphone

Accepting Inbound Calls

Conference Calls and Transfers

Configuring Call Center and Open CTI Softphone (Salesforce Classic)

Configuring Call Center and Open CTI Softphone (Salesforce Lightning)

Desk Mode

Exit Phone Tracking

How to use the Softphone/Browser Phone with other web based software

Notes and Call Scoring in the Softphone

Outbound Dialing

Pre-Recorded Outbound Voicemail Messages

Putting a Call on Hold

Quick Link Filters

Softphone Beta

Softphone Guide

Softphone Guide (Mobile App)

Softphone Overview

Softphone Requirements

Stop Accepting Calls

Troubleshooting Calls with No Audio

Using the Softphone on Your Mobile Device

Recorded Training

CTM Academy

[Webinar] Eliminating the Conversion Blind Spot

Academy Fundamentals: Advanced [Recorded Webinar]

Academy Fundamentals: Attribution, Google Ads, & Analytics [Recorded Webinar]

Academy Fundamentals: New to CTM [Recorded Webinar]

CTM Academy Live Workshops & Recorded Training

Day 1: Introduction to CallTrackingMetrics, Part 1 [unedited recording]

Day 2: Introduction to CallTrackingMetrics, Part 2 [unedited recording]

Day 3: Attribution, Analytics & AdWords [unedited recording]

Day 4: Marketing and Agency Tools [unedited recording]

Day 5: Contact Center Tools [unedited recording]

Go Beyond the Phone Call: Ways to Engage Your Customers with Texting. [Recorded Webinar]

Meet the CTM FormReactor® [Recorded Webinar]

Recorded Academy Training

Spotlight Webinar - Franchises [Recorded Webinar]

On-Demand Videos

[Webinar] CTM Year in Review & Roadmap 2020 Preview

About GeoContact By CallTrackingMetrics

AMPing Up Your Call Conversions

GDPR Compliance with CallTrackingMetrics

Recorded Webinar: Better Treatment Through Technology

Recorded Webinar: Call Tracking Solutions: Build or Buy?

Recorded Webinar: Exciting Integration Updates

Recorded Webinar: GeoContact℠ by CallTrackingMetrics

Recorded Webinar: Maximize Admissions with Call Tracking

Recorded Webinar: Three Steps to Finding Success with Call Attribution & Revenue Planning

Troubleshooting: Google AdWords Disapproving Call-Only Ads & Call Extensions

Upcoming Topical Webinars

CallTrackingMetrics Onboarding Webinar

Upcoming Webinar: CTM's Integration With Google Analytics & Adwords

CTM Knowledge Base

Welcome to the CallTrackingMetrics knowledge base. Here you can find help articles, documentation, and training videos to help keep your CTM account running smoothly. Discover new tips and tricks by attending one of our live training or check-in on the status of a trouble ticket. You can also join in on the conversation in our community.

Ticket Portal

Use our ticket portal to submit tickets for CTM issues to our support team. You can manage them here too!

Submit a Ticket

Starter Kit

A collection of knowledge base articles to help new clients discover settings and configure their new accounts.

Learn More

Professional Services

Offers industry best practices and deep product knowledge to ensure return on your investment and fast implementation.

Learn More

Release videos

Catch up on the latest, most impactful new features and enhancements we release through short, informative videos.

Learn More

Launchpad Training Hub

Get up to speed and down to business in no time with Launchpad, the accelerated learning program for the CallTrackingMetrics application.

Learn More

Activity Logs

Contacts

Automation

Chats

Forms

Routing

Drift

ABTasty

Acquisio

AMP

Bing

Bizible

Cake

Facebook

Gong i.o

Google Ads

Google Analytics

Google Data Studio

Google Marketing Platform

Hubspot

Instapage

Kenshoo

Kissmetrics

Mailchimp

Marin Software

Marketo

Microsoft Dynamics

Optimizely

Oracle Maxymiser

Salesforce

SendGrid

Slack

SnapChat

Stripe

SugarCRM

Symplify

Unbounce

VWO

Wix.com

WordPress

Zapier

ZenDesk

ZOHO

Help Center

Management

Dynamic Numbers

Analytics

Contact Center

Reports Delete

Usage

Report Settings

Account Management

Current Account

Contact Management

Parent/Agency

Configuration

Users

Text Settings

CTM Academy

On-Demand Videos

Upcoming Topical Webinars

Support Hours

CTM Knowledge Base

Ticket Portal

Starter Kit

Professional Services

Release videos

Launchpad Training Hub

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