You can use CTM to create various call flows where your callers are presented with options for leaving messages for different groups or people in your office, like a virtual mailbox.
For agents making outbound phone calls using the softphone, CTM allows you to pre-record messages that you can click to leave during outbound call attempts where a voicemail box is reached.
Call waiting alerts agents when someone has called their direct line and gives them the option to address that call while they are already on another call. When call waiting is enabled and a new call comes in on an agent’s direct line, a call waiting beep will play for the agent and a prompt
Creating Goals in Analytics  Welcome to CallTrackingMetrics Training Video, in this workshop we’re going to be covering the how to create a goal in Google Analytics.  When creating a goal, the goal type should be Event.  Here’s a recap of the components that make up an event in Google Analytics. Category Action
Call queue routing offers the option of playing hold music and custom waiting messages while callers wait for an agent to answer the call.
Phone Settings are common settings that can be enabled for groups of users in your account. Phone settings configurations can be used to enable custom wrap-up panels and define how the softphone behaves for each agent. Phone settings are available on Contact Center accounts. Creating a Phone Settings Configuration 1) Navigate to Settings → Phone Settings. 2)
CallTrackingMetrics takes reports of unwanted calls or messages very seriously and we work vigilantly to protect our customers and combat unauthorized or fraudulent use of our platform.
You can set up various types of emails to trigger each time a call comes into your tracking numbers.
Call queues work when you need to route to multiple agents, have those agents on different schedule, or want to automatically assign an agent to the call.
You can present your callers with a greeting that can offer them keypress options to be routed to different actions by using our Voice Menus (IVR Menu).
Once you have created AND SAVED your queue you can go back to click on the Agents Routing Rules.
Smart Routers allow you to directly route callers based on information that can be immediately gathered about them, such as whether they are a repeat caller, their estimated location, and more.