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Receiving Voicemail in CTM

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.

Pre-Recorded Outbound Voicemail Messages

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

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 a Goal in Google Analytics

Creating Goals in Analytics [1] Welcome to CallTrackingMetrics Training Video, in this workshop we’re going to be covering the how to create a goal in Google Analytics. [3] When creating a goal, the goal type should be Event. [4] Here’s a recap of the components that make up an event in Google Analytics. Category Action

Teams (Phone Settings)

Teams 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) Click New

Creating a Call Queue

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.

Creating Voice Menus (IVRs)

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).

Smart Routing

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.

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