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Mobile
iOS Agent Mobile App
Activities
Activities Overview
Activity Logs
Calls
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 Activity 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
Using Tags to Organize Activities
Visitor Detail Panel
What is the Likelihood/Accuracy Score?
Chats
Desk Mode
Filters
Log Flag
Preventing Unwanted Activities on Your Numbers
Saving Filters
Using Tags to Organize Activities
Using Tags to Organize Activities
Faxes
Desk Mode
Filters
Log Flag
Preventing Unwanted Activities on Your Numbers
Saving Filters
Using Tags to Organize Activities
Using Tags to Organize Activities
Text
Desk Mode
Filters
Log Flag
Preventing Unwanted Activities on Your Numbers
Saving Filters
Sending and Receiving Text Messages
Text Message Routing for Agent Notifications
Using Message Responses for Text Messages
Using Tags to Organize Activities
Using Tags to Organize Activities
Contacts
Blocked Numbers
Blocking Callers
Bulk Message
Bulk Text Messages
Do Not Call List
Do Not Call / Do Not Text
Do Not Text List
Do Not Call / Do Not Text
Lists
Contact Lists
Flows
Flows Overview
Automation
Agent Reminder Setup
Smart Dialers
Adding and Managing Smart Dialer Contacts
Running Smart Dialers
Smart Dialers
Lambdas
Lambda Functions
Reminders
Agent Reminder Setup
Triggers
Triggers
Chats
Chat Translations
Facebook Messenger Chat Integration
Intercom Chat
Languages Supported by Chat Translations
Chat Widgets
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
FormReactors
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
Agent Scripts
Dynamic Call Scripts
Geo Routers
Geo Route Phone Calls Based on Caller's Location
Queues
Agent Routing
Agent Routing Rules for Queues
Calls Per Second (CPS)
Enabling Operator Mode in Queues
Post Call Survey
Queue Call Waiting (Hold and Waiting Messages)
Queue Connection Options
Queue No Answer Routing
Queue Routing Options
Queues
Schedules
Creating and Applying Schedules
Troubleshooting Schedules
Smart Routers
Smart Routing
What You Need to Know About Smart Routing
Voice Menus
Creating Voice Menus (IVRs)
Using Voice Menus to Make a Directory
Voicemail
Release Videos
How To Use The Softphone
Release Notes
2020 November | CTM Release Notes
2020 September | CTM Release Notes
2021 April | CTM Release Notes
2021 January | CTM Release Notes
2021 June | CTM Release Notes
2021 October | CTM Release Notes
2022 January | CTM Release Notes
2022 May | CTM Release Notes
COVID-19
Adding New Users
Agent Routing
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 Activity Log
Porting Numbers to CallTrackingMetrics
Queue Routing Options
Quick Link Filters
Real-Time Agents Reports
Smart Dialers
Softphone Guide
Teams (Phone Settings)
Update Billing Re-Charge Settings
Integrations
Integrations Overview
Adobe
CallTrackingMetrics Adobe Launch Extension
Magento 2 Integration
Magento 2 (Adobe Commerce)
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 Microsoft 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 Integration
Google Ads Direct Connect Troubleshooting Tools
Google call details forwarding for call ads
Google Call Extensions and Call-Only Ad Troubleshooting (Performance plan solution)
Google Forwarding Numbers
Google Lead Form Extensions
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 3
Google - iOS Campaign 14 Measurement
Google Ads and Analytics Troubleshooting
Google Analytics 4 Integration (Growth & Connect Plans)
Google Analytics 4 Integration (Performance Plan)
Google Forwarding Numbers
Linking CTM with Google Analytics 3 (GA3)
Programming Additional Data to an Activity for Google Analytics and CTM
Set Up Google Integrations
Setting up Goals in Google Analytics
What Data is Sent to Google Analytics 3 (GA3)
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
Routing CTM calls to your HubSpot Owner
Instapage
Integrating CallTrackingMetrics with Instapage
Kenshoo
Integrating CallTrackingMetrics with Skai
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
Pipedrive
Pipedrive Integration
Salesforce
Assigning Salesforce Campaigns to Tracking Sources
Associating CTM Agents to Salesforce Users
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 Salesforce
Resizing the Softphone in Salesforce Lightning
Salesforce - Creating Tasks for Phone Calls
Salesforce - Record Creation and Matching
Salesforce Monitors
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)
Webhooks
Webhooks API Integration
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
Zoom
Zoom Integration
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 the CallTrackingMetrics Help Center & Community Forum
How to Submit a Support Ticket in the Ticket Portal
Numbers
Numbers Overview
Management
Agent Scripts
Call Transcriptions
Caller ID Settings
Configure Call Settings
Determining Exact Location of Canadian Numbers
Dynamic Call Scripts
Formatting A Number
Forwarding Calls to Receiving Numbers
Forwarding from a Toll-free number to another Toll-free number
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 Numbers
Business Registration, STIR/SHAKEN, & A2P 10DLC text message campaign registration
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?
Call Settings
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)
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Spam Detective and Blocking Spam Calls
Troubleshooting Calls with No Audio
Verified Caller ID
Fax Numbers
CallTrackingMetrics Faxing Service
Port Numbers
Port Rejection Troubleshooting
Porting Multiple Numbers to CallTrackingMetrics
Porting Numbers Away from CallTrackingMetrics
Porting Numbers to CallTrackingMetrics
Receiving Numbers
Fail-safe Number
Forwarding Calls to Receiving Numbers
Receiving Numbers
Text Numbers
Enabling Text Messaging (SMS)
Short Codes
Tracking Numbers
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
Target Numbers
Create Target Numbers
Target Numbers
Tracking Code
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
Tracking Sources
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
Accuracy Report
Activity Reports
Activity Reports
Filters
Period vs. Globally Unique Callers
Saving Filters
ROI Reports
How to Use ROI Reporting
Contact Center
Real-time Agents
Agent Status
Real-Time Agents Reports
Reports Delete
Accuracy Report
How to Use ROI Reporting
Period vs. Globally Unique Callers
Usage
Account Usage
Report Settings
Call Transcriptions
Keyword Spotting
Custom Reports
Scheduling Reports to Be Emailed
Notifications
Set Up Notifications
Keyword Spotting
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
Federal Universal Service Fund (FUSF) Overview
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 Settings
Billing Settings
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
Federal Universal Service Fund (FUSF) Overview
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
Change History and Versions
My Account
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?
Accounts
Adding a New Account (Sub-Account)
Agency Shared Billing VS. Individual Sub-Account Billing
View Canceled Accounts
Divisions
User Management - Divisions
Parent Settings
Calltrackingmetrics Technical Support PIN
Canceling an Account or Agency
Change History and Versions
Identity Providers - SAML
Identity Providers - SAML
Two-Factor Authentication
Price Markups
Creating and Modifying Price Markups
Integrating CallTrackingMetrics with Stripe
Signup Pages
Configuration
Teams (Phone Settings)
Custom Actions
Custom Actions
Custom Fields
Custom Fields
Users
Pre-Recorded Outbound Voicemail Messages
Access Control Groups
Access Control Rules
Manage Users
Adding New Users
Assigning an Outbound Number to an Agent
Associating CTM Agents to Salesforce Users
Managing Users
Pre-Recorded Outbound Voicemail Messages
Removing Users
Two-Factor Authentication
User Roles
User Licenses
Chat Widgets
Teams (Phone Settings)
Advanced Call Recordings (Recording Toggles)
Call Waiting
How to Set Up the Dial Directory
Your Profile
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
Using the Softphone with macOS
Texts
Texts Overview
Text Settings
Triggers
Agent Reminder Setup
Recorded Training
CTM Academy
[Webinar] Eliminating the Conversion Blind Spot
Academy Fundamentals: Advanced [Recorded Webinar]
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CTM Academy Live Workshops & Recorded Training
Day 1: Introduction to CallTrackingMetrics, Part 1 [unedited recording]
Day 2: Introduction to CallTrackingMetrics, Part 2 [unedited recording]
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Go Beyond the Phone Call: Ways to Engage Your Customers with Texting. [Recorded Webinar]
Meet the CTM FormReactor® [Recorded Webinar]
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Spotlight Webinar - Franchises [Recorded Webinar]
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Day 6 – Agent Workflows and Productivity Tools

Webinar Slide Deck

This session is designed for new and existing users who want to improve their agent’s workflows and automate their processes. Increase security with account restrictions, user roles, access control groups, and customize team settings. 

During this session, we’ll cover:

  • Account Settings
  • User Roles
  • Access Control Groups
  • Teams
  • Smart Dialers
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Last Updated: 10/14/2021
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