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Contact Center Plan


12 Articles

Verified Caller ID

Adding verified caller IDs allows you to use your own number (such as your mobile number) rather than a tracking number in your account as your outbound caller ID.  When you add a new number, an automated phone call will be placed to that number and you will be prompted to enter a verification code shown

Troubleshooting Schedules

It can be helpful to think of schedules as an “if/then” rule that creates forking paths for your call route.  If you have a call that routes from a tracking number to a queue of agents, applying a schedule to the tracking number creates a forking path that either routes to the queue (during the schedule’s hours) or to an alternate path, such as a voicemail (when the schedule is not active).

Queue No Answer Routing

This article covers detailed queue settings information.  We recommend you start by following the instructions in this article before proceeding.  The options in the No Answer section of queue settings determine what happens to calls that are not answered by the agents assigned to the queue. By default, calls are terminated if no agents answer within

Queue Connection Options

This article covers detailed queue settings information.  We recommend you start by following the instructions in this article before proceeding.  The Connecting and Connected sections give options for handling how agents are connected to calls for this queue, including agent prompts, connection beeps, and hangup settings.   Caller ID Use the drop-down menu to select what Caller ID

Queue Routing Options

This article covers detailed queue settings information.  We recommend you start by following the instructions in this article before proceeding.  The Routing section offers a number of settings you can use to determine how calls are distributed to the agents assigned to the queue, when the queue is available, and what to do when the queue

Integrating CallTrackingMetrics with Google Data Studio

Google Data Studio Connectors This integration permits Data Studio to access data from your CTM account. By connecting with Google Data Studio allows you to build and share custom reports. CTM offer two different types of connectors to determines what you can do with that information in Data Studio. Activity Report Connector – is a

API Logs

The API Logs are a comprehensive list of API requests related to your CallTrackingMetrics account.  Any integrations or webhooks you’re using will have a log of requests that can be viewed here.  This page is useful for monitoring activity and troubleshooting errors. The API Logs can be accessed via quick links from many integration settings pages

Lambda Functions

Lambdas are custom functions that can be fired using a trigger action.  Creating a lambda allows you to execute a custom code you have created using any rules available in triggers.  Lambdas run within a Node.js v8.10 environment and are given 256MB and 15 seconds to complete.   Creating a Lambda Navigate to Flows → Lambdas.



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