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12 Articles

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

Softphone Guide (Mobile App)

Downloading the App The CallTrackingMetrics mobile app is available for iOS and Android.  We always recommend using the latest version of your mobile operating system with the app.   Opening the Softphone The softphone is opened from the Call Log page (Calls → Call Log). 1. Tap the Phone icon to open the phone.    

Integrating CallTrackingMetrics with Visual Website Optimizer (VWO)

Visual Website Optimizer is the all-in-one platform that helps you conduct visitor research, build an optimization roadmap, and run continuous experimentation. View ongoing experiments and variations in the call log and track even more goals by sending conversions with your call data using triggers. Anything defined as a conversion in CTM can be sent to

Softphone Guide

Please note that Teams (Phone Settings) configurations can change the softphone display and behavior.  Requirements In order to use the softphone, please refer to our Softphone Requirements article.  Opening the Softphone The softphone is opened from the Call Log page (Calls → Call Log). 1. Click Desk Mode  (Contact Center Plan Only) to open the

Using the Softphone with macOS

Softphone users running macOS may experience an issue with one-way audio on softphone calls. This issue is due to restricted microphone permissions that will prevent the caller from being able to hear you through your laptop or headset microphone. Even if you have previously allowed microphone access on your browser, you may need to grant

Integrating CallTrackingMetrics with Zoho CRM

CallTrackingMetrics can integrate directly with your Zoho CRM account so that calls coming through your tracking phone numbers appear automatically as leads, activities, or as a custom object in Zoho CRM. This is a powerful way to ensure that all of your advertising and agent performance data feeds right into your Org so that your

Guide to Porting Numbers

The porting process can take between 2-4 weeks. Do not cancel service with your current carrier until the port has completed and your calls are running through CallTrackingMetrics. You will be charged the monthly fee for these numbers as soon as the porting process starts. Once your number is ported to CallTrackingMetrics, you will pay standard



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