11 Articles
  • Softphone Beta

    The softphone beta allows individual users in an account to opt in to the latest version of the built-in CallTrackingMetrics phone.  The current beta version of the softphone offers an improved interface and a contacts panel for a better softphone experience. To learn more about how to use the different softphone features, click here to

    Feb 21, 2018 07:18pm EST
  • Desk Mode

    Desk mode enables a view that embeds the softphone in the call log screen.  Agents can easily make or accept calls, edit notes, and update other call details from a single page. Desk mode is a user preference and can be activated as a default view in a user’s profile by following the steps below. 

    Nov 29, 2017 05:41pm EST
  • Custom Softphone Settings

    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 Call Center accounts. Creating a Phone Settings Configuration 1) Navigate to Settings → Phone Settings. 2)

    Nov 29, 2017 05:35pm EST
  • Putting a Call on Hold

    If you are using the CallTrackingMetrics softphone, calls can be placed on hold using the Hold button found in the softphone during an active call. Putting a Caller on Hold While you’re on a live call, click the Hold button.  You will have the option to put the call on hold for everyone or to put it

    Aug 07, 2017 04:55pm EST
  • Accepting Inbound Calls

    Agents in call queues can use the CallTrackingMetrics softphone to accept inbound calls from a computer using a headset.

    Aug 07, 2017 04:53pm EST
  • Outbound Dialing

    To make outbound calls on your CallTrackingMetrics tracking numbers, you'll need to use the built-in softphone.

    Aug 01, 2017 05:27pm EST
  • 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.  

    Aug 01, 2017 05:27pm EST
  • Auto Dialers

    The CTM Auto Dialer allows you to automate your outbound calls based on criteria and timeframes that you customize, helping your team instantly connect with prospects and customers in need.

    Nov 30, 2017 01:54pm EST
  • Notes and Call Scoring in the Softphone

    Agents using the softphone for inbound or outbound calls can make notes, edit customer contact information, and score calls.

    Aug 01, 2017 05:27pm EST
  • Conference Calls and Transfers

    The CallTrackingMetrics softphone can be used for conference calls and transferring calls.  These options appear as buttons on your softphone during inbound or outbound calls.

    Aug 01, 2017 05:27pm EST
  • Assigning an Outbound Number to an Agent

    By default, agents who make outbound calls from the CallTrackingMetrics softphone can select any tracking number in the account to show as their outbound caller ID.

    Aug 01, 2017 05:28pm EST