CallTrackingMetrics allows an unlimited number of users for each account. Each user has a role that determines what kind of permissions they will have in the account. Users can have access to multiple accounts, and can have different roles in different accounts. Some user roles can be added to access control groups, which allow for more
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).
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
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
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
Copying Settings enables you to quickly clone records or bulk apply settings to other records. Cloning Records with “Copy to” Some features have a “copy to” option that will create a clone of the record you’re currently working on, which can be saved to the current account or to another account in your agency. The
Connecting your CallTrackingMetrics account with Google Data Studio allows you to build and share custom reports alongside your data from other platforms. The integration permits Data Studio to access data from your CTM account, and the type of connector you use determines what you will be able to do with that information within Data Studio. The Call
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
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 Settings → Lambdas.
When you place a call on hold, a default system file will play music for the caller to indicate they are still connected to the call and waiting for you to return. If you wish to change the default audio that plays for callers who are on hold: Navigate to Settings → Account Settings, then
The Zendesk integration allows you search for existing customer tickets in Zendesk, create new Zendesk tickets directly from the CallTrackingMetrics call log, and automatically create tickets in Zendesk using triggers. This integration is available to contact center plans only. Click here to learn how to check or upgrade your current subscription. Requirements: The account used to link
CallTrackingMetics (CTM) collects and remits applicable taxes in states wherein it has a physical or economic presence as determined by the applicable state nexus rules. What states do we charge taxes in? Beginning April 2019, CTM began charging applicable taxes for customers with service addresses in the following 7 states: Colorado Illinois Michigan New Jersey