Video Walkthroughs

Queues are used to route callers to a group of agents.  Callers who are routed to a queue will wait on hold for an agent to answer based on a series of rules you define in the queue settings.  

Schedules define active hours that you can use to control available times for agents and routing features.  Schedules are built using days of the week and hours of the day rather than specific calendar dates.

Tracking numbers are unique numbers purchased through CTM that are used to track advertising sources and attribute activities.  

Tracking numbers are unique numbers purchased through CTM that are used to track advertising sources and attribute activities, such as phone calls, text messages, form submissions, and online chats to specific marketing campaigns.

The Call log is where you can find a list of any activity your account has received, in addition to updating contact information, accessing call recordings, and more.

A Receiving Number is a phone number that CTM will route calls to when someone calls your tracking number.

Before you can start using the text functionality on your account, you need to choose and enable your tracking numbers for text.

Number porting is the process of taking an existing phone number and transferring it to another provider.  Port a number you currently have into our system to be used as a tracking number

Before you can use the fax function in your account you need to enable your tracking numbers for fax