Coalmarch Support

Announcements & News 4

• New Navigation Overview
• CTM Feature Update Notices
• CTM Weekly Digest (Product Updates)
• How to Download & Use Zoom for Virtual Meetings

Getting Started 1

• How to Submit a Feature Request to CallTrackingMetrics

FAQ's 1

• STIR/SHAKEN Information

Troubleshooting 6

• Basic Troubleshooting Steps
• How to Capture a Screenshot & Screen Recording Using Awesome Screenshot Chrome Extension
• How to Submit a CTM Support Ticket to Coalmarch
• CTM Phone System Outage
• Network Speed Test

View all 6

Text Messaging 2

• How to Send Bulk Text Messages
• How to Access The Text Log & Text Within CTM

CTM Mobile App 4

• CTM Support Hub Resource: Softphone Guide (Mobile App)
• Downloading the app & logging in
• Using the softphone (inbound & outbound calls)
• Texting in the CTM app

CRM Integration 2

• PestPac Integration | Miscellaneous Tips
• How to Install the Coalmarch Chrome Extension

Settings 5

• How to Update Your Call Routing (Where Calls Go)
• Scheduling Holiday Hours
• Giving Access to Agents to Choose their Outbound Number
• Setting Up CTM Wrap Up Panels
• Navigating CTM Wrap Up Panels

Forgely Offboarding 1

• Forgely Sunset FAQs

Getting Started - Account Set Up 8

• How To Update Company Information
• How To Add Positions
• How To Add Another Office Location
• How To Add An Employee
• How to Update Your Company Branding on Forgely

View all 8

Training 12

• Overview: Course, Class, Exam
• How to Create a Course
• How to Create a Class
• Adding a Class to an Existing Course
• Adding a Class from the Community

View all 12

Reviews & Inspections 5

• Difference Between Inspections and Reviews
• How to assign a Review or Inspection For an Employee To Take
• How to Assign a Review/Inspection for a Manager to Perform on an Employee
• Employee Performs or Manager Performs?
• How to change an assignment schedule

Forgely Community 2

• What is the Community?
• How to filter and search in the Community

Reporting and Performance 2

• How can I check on my employee's performance?
• How to Create Saved Reports and Send via Email

FAQ's 2

• How To Reset an Employee Password
• Security Levels

Plan and Billing Information 3

• Where is my billing information?
• Upgrading and Package Details
• How does billing work?

Background Checks 7

• Background Check Overview
• Background Check Package Levels
• How to Enable Background Checks
• How to Order a Background Check
• Background Check - Billing Information

View all 7

Job Openings 4

• How to view shared job openings
• How to Refresh a Job Opening
• How To Share a Job Opening with Indeed
• How to Save Application Templates

Hiring Managers 6

• System Notifications - Adding and Removing Hiring Managers
• How to Move an Employee to Terminated Status
• FAQ - Hiring Managers
• How to add a Hiring Manager (from the Hiring Manager tab)
• How to add a Hiring Manager (from the Employee Dashboard)

View all 6

Notifications 1

• Notifications

Incidents & Absences 2

• Incidents: Overview & How to Record
• Absences: Overview & How to Record

General Technical Support 0

Using Tech Form 1

• How to Add a Web Page to Your Cell Phone's Home Screen