Coalmarch by WorkWave | Product 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

Various Settings 10

• Scheduling Holiday Hours
• Giving Access to Agents to Choose their Outbound Number
• Setting Up CTM Wrap Up Panels
• Navigating CTM Wrap Up Panels
• Adding the Coalmarch Call Script product To CallTrackingMetrics

View all 10

Queues 2

• Adding and Removing Users to Queues
• Queue Settings

Tracking Number Management 4

• How to Update Your Call Routing (Where Calls Go)
• Purchasing a Tracking Number for a Direct Line
• Porting Numbers to CTM
• Purchasing New Numbers in CTM

User/Agent Management 3

• Adding a new User in CTM
• Adding a User to an Email Notification List
• How to Set up an Agents Voicemail