Settings

Tips & Tricks for updating various settings within your CTM account.

How to Update Your Call Routing (Where Calls Go)
What is call routing? Call routing determines where calls to a specific tracking number should go - i.e. to a call queue, to a phone tree, to an outside...
Mon, 19 Jul, 2021 at 3:16 PM
Scheduling Holiday Hours
This support article will outline the process of adding an exception to schedule holiday hours in CTM.  New Nav:     1...
Mon, 19 Jul, 2021 at 3:20 PM
Giving Access to Agents to Choose their Outbound Number
Description This feature/setting gives CTM Phone System users the ability to choose their outbound number. It will display a drop-down menu in the softphon...
Tue, 3 Aug, 2021 at 10:55 AM
Setting Up CTM Wrap Up Panels
The Wrap Up Panels feature allows us to set a certain amount of time an agent has after a call before they can receive the next one. This allows them to com...
Mon, 23 Aug, 2021 at 12:10 PM
Navigating CTM Wrap Up Panels
After a call is completed, or after an agent has transferred the call, the Wrap-Up panel will automatically pop up in fullscreen, displaying the contact pan...
Mon, 23 Aug, 2021 at 12:11 PM
Adding a new User in CTM
These are the basic steps to take when adding a new CSR or any other user to your CTM account. Some of these settings may be subject to change depending on ...
Mon, 21 Nov, 2022 at 1:56 PM
Purchasing a Tracking Number for a Direct Line
The purpose of this article is for CTM setups where individual CSRs or Managers have their own direct lines in CTM.  If you're not sure you have di...
Mon, 21 Nov, 2022 at 3:15 PM
Adding and Removing Users to Queues
This article runs through the process of adding a user to queues, and the settings involved with making sure it is set up correctly.  Adding User(s) ...
Mon, 21 Nov, 2022 at 1:56 PM
Adding a User to an Email Notification List
This article runs through the steps to add a CTM User to an email notification list. It does not run through how to create a notification itself, if you hav...
Mon, 21 Nov, 2022 at 1:56 PM
How to Set up an Agents Voicemail
1. Make sure you are in desk mode (You will see the softphone on the right side.) If you don't see the softphone, press the 'Desk Mode' but...
Wed, 10 Aug, 2022 at 2:57 PM